Financial services
Improving critical communications during financial difficulty
Overview
01
The challenge
Customers navigating mortgage payment difficulty were receiving complex communications at an already stressful time and needed to understand important information, timelines and required actions.
02
What we needed to learn
Understand where customers became confused, how tone affected their experience, which information mattered most and what would help people understand what to do next.
03
Research approach
Qualitative research with customers who had experienced financial difficulty, evaluating communications across different stages of the journey.
04
What the research revealed
Key barriers included complex language, unclear timelines, insufficient visual support and uncertainty about required actions.
05
How the evidence was used
Recommendations focused on clearer language, stronger information hierarchy, more visible next steps, clearer timelines and a more supportive tone.
Methods used
Customer interviews Communication testing Qualitative analysis
Related capability
Digital Experience Diagnostic / Communication Testing