Beyond 'easy': Designing compliant digital journeys that truly support customers

Making digital journeys easy for customers seems a no-brainer. But what if frictionless isn't always best, especially for a customer in financial difficulty?

The Financial Conduct Authority's (FCA) recent research proves that small design choices in critical micro-journeys like setting up a payment plan or asking for help can have a huge impact on customer understanding and outcomes.

This webinar is a straightforward guide to designing digital experiences that are compliant and clearer, more supportive, and more successful for everyone.

Meet your expert panel

Join our CEO, James Hill, as he hosts a panel of leading specialists in inclusive design and customer-centric finance:

• Carolyn Delehanty, Vulnerability and Inclusive Design Consultant
• Mark McAlpine, CEO, Not The Odd One Out and ethical finance champion

They will share insights and guidance to help you improve the performance and compliance of your digital collections channels.
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What you will learn: From guidance to actionable blueprint

In this practical 45-minute webinar, our panel will provide a clear framework for improving your digital journeys. You will learn how to:
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• Apply the FCA's principles of 'positive friction' and 'sludge' to your own digital channels.
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• Use practical design techniques to support customers in distress and improve decision-making.
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• Build customer trust and gather the evidence to prove you are delivering good outcomes under the Consumer Duty.
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• Turn complex regulatory guidance into a simple blueprint for action.
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Webinar details

Date: 📌 Tuesday, 18th November 2025

Time: ⏰ 11:00 - 11:45 GMT