Customer Experience Consulting for Fintechs
Regulators on your heels, fraud at the door, users ghosting at the first glitch. We make compliance invisible, trust almost addictive, and financial education feel like child’s play.
Fintech moves fast, dazzles with innovation, but stumbles where it matters most: keeping customers close, calm, and craving more. Beneath the sleek interfaces, frictions erode trust, loyalty, and profitability.
Fragile Trust
Make trust visible at every touch. Clear security cues, live status, honest incident comms, and a human escape hatch.
We design a Trust Playbook, add real-time status and “what’s happening” messages, and script calm crisis comms with human fallback to rebuild confidence.
Fraud & Cyber Risk
Reassure without roadblocks. Use risk-based “warm friction” and explain why checks happen.
We redesign onboarding with adaptive step-ups (liveness/behavioural), add “why we ask” microcopy, and test flows to cut false declines without scaring users.
Compliance Friction (KYC/AML)
Make compliance feel effortless. Progressive KYC, document capture that works first time, verification reuse across flows.
We blueprint KYC/AML end-to-end and set acceptance criteria so verification is swift, reusable, and audit-ready.
High Churn, Low Loyalty
Design habits and win-backs. Keep people engaged with useful routines and timely recovery.
We build lifecycle journeys with streaks/goals and contextual rewards, and trigger smart win-backs at drop-off moments.
Profitability Squeeze
Show value at the moment of upgrade. Transparent fees, ROI cues, sensible bundles by segment.
We craft a value ladder, price/plan UX, savings calculators, and paywall moments that feel obvious, not pushy, then A/B test for lift.
Money Anxiety & Low Literacy
Make money feel simple. Bite-size learning, simulations, and plain-language nudges that reduce fear.
We run Customer Truth Sessions, embed 30-second tutorials inside tasks, and celebrate tiny wins to build confidence and stickiness.
Clunky UX & Hard Integrations
Zero-friction journeys. For people: lightning-fast flows and clear recovery. For merchants/devs: plug-and-play setup.
We streamline consumer flows and coordinate implementation with your team, so go-live is days, not weeks.
Feature Fatigue & Saturation
Create a signature experience. Stand out beyond price with a moment only your brand delivers.
We define a memorable “signature moment” (service ritual, premium support, or community), then operationalise it across channels.
People At Our Heart
Their needs, emotions, contexts, and contradictions. Because when you truly understand humans, design becomes an act of care. That’s when customers feel seen, desired, and undeniably important.
Not Here Only To Play Safe
We design experiences that cut through noise. Our work pushes boundaries, dares strategy, and champions bold ideas, transforming every interaction into a brand that should stand out.
Test. Validate. Listen.
Not to assumptions, but to truth. Every idea is challenged, every bias exposed, every insight put to the test. Our creativity isn’t built on opinions, it’s grounded in real data and human truth.
Design With, Not For
We don’t do rigid deliverables; we do flow. Collaboration fuels magic, creating a space for serendipity, spark, and possibility. It’s where the best outcomes are born, from real partnership.
