Customer Understanding

Article — Business banking

Europe's open banking is leaving the US in the dust

Open banking payments are already a fact of life in Europe. In the US, not so much. But new infrastructure and the right approach could lead to a sea change sta...

3min read

Article — Payments

It's time for BNPL to stop breaking design ethics

Let’s start by calling Buy Now Pay Later (BNPL) what it is - debt. Debt, of course, has many faces. But ‘credit, pay in instalments, pay nothing today, etc.’ ar...

4min read

Article — Business banking

What's hot in Southeast Asian digital banking?

4min read

Article

Financial services needs to start speaking to the female customer

Note – I use female loosely here to include all those who identify with feminine traits, partially, wholly or barely. The idea is not to be gender normative or ...

3min read

Article — Insurance

Why insurers need to embrace life after price walking

Price walking [common in the insurance industry] a form of price discrimination whereby existing customers, especially long-standing customers, incur a loyalty ...

4min read

Article — Business banking

Most people in FS don't understand how it all fits together

3min read

Report — Payments

How to build a bank

Fintech product experiences: looking back and thinking forwards

30min read

Article

Designers are not the centre of the universe

Designers can all too easily think design is at the centre of the universe. Perhaps sometimes it can be a self-indulgent activity where it's no longer design fo...

4min read