Case Studies
Banking & Fintech
Cryptoassets
Challenges
- When investing in cryptocurrency, young investors aiming for quick profits can make impulsive decisions facing the risk of significant financial losses.
- Inexperienced investors may face financial losses, impacting their confidence and loyalty to the platform.
Consequences
- Investors' losses cause a decline in user retention on the platform.
- Dissatisfaction generates reputational risk lowering attraction of new investors.
Solutions
- We design assessments of the investor’s financial knowledge to tailor advice fostering informed decision-making and minimising losses.
- We leverage user experience (UX) and user interface (UI) design principles to facilitate comprehension and interaction.
Outcomes
- Our customised assessments and advice improve investor behaviour and contribute to sustainable growth in assets under management (AUM).
- Our optimised UX/UI encourages long-term engagement, reducing investor churn from investment platforms.
Financial Services
Customer Referral Programs
Challenges
- Lack of engagement of existing clients in referring new clients is due to campaigns that do not resonate with the client segment.
- Offering inappropriate rewards results in incentives that do not meet customer expectations or align with the product.
Consequences
- Customers' disinterest in referrals leads to a waste of resources and a reduction in the number of new policyholders recruited.
- Inadequate rewards contribute to customer disappointment, tarnishing the reputation of the insurer and diminishing trust among policyholders.
Solutions
- We segment customers according to demographics, interests and behaviour to create communication strategies that address each group’s needs.
- We design rewards for referral campaigns that prove useful and attractive to customer segments and match the product.
Outcomes
- Our customised rewards and communication campaigns built on consumer preferences deliver long-lasting engagement and loyalty.
- Our cost-effective marketing approaches drive retention of existing customers and boost acquisition of new ones.
Wealth & Asset Management
Investment Suitability
Challenges
- Clients often struggle to choose the appropriate portfolio investment due to a limited understanding of financial risks, time horizon and market fluctuations.
- Difficulties in aligning clients' risk tolerance with their unique financial goals make personalised advice challenging.
Consequences
- Inappropriate selection of portfolio investments can lead to substantial monetary losses and unbearable psychological distress for clients.
- Distressed clients tend to exit their investment if they cannot psychologically handle the losses or think they have received inadequate advice.
Solutions
- We mitigate biases and enhance risk comprehension by adjusting number of choices, order, rank, time horizon, risk periods and graphs of portfolios.
- We gauge investors' risk tolerance using a fine-grained investment suitability methodology that assesses short-, mid- and long-term risk preferences.
Outcomes
- Our approach enhances clients' understanding of financial risk, enabling a precise evaluation of risk tolerance and fostering a robust client-adviser relationship.
- Our methodology lessens investor uneasiness in challenging market conditions, lowering the chances of investors withdrawing from their investments.
Climate Analytics
Carbon Footprint Calculators
Challenges
- Carbon footprint information provided in addition to purchases on banking or credit card platforms remains vague, leading to confusion about its relevance.
- Users find it difficult to understand the implications and consequences of carbon emissions and the connection with their purchases.
Consequences
- Client miscomprehension of CO2e reporting hinders carbon management companies from showcasing the product's benefits, limiting widespread adoption.
- Limited comprehension of environmental impact prevents the adoption of sustainable financial practices, resulting in missed opportunities to promote eco-friendly products.
Solutions
- We pioneer innovative approaches to present CO2e data in a meaningful and compelling format that resonates with users' daily spending and personal consumption habits.
- We apply strategies that go beyond environmentally inclined users, motivating all customers to embrace sustainable practices.
Outcomes
- Our use of behavioural science principles in carbon footprint calculators generates greater customer engagement and promotes sustainable behaviour changes.
- Our methods maximise up-selling and cross-selling opportunities for banks by clearly gauging customer values and preferences.
Financial Services
Savings Accounts
Challenges
- Many people struggle to save money, often hampered by poor savings habits, deficient financial planning, unclear goals and a tendency to prioritise short-term thinking over long-term projections.
- Unclear financial goals, inconsistent savings behaviour and unsuccessful attempts to save can lead to frustration, disengagement and a diminished interest in saving efforts.
Consequences
- The absence of a sound savings habit can contribute to increased financial stress, limiting financial freedom and jeopardising overall financial security and wellbeing.
- Inadequate savings negatively affect people's ability to cope with unforeseen expenses, emergencies and the achievement of long-term financial objectives.
Solutions
- We improve savings behaviour by leveraging users' emotional connections to their financial goals, encouraging proactive and lasting commitments to saving patterns.
- We gamify the saving experience, creating an intuitive, engaging and meaningful activity that allows users to recognise and praise their progress and achievements.
Outcomes
- Our ability to improve users' savings behaviour not only fosters long-term engagement, but also motivates users to prioritise sustainable financial habits, leading to a significant increase in savings under management (SUM).
- Our results enable financial service providers to deploy seamless advice strategies, helping users achieve their monetary goals and facilitating the exploration and uptake of new financial products.
Advisory Services
Financial Planning
Challenges
- While guiding their clients through the investment process, financial advisers are regularly confronted with investors' hesitation, anxiety and emotions, which hinder efficacy of financial advice.
- Clients' emotional responses, risk perception, and behavioural inclinations can substantially impact their ability to achieve long-term financial goals.
Consequences
- Failure to effectively address emotional reactions may lead clients to make impulsive decisions or harbour misconceptions, causing missed opportunities for wealth accumulation and protection.
- Inappropriate client behaviour stemming from neglected biases and communication gaps can result in dissatisfaction and ultimately erode trust between clients and advisers.
Solutions
- We offer comprehensive training modules to empower financial advisers to manage and mitigate clients' fears and biases in order to avoid impulsive decisions and prevent investment losses.
- We integrate principles of human behaviour into a framework that helps financial advisers establish effective communication strategies tailored to the nuances of the advisory process.
Outcomes
- Our customised advisory modules effectively alleviate clients' anxiety and emotions, enabling investors to make sound financial decisions that contribute to the growth of assets under management (AUM).
- Our behavioural coaching approach strengthens adviser communication skills, fostering confidence and empowerment in clients, thus cultivating strong and lasting client-adviser relationships.
We support companies in meeting customer preferences, business needs, and regulatory standards
Marketing
Financial Brand Strategies
Challenges
- Traditional marketing campaigns often lack the appeal needed to resonate with audiences in financial and insurance sectors.
- One-size-fits-all approaches result in lower engagement and ineffective brand communication, especially in sensitive areas like money and protection.
Consequences
- Generic marketing efforts lead to reduced brand recall and limited impact on audiences seeking financial security.
- Failure to connect with different customer segments hinders market penetration and limits the potential for brand growth.
Solutions
- We utilise data analytics to understand financial consumer behaviour, preferences, and demographics within the financial landscape.
- We incorporate psychological techniques such as priming, anchoring, framing, salience, defaults, or reminders, to assist marketing agencies to refine their campaigns.
Outcomes
- Our results strengthen emotional connections, enhance engagement, and trust with financial and insurance products.
- Our application of behavioural principles increases brand relevance, creating a lasting impact and boosting overall brand awareness.
Financial Services
Sustainability Communication in Financial Services
Challenges
- Navigating institutional communication amidst regulatory scrutiny poses challenges in conveying sustainable claims without occasional perceptions of greenwashing.
- Balancing financial product offerings and enhancing clients' sustainable behaviour, while protecting them, requires a delicate communication strategy.
Consequences
- Unclear or vague campaigns can give the impression of deceptive practices which can lead to a loss of consumer confidence and credibility.
- Ambiguous messages can result in customers making ill-informed choices regarding financial decisions, posing individual risks and reputational damage to institutions.
Solutions
- We specialise in tailored communication, providing simplified disclosure, clearly defined sustainable goals, evidence-based data, and heightened transparency.
- We encourage financial education, experience, feedback and active client participation to build trust and credibility.
Outcomes
- Our communication strategies improve financial decision-making and the adoption of sustainable products through a comprehensive call to action.
- Our approach drives transparency and trust, positioning financial institutions as leaders in sustainability.