Date: Wednesday 23rd September 2026
Time: 09.30 - 10.30am
Location: Globe Point, 1 Globe Road, Leeds, LS11 5FD
Consumer Duty has changed the conversation around digital experience in financial services.
It is no longer enough for a journey, contract or piece of customer communication to meet a set of compliance requirements. Businesses also need to understand how customers experience it in practice. Is it clear? Is it easy to navigate? And does it support a good outcome, particularly for someone who may be vulnerable?
Answering those questions becomes difficult when risk and UX teams work separately.
In this session, specialists from Jaywing’s Risk Consulting and UX teams will share what they have learned from assessing customer journeys together. They will look at how UX research and testing can help identify areas of potential harm, provide evidence of customer understanding and inform better decisions.
The discussion will cover digital journeys, financial contracts and customer communications, as well as some of the tensions that can arise between compliance, usability and commercial performance.
• Where the gaps appear when compliance and design teams work separately.
• What changes when Risk and UX assess customer experiences together.
• How UX testing can uncover confusion, friction and potential customer harm.
• How to review your own digital journeys, contracts and communications.
• Fintech founders
• Product owners
• UX designers
• Compliance officers
Experience Director, Jaywing
Chris focuses on user-centred design and helps organisations make better decisions for the people they serve.
Partner - Jaywing Risk Consulting
Carl is an expert in financial compliance. He turns complex rules, such as the FCA's Consumer Duty, into practical steps. He ensures digital products meet regulations and work commercially.
