To create an online financial advice brand, become a follower of fashion

Having worked — off and on — with a number of UK financial brands in my time, something’s alway perplexed me: the default setting for the design of financial services is based on what other financial brands already do.

Brands rarely seem to roam beyond the confines of the financial services archipelago for inspiration in service design.

It means that the development of new services is a painfully iterative process; a fact compounded, perhaps understandably, by a stifling regulatory environment.

Most innovation appears evolutionary: Incremental changes in product design, systems and technology that create efficiencies in transactional processes but not necessarily in the way people interact with services.

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