From Confusion to Exclusion
Clear communication in banking isn't just about customer service—it's about enabling confident participation in the modern financial world.
Matt Berryman
When Systems Fail: The Hidden Impact on Financial Inclusion
The Treasury Committee's investigation into Barclays' January outage reveals a critical but often overlooked relationship: the connection between operational resilience and financial inclusion.
The Consistency Principle in Digital Products: Why Small Interactions Matter More Than Big Features
In nature, the most dramatic transformations often come from consistent forces rather than sudden events. Rivers carve canyons not through violent floods, but through persistent flow. The same principle applies to digital products.
The Engagement Problem: Designing Automation That Keeps Humans in the Loop
In The Automation Paradox, I explored how financial automation risks disengaging users. This follow-up examines how automation can enhance, rather than replace, human judgement—ensuring users remain active participants in decision-making rather than passive observers.
The Automation Paradox How Smart Banking Features May Be Making Us Worse with Money
Smart banking features promise to streamline our finances through automation and clever defaults. But are we sacrificing financial awareness for convenience? Explore the tension between automated money management and mindful decision-making in personal finance.
The Psychology of Modern Payment Choices From Cards to BNPL
How do payment methods influence our spending decisions? From the psychological distance created by card payments to the sophisticated mechanisms of Buy Now, Pay Later services, this article examines the hidden forces shaping our financial choices.
Seeing Around Corners Developing Second-Order Thinking
When Amazon introduced one-click purchasing in 1999, it seemed like an obvious win. Reduced friction, higher sales. But the ripple effects continue to reshape retail in unexpected ways, from return fraud to changing consumer psychology. Welcome to the world of second-order thinking.