mrs members' evening - march 2016
TRANSCRIPT
Anjul SharmaHead of Client DevelopmentFreshMinds
ON YOUR SIDEResearching society’s most vulnerable
with true empathy
Drew DreweryCustomer Experience
Nationwide
To deepen our understanding of financial difficulty
What are the triggers and warning signs of financial difficulty?
What actions do those facing financial difficulty take?
What emotions do those in financial difficulty experience?
THE GOAL
OVERCOMING THE OBSTACLES
A highly sensitive topic
The need for balance
THE SOLUTION
Phase 1: Explore thoughts and feelings
Phase 2: Validate findings
MEET LINDSAY AND SIMON
Job re
lated
facto
rs
Perso
nal or
family
chan
ges
Econom
y or in
dustry r
elated
Health
issues
Needed
to m
ake a
large u
nexpect
ed ex
penditu
re
Gaming or
betting
Other
51% 50%
30% 26% 25%
4% 11%
TRIGGERS OF FINANCIAL DIFFICULTY
LINDSAY AND SIMON CHAT
EXPECTING CONTACT WITH BANKS TO BE
63%
37% Immediate
responseDelayed response
felt there was no solution so didn’t react
ACTIONS TAKEN BY THOSE IN FINANCIAL DIFFICULTY
Immediate reaction when faced with financial worries
Reasons for delaying contact
thought the situation would improve78%
44% avoided contact with those they owed money 35%
LINDSAY AND SIMON CHAT
THE TOUGH EMOTIONAL JOURNEY
Denial and isolation Anger Identity
crisisRe-
evaluation Accepta-nce
WE GOT FURTHER, FASTER BY∕ Putting the customer at the heart of the challenge
∕ Breaking the confines of research
∕ Getting commitment from stakeholders
Anjul SharmaFreshMinds
QUESTIONS AND DEBATE
Drew DreweryNationwide
www.nationwide.co.uk