Adam Hulnick, Megan Rafferty


Author's Posts

Five Questions to Consider for Narrative Forms

August 03, 2017 by
In a rapidly changing digital world, online forms have changed surprisingly little since the earliest days of the internet. While forms play a crucial role in online tasks—particularly within financial services—there’s no need for online forms to maintain the same static layout as paper forms. Some financial services firms update forms by replacing lists of […]

Nine Ways to Improve Chatbot UX

May 24, 2017 by
Chatbots — also known as virtual assistants or automated assistants — can be a valuable resource for financial services consumers. Well-designed chatbots offer customer support in a helpful, conversational format, blending the strengths of live customer service and algorithmic results to increase customer satisfaction. In this white paper, we recommend nine ways to improve chatbot UX based on our […]

How Icons Help (or Hurt) Financial Services Customers

May 08, 2017 by
Icons can either help or confuse financial customers—and, by extension, firms’ profits—based on how they are used on a website. In an industry that offers complex products and services, icons can set key ideas apart. When used alongside meaningful text, they support users by attracting attention to key features. When used without text, however, they […]