Delivering better outcomes

Governance

Bringing the customer voice to life to shape corporate culture, support the product cycle and help firms embrace regulatory change.

Case Studies
We offer a number of key solutions that fall under our Governance pillar. Take a look below to see what we can offer you and to read some examples of our work in these areas.

Product testing

Our Client

A large UK wealth manager

Their challenge

Ahead of launching a new sustainable global equity fund for the UK market, our client wanted to test engagement with the proposition, to ensure end-investors understood the product and to test whether there was a need for it. In addition, they were also keen to gather insight to create a new fund name.

Our approach

We conducted an online pop-up community with 25 UK retail investors. To build on our initial insight, we ran a flash survey with 300 UK financial decision makers (including a sample of investors), where potential names were run through our sequential ranking tool to gauge appeal and prioritisation.

Outcome/impact

Our client was able to use the insights from the research as part of their submission to the Regulator. It also informed the fund name and shaped investor communications.

Communications

Our Client

Global asset manager

Their challenge

Clear, effective, and engaging communication has been an area of focus for the FCA. As a result, our client wanted to build a foundation of consumer insight across their fund range, that would guide retail investor communications going forward.

Our approach

To identify areas that investors struggle with, we ran a programme of customer testing across multiple asset classes and had customers review various pieces of content. The insight gained was then built into a communication toolkit for our client’s internal writing team. We refresh this toolkit periodically and provide ongoing training to new joiners and key stakeholders of the business.

Outcome/impact

The writing team now have several guidelines, enabling them to consistently deliver consumer-friendly communications.

Value assessment

Our Client

A large UK wealth manager

Their challenge

Our client was determined to produce a best-in-class value assessment report that was written with consumers in mind. They in turn wanted us to help them design and build it.

Our approach

The solution to our client’s challenge involved a multi-phase approach. We began by reviewing their value assessment process and conducting some dips of consumer testing, to ensure their approach aligned with investors’ expectations. We then conducted a consumer-lens review of the early draft report and fed that into the content/design process. Finally, we spoke to a wide range of UK clients to take their feedback and formulate improvements that could be made prior to the launch of the report.

Outcome/impact

Due to our insight and feedback, our client was able to deliver a highly consumer centric value assessment report that was marked out by industry press as an example of best practice.

Best practice

Our Client

Global asset manager

Their challenge

Our client wished to explore how best to practically embed end investors and intermediaries, into their product development and governance processes/ structures.

Our approach

We ran a workshop to provide a regulatory and retail consumer insight backdrop, using practical examples based on our extensive work in this area. The workshop covered the regulatory environment, the client’s business objectives, how to build consumers into governance structures, the product lifecycle, current practices, case studies and developing a practical process.

Outcome/impact

The output from our research was incorporated into a product governance plan for EMEA submitted in January 2017.

Contact us

We believe that the finance industry can play a significant role in addressing today’s social and environmental challenges. Working collaboratively across the industry, we play our part in the transition to a more sustainable future.

The Wisdom Council

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