Fintech and financial services
In financial services, trust is the product. Every unanswered moment costs you some.
BREME maps your onboarding and engagement journeys, finds where verification friction and communication gaps are losing customers, and works within your compliance requirements rather than around them.
Thirty minutes to work out whether you need an Experience Review or a Journey Sprint, and what either would involve for you.
If this sounds familiar
- People start onboarding, reach identity verification, and a meaningful share never come back.
- There is a gap between account opened and first real use, and nobody owns the days in between.
- Customers hear from you when something goes wrong and almost never when something goes right.
- Support volume is dominated by questions a well-timed notification would have answered.
- Every proposed automation has to pass compliance, so the safe answer becomes sending nothing.
- Communications are technically accurate and emotionally flat, and customers read that flatness as indifference.
The six pillars here
What each pillar looks like in this world.
01ClarityCustomers know why verification is being asked for, how long the process takes, and what happens next.
02ConsistencyAn alert, a statement and a support conversation all sound like the same organisation.
03EaseVerification, funding an account and completing a first transaction each take the fewest steps regulation allows.
04ConnectionNotifications tell someone what a change means for them, not only that a change occurred.
05Follow ThroughWhen something goes wrong the customer hears from you before they ask, and hears the resolution afterwards.
06MomentumEducation arrives at the moment a feature becomes relevant, so customers keep finding reasons to stay.
Who this is for
The organisations this work suits.
Digital banks, payment and transfer platforms, investment and wealth apps, insurance technology, lending platforms, and established financial services businesses building digital channels. You have a compliance function that needs to be part of the design rather than a gate at the end.