Case Study :

Understanding consumers’ needs from everyday finances

The Project

Consumers’ needs from everyday finances

Our Approach

This large-scale programme for Which? was designed to develop a deep understanding of consumers’ behaviour and needs when they interact with ‘everyday’ retail banking and payment services. Our research also looked to the future by exploring how consumers might respond to changes in provision, including areas where they could become more vulnerable or be at greater risk of harm. We designed a mixed qualitative and deliberative approach to answer these questions and this was conducted over multiple research stages and in 4 locations across Britain. In total, we engaged with almost 120 people during the course of this research. Our report has now been published and the insights are being used to shape Which?’s policy development and campaigning in this area.

Client Feedback

“Our partnership with Collaborate elevated our understanding of UK consumers. Collaborate facilitated our full participation in and observation of research sessions, embedding our team within the research process. This joined-up approach afforded us unique insight into the everyday financial worlds of consumers. The way in which Collaborate worked with us throughout the process helped ensure that the research findings were on point. The thorough way in which the research was undertaken meant that the report reflected the full range of consumer views and provided invaluable insight for our key stakeholders.”

Anna Cordes, Senior Policy Researcher, and Justin Protts, Senior Policy Partner, at Which?