For the past several months, we have been working with Which? to better understand everyday banking and payment services from the consumer perspective.
We co-designed and managed a large-scale programme of qualitative and deliberative research involving almost 120 people around Britain. The aims of this foundational study were to find out what consumers need from their day-to-day banking and spending, how they feel about changes already taking place in the banking and payment markets (such as greater digitisation), and their reactions to some scenarios presented on what the future may hold.
Which? has has now published the findings from this research, including our research report and a video of one of our events.