Customer research, user testing and feedback loops for FS products.

Onboarding is an essential part of the user experience. Last year, over 50% of customers applying for digital retail banking threw in the towel before they’d finished.

Finbots are financial chatbots that, at the lowest level, can answer customer questions and perform basic tasks such as providing account balances or updating personal information.This article was written by Jilly Li - an Eleven intern who recently spent an action-packed six weeks in the Consulting and Research team. Alongside conducting customer research, identifying market opportunities and learning all about the business, she also wrote this awesome article. If you’re passionate about changing the fabric of financial services, check out our careers page.

Word soup. That's the jargon used to communicate the story and values of a business. It's what we tell our clients to actively pay attention to and what to avoid when working together to develop new disruptive propositions to take to market. This is taken from our Unfiltered newsletter. Subscribe now for a no BS, uncensored analysis of fintech news and hot topics delivered to your inbox each fortnight.

In this design drill down, we’re looking at how top French fintechs are transforming the way we bank with gesture-based actions and how they are simplifying insurance by putting the customer at the heart of the experience.

Credit cards are a mainstay of American life. As many parents teach their kids, using a credit card responsibly from a young age can lead to both financial and practical benefits later in life, such as better rates on loans and greater access to housing.

After a decade of intense innovation, the mood across global financial services has turned sharply. Optimism has given way to fear and long-term ambition has been shelved for short-term survival.

Making a user's experience seamless is the goal of every designer, but with real life implications for customer financial health, is it time we rethink our approach?

With 11:FS Pulse you can.

There is a popular belief that you have to 'make it real' as quickly as possible – “come on, just f*****g build the thing - it's the only way to learn!”. In many scenarios this belief is a dangerous myth, and here's why...

Do you remember when you first saw a newspaper app on an iPad? It was as though a physical newspaper had been trapped under the black glass. There was even a page turning animation that you probably showed your friends. It was magical. It was digitised news. Ditto for buying albums on iTunes and ordering a traditional taxi; amazing experiences, but we just took what had come before and translated it directly to the new medium.

Africa is the most worthy market for mainstream adoption of decentralised finance. Why? I could go on and on about the underbanked, underserved populations and fragmented remittance ecosystem - while that’s all valid, the biggest pain point in my mind is currency devaluation. Volatile currencies make it difficult for Africans’ savings to hold their value. Solving for currency devaluation will provide the beachhead for the adoption of Decentralised Finance (DeFi) across Africa.

In this week’s news show we had representation from both sides of the Atlantic as Nina Mohanty, Doug Bobenhouse and Valentina Kristensen joined new host Ross Gallagher in his first rodeo in the hosting seat, and Simon Taylor to discuss the week’s biggest stories. Listen here for the episode in full, stream it below or read on for additional insights.

Nobody sets out to block innovation in their organisation. It just happens.

There’s a lot going on right now on personal, business and industry levels. But as I sit here in my home office over the last month talking to senior people in financial services, fintech founders and project teams all over the world, one thing keeps returning to me: “See, we didn’t need more strategy”.

Over the course of the pandemic the UK's financial habits have changed, which is no surprise when you see how people's circumstances have been impacted: