Natalie Lewendon

…pelling upside before anyone will make the change towards preventative care and early intervention. The alternative to making money out of customer failure is to make money out of customer success — to help customers become better users of debt. But this argument of Long Term Value vs Short Term Gain, is notoriously hard to win.

…d a piece of work for a bank, looking at how we could help prevent customers from falling into debt. Taking a human-centred approach, we quickly discovered that the customer’s journey into debt and collections was rife with missed opportunities, counter-productive actions and an overall ethos of ‘just enough, just in time’. What was being called ‘early intervention’ wasn’t nearly early enough.

…e project’s background, research, and the rationale behind certain design decisions that were made. Annotations by no means replace the need for design documentation — rather, they compliment each other. For this article, I’ll be talking specifically about design annotations that are actually embedded …