Fintech Insider Podcast by 11:FS

1035. Insights: Six predictions that will reshape customer experience in financial services

5 snips
Feb 5, 2026
Guest
Evan Simmonds
Guest
Oliwia Wasik
Guest
Joe Colchester
Evan Simmonds, Principal Product Designer at Up, shapes onboarding and joint-account UX. Oliwia Wasik, UX research analyst at 11FS Pulse, studies real-world digital banking behaviour. Joe Colchester, Head of Product at 11FS Pulse, drives fintech product strategy. They unpack six UX predictions: AI moving from insight to action, automation guardrails, mainstream investing in banks, pensions as lifestyle journeys, prediction markets, stablecoins as invisible rails, and mass-market wealth features.
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ANECDOTE

Up’s Onboarding Plays For Momentum

  • Evan Simmonds describes Up's onboarding focus on speed, relatable tone, and encouraging moments to maintain momentum.
  • Up dedicates a near full team to onboarding, using small celebrations and natural language to reduce drop off.
ADVICE

Make Investing Feel Like Saving

  • Reframe investing as an extension of saving with small, guided entry points and plain language.
  • Keep users focused on long-term progress to reduce panic selling during downturns.
INSIGHT

Pensions Fail Because They Feel Distant

  • Pensions remain under-engaged because they're distant and poorly communicated as lifestyle outcomes.
  • Visualize progress and relate pension balances to concrete life goals to drive engagement.
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