We help insurance, investment, superannuation, financial advice and retirement organisations make the changes they are looking for

We have conducted thousands of interviews with the users, customers and stakeholders of financial services of all kinds, as well as hundreds of interviews with financial planners and brokers.

How we help insurance, superannuation, investment, financial advice and retirement organisations

To help our clients understand and respond to emerging issues in this sector we conduct user and customer research about digital transformation, financial advice, financial literacy, personal, business and general insurance, investment, superannuation and retirement, and compliance and regulatory issues.

We understand how to research investors, shareholders, superannuation fund members, financial planners, and their clients; people paying for their funeral; income protection insurance, trauma insurance,  life insurance, direct life insurance, personal injury insurance, general insurance; reverse mortgages. 

We have researched digital transformation, new business processes, claims, and complaints.

Are you a compliance / regulatory professional wanting to understand your customers' or users' perspective?

As trained linguists, plain language experts and experienced researchers, we can help you meet your Duty of Reasonable Care and other compliance obligations, using our specialised user-testing method. 

We bring independence and objectivity to this, as well as breadth and depth of research expertise, and our extensive knowledge of how people use language to communicate.

We do more than advise you of the impact of complex design and poor communication; we use the research we have conducted for you to help you rewrite or redesign your communications.

We have spent many years conducting research on topics like this and are currently developing new ways to help financial services organisations. 

The key to this is understanding your customer or user. 


Head on over to our user testing page to find out how we can test your comms to ensure they are written with your customers' experience in mind.

Or contact This email address is being protected from spambots. You need JavaScript enabled to view it.to discuss how we can help you

Our research with retirees and pre-retirees

We have conducted research with retirees  for many superannuation and investment organisations, and self-funded some work of our own.

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Meeting your 2021 regulatory obligations 

Many financial services organisations will be busy in 2021 ensuring that they meet all the latest regulatory changes including Claims as a Financial Service, the new Design and Distribution obligations, and the Duty of Reasonable Care. We understand these issues, so we can easily help design and conduct the right research for you. We also understand consumers' and investors' need for advice and their appreciation of and concerns about that advice; and the self-service strategies that people put in place to act independently of advice. 

The needs of people in vulnerable situations are complex. Our experience is that qualitative research using mixed methods is the ideal research approach.

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How do people choose when to retire?

How do people choose when to retire? How do they plan, if they plan at all?  We conducted a survey for Industry Super Australia which they submitted to the Retirement Income Review. You can find it here.  

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Policy case study: structured investments


‘Capital guaranteed’ or ‘capital protected’ products are complex structured investments that typically offer investors returns linked to the performance of shares or investment markets, with some assurances about the return of their original investment at maturity. Derivatives, such as options, are commonly embedded within the product structure. The purpose of the research was to understand how well informed retail investors were about capital protected and capital guaranteed investments, and to document how these investors chose and evaluated this type of investment.

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For a quote or a confidential discussion about your research needs