Principles at a glance
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01
Provide assistance at each step
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02
Ease in with intuitive interactions
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03
Incorporate multiple forms of guidance
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Principles in action
Provide assistance at each step
Principle 01
Transactions can be complex; some flows require multiple steps that users must navigate correctly. Support users by offering helpful nudges, bite-sized learning moments, or tutorials at key steps in the journey. This will build their confidence for future interactions.
Principle 02
Ease in with intuitive interactions
New digital finance users are often already expert users of voice and chat experiences. Build on users’ strengths and align with their mental models for interaction as you build more complex flows for your product. This can help users leap forward in engaging with digital finance.
Principle 03
Incorporate multiple forms of guidance
Users come to your product with a range of literacy levels—textual, numerical, digital and more. Enable them to communicate in the ways they feel most comfortable. This will help them complete tasks that are core to their needs, as well as build confidence to return and try more advanced interactions.
Explore other moments in Learning and Upskilling
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Financial Fluency
Build comfort with making financial interactions on a digital device
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Incentivize Action
Let users feel supported and rewarded for their progress
