UXDuty: Moving Beyond "Tick-Box" Compliance to Evidenced Consumer Outcomes
Article Overview
Most firms can prove they sent communications to customers. Few can prove customers actually understood them. That's the evidence gap the FCA is watching, and it's exactly what UXDuty solves.
Summary
The FCA Consumer Duty requires firms to “put consumers at the heart of their business and focus on delivering good outcomes for customers.”
We are launching a new platform that supports the outcomes of The Consumer Duty by enabling firms to run regular, custom user testing
AI-assisted analysis will provide Consumer Duty risk scoring, identifying ‘sludge’, and identify potential user vulnerabilities
The platform will provide evidence-ready outputs
We are opening applications for 10 founding partners to become the first to use the new platform
Apply for a place by emailing [email protected]
Introducing UXDuty
UXDuty is a new platform designed to help firms deliver against their Consumer Duty requirements.
The platform removes unnecessary complexity to deliver affordable, actionable insight that helps firms ensure customers understand key communications across onboarding, service use, and account closure.
Using AI-assisted sentiment analysis alongside human insight, UXDuty highlights confusion, friction, and potential Consumer Duty risks, including impacts on vulnerable customers and unnecessary sludge. It generates audit-ready evidence to support measurable compliance.
UXDuty helps financial firms meet their regulatory duty while improving digital journeys and enabling faster, evidence-led decisions.
The key features and outcomes of using UXDuty
Continuous improvement lifecycle - easy to create test-and-recruit workflow makes continuous testing simple
Onboarding to closure - UXDuty can be used throughout the entire customer lifecycle
AI-assisted analysis - UXDuty can discern between ‘sludge’ and positive friction automatically, it can detect sentiment, predict potential vulnerabilities, and provide automated Consumer Duty risk scoring
Measurable outcomes - Evidence-ready outcomes will provide firms with the testing evidence needed to truly validate consumer experiences
Watch the demo
UXDuty in detail
Reviewing consumer understanding
UXDuty helps firms to review whether consumers have understood their communications. The FCA says that the “rules require firms to undertake appropriate testing of their products or services.”
UXDuty supports firms in achieving this requirement by providing a simple, scalable testing workflow.
UXDuty provides a simple four-step test creation process:
Enter the test name and details
Outline the task
Invite participants
Capture the test results
Test results provide:
Test recordings
AI-assisted annotations
AI-assisted sentiment analysis
Evidence-ready outcomes
Our sentiment analysis enables the system to assign a ‘Consumer Duty Risk Score’ as well as detect potential vulnerabilities.
Detecting and removing ‘sludge’
The FCA defines ‘sludge’ as excessive friction that can hinder the decision-making abilities of consumers.
UXDuty is designed to surface potential ‘sludge’ in interfaces and journeys by uncovering and detecting difficulties that users may experience.
UXDuty provides a simple way to design user testing scenarios to test:
Easy exit workflows, ensuring consumers can exit a product as easily as they sign up
Product switching workflows, ensuring consumers can ‘switch’ products easily
Identification of potentially manipulative design
Using sentiment analysis, UXDuty is designed to distinguish between ‘sludge’ and positive friction; interfaces that prompt consumers to properly understand and consider their choices.
Vulnerable customers and inclusive design
With AI-assisted analysis, UXDuty will look for potential signs of vulnerability. This could include long pauses, multiple errors, or clicking on/responding to the incorrect information.
The FCA documentation encourages firms to “consider taking an inclusive design approach... designing products and services to be accessible and meet the needs of as many customers as possible.”
UXDuty provides firms with an easy-to-configure and scale method of testing whether interfaces and enhancements meet the needs of as wide a range of consumers as possible.
Monitoring and evidence-led outcomes
Moving beyond one-off checks, UXDuty facilitates the 'continuous improvement' cycle that the FCA expects by embedding testing into every sprint.
UXDuty is an evidence-led platform. It is designed to create tests and generate the evidence required to validate consumer experiences.
UXDuty supports firms in moving beyond check-box compliance to assessing consumer understanding. It records users' true experiences and consolidates the findings into evidence packs.
The platform also provides an interface for ongoing, continuous testing, with test creation and user onboarding delivered as simple processes.
How to join
UXDuty is in the beta phase of development, with version one in development. We’re now in a position to recruit a small number of founding partners to be the first to use the tool.
Founding partner spaces are limited to 10 firms. Each founding partner will benefit from the following features:
Discounted lifetime pricing - locked in 50% rate regardless of future price increases
Direct roadmap input - monthly calls to shape feature priorities
Early access - first to use new features before general release
What we ask in return:
Commitment to run 2-3 tests during the MVP phase
Honest feedback on features, UX, and compliance value
Willingness to participate in brief monthly feedback sessions
If you think UXDuty is for you and you’d like to apply to join our founding partner programme, please email [email protected].