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Case study /
Financial services

How a financial services brand changed how it communicates to deaf, hard of hearing and non-speaking customers

A financial services brand wanted to serve deaf, hard of hearing and non-speaking customers better. Standard research shut those voices out, so we built a method that didn't.

At a glance
Sector
Financial services
Solution
Communications Effectiveness
Research approach
Accessible qualitative
Audience
Consumer
Markets
The challenge

Standard research shut these voices out

A financial services brand wanted to serve deaf, hard of hearing and non-speaking customers better.

The brand couldn't improve what it couldn't hear. And standard research methods shut these customers' voices out.

The brand needed to hear from these customers directly, on a method that let them be heard.

The approach

They couldn't tell us. So we asked them to show us.

We designed a methodology that let participants draw their opinions as artwork.

Their views, on their terms.

It was a method the client hadn't used before. They trusted us to deliver the insight they needed.

Brief to debrief took eight weeks.

What changed

+35 NPS within the same group

A change in how the brand communicates. Across email and every other channel.

+35 NPS within the same group at the next wave.

Insight that changed how the customer service team operates.

More than the client thought the study could deliver.

Black and white close-up of a hand writing notes in a notebook during a conversation

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