Exceptional User Experience Begins with Words: Plain Language in the Financial Sector

Presentation held at Face of Finance 2019 Conference, Bentley University NY – April, 5 2019 Deborah Bosley explained how much time and money is wasted in corporations as a result of bad design and unclear communication. $396 billion is lost annually in the financial sector, through calls to customer service, incomprehensive letters, forms, applications, policies, websites that do not deliver and posts on social media exposing problems. Dr. Bosley outlined the challenges that content presents and Read more […]

From Chaos to Clarity: Overcoming Negative Emotional Responses to Financial Information

BY DEBORAH S. BOSLEY — Published in STC’s InterCom, February 2014. This article explores how one U.S. financial firm, TIAA-CREF, discovered that usability testing could shed light on the quality of financial information they sent out to investors. TIAA-CREF is a nonprofit investment company that manages retirement funds primarily for teachers, professors, scientists, physicians, and researchers. They currently hold $542 billion in assets and serve 4.8 million investors. For decades, they Read more […]

Usability Testing and Marketing Materials Redesign at TIAA-CREF

Established more than a decade ago, it is the place to be to receive the latest information about, and exclusive insights into, management best practices and technology innovation. Now in its eleventh year, the FCF has become known as the event to attend to get the latest information, insights, and innovative solutions from industry leaders. Usability testing to ensure the clear understanding of financial material is a critical component of successful communication. Unfortunately, many organizations Read more […]