AI in financial communications: lessons from the FCA
How to use AI for clearer financial communications, with lessons from the FCA on content review, customer testing and practical content policies.
Plain language and financial communication
Practical articles on customer information, user testing and AI assisted writing.
Start with our guide to plain language and ISO 24495, including FAQs.
Financial literacy is not enough for financial inclusion
Financial inclusion depends on what people know and the opportunities available to them. Clear information is part of the provider’s responsibility.
UX writing principles for digital products
UX writing connects the language in a product with the task someone wants to complete. That relationship also gives AI orchestration its starting point.
Using ISO 24495 to assess AI generated content
Apply ISO 24495 plain language principles to AI generated content. Define reader needs, control terminology and check whether the information works.
Prompting for plain language: give AI the right grounding
Use approved facts, audience research and reusable prompt blocks to guide AI writing. Check meaning before judging the quality of the language.
Consumer Duty: test whether customers understand your communications
Test customer communications for Consumer Duty. Use practical comprehension tasks, proportionate research and ongoing monitoring to improve understanding.
How to make long financial documents clearer
Make long financial documents easier to use. Apply plain language, explain important conditions and help customers find information when they need it.
Insurance payment wording: before and after
Compare an insurance payment explanation before and after a plain language rewrite. The revision separates payment options and policy-change fees.
Writing financial planning letters clients can use
Improve financial planning letters with a clear purpose, useful headings and specific next steps. Preserve the meaning of recommendations and conditions.
Writing clear confirmation messages
Write confirmation messages that explain the action and its consequence. Use specific button labels and give people a clear way to keep their current choice.
Six plain language myths in financial and legal writing
Can complex financial and legal information be explained in plain language? We examine six common myths about accuracy, expertise and clear writing.
How we structure plain language training around the ISO principles
Narratology’s plain language training follows the four ISO principles: relevance, findability, understanding and usability. Here is what each involves.
Using narrative theory to question assumptions in financial content
Examine cultural assumptions in financial communication through five narrative elements: the protagonist, setting, medium, language and plot.
Clear privacy information for care providers
Care providers need to explain how they use personal information and what service users are agreeing to. Plain language helps people understand their choices.
Plain language and ISO 24495: principles, practice and FAQs
Understand ISO 24495, its four plain language principles and its use in financial and legal communication. Includes FAQs on training, AI and evaluation.
Tone of voice in financial UX writing
Give financial UX content a tone that suits the situation. Define practical guidance for routine tasks, important decisions and moments when customers need help.