Can customers understand the product, and can the organisation explain its automated decisions?
Financial-services interfaces affect how people understand products, provide information and obtain support. Their design sits alongside internal controls, approval processes and operational dependencies. Tiph's sector perspective addresses information clarity, decision ownership and the evidence required to assess a proposed digital change.
ASSESSMENT QUESTIONS
Operating considerations.
Complex product information and important conditions that are difficult to find
Legacy systems behind customer-facing services
Unclear ownership of automated decisions and exceptions
Dependencies on external technology and data providers
ADVISORY SCOPE
Areas of examination.
Customer-information and service-journey assessment
Requirements for portals, disclosures and support routes
AI use-case review with defined oversight and escalation
Documentation of data flows, system dependencies and decision ownership
TIPH PERSPECTIVE
Disclosure, oversight and customer understanding
The assessment of an automated process should include who is accountable for its output, how an exception is handled and how the decision can be examined. A smoother interface cannot answer those questions on its own.
