In this episode we interview special guest Tom Johnson from UX/UI design agency Lighthouse for his insights into user research and user experience design to meet the FCA's Consumer Duty expectations.

We explain how these disciplines are important in the context of all four Consumer Duty outcomes and to avoiding foreseeable harm to customers.  Tom introduces us to user experience design, sets out how to research your customers to inform your design, and explains five key design principles that can be practised by people across your organisation - not just design teams.

This episode features Duncan Campbell (senior associate) and Connie Faith (associate) in our London financial regulation team.

Lighthouse is a specialist UX and UI design agency based in London, working with product teams since 2008.  Explore their audit service which gives you expert eyes on your product interface, rapidly generating actionable improvements.

And visit Linklaters’ Consumer Duty webpage for all our insights on the Consumer Duty including our podcasts offering legal insights and thought-provoking cross-disciplinary conversations.