Feeling Financial Health in 2028

Royal Bank of Scotland - 2019



About the project

This project explored future experiences around financial health involving data and healthcare. Our objective was to analyse the values of current customers and translate their existing behaviours into emerging forms of future customer experiences appropriate to the context of the UK in 2028.


Methodology & Outcomes
As we were working in a group of ten from different backgrounds, we had to make sure the acquired individual knowledge was well-shared within the team using both physical and digital resources.
We explored themes concerning Finances, such as ‘Politics’, ‘Health’, ‘Education’. Our collective knowledge resulted from all our interviews with experts, desk research and literature review.


To communicate our findings, we created a future world and a set of future people who were interacting with the bank of the future. This gave the client design opportunities for future services. User-testing helped us pinpoint current worries about data the participants had, and so we refined the bank’s future touchpoints accordingly. We also evaluated the bank’s design research model. We suggested our client a methodology to develop future-based scenarios that would inform the company’s strategic shift from transactional to experiential financial services.