Communication strategy for financial inclusion

We help financial services and financial inclusion organisations communicate clearly and with impact. Our specialist services cover customer content, user research, policy writing, financial inclusion advocacy and impact reporting. We also train teams in communication skills.

We are unsure which communication intervention would help

Identify where communication can support financial inclusion

Understanding a fee does not make it affordable. A communication intervention therefore needs to start with the barrier people face and the provider’s responsibility for addressing it.

We help you distinguish a need for clearer information or practical education from a problem that requires product or process changes. Your programme has a stronger basis for deciding where to invest.

Services

Communication strategy: We examine the problem with your team, drawing on available research and the decisions people need to make. An intervention brief sets out the audience, the intended change and the provider’s responsibilities. We also agree what evidence would help assess progress, so communication activity has a clear purpose within the wider programme.
User testing: We test proposed materials or learning activities through realistic tasks with the people they are intended to support. Participants explain their choices, allowing us to explore how the intervention supports the decisions they face. Findings inform your next development decision and identify issues that need attention elsewhere in the service.

Questions about communication strategy and financial inclusion

How can communication strategy support financial inclusion?

Start with the decision people need to make and the barrier preventing them from making it. Narratology helps define where information or education could help, alongside the provider’s responsibilities. The resulting brief sets out the audience, intended change and evidence needed to assess progress.

How should financial inclusion programmes approach AI explanations?

Consider who can access the AI service, whose needs it meets and how people can question its answers. The Mills Review highlights access, confidence and human support as important considerations for AI-enabled financial services.

We can help define the communication problem and scope research with intended users. That includes considering people who need another route to information or support.

Work with Narratology

Tell us about the communication problem you want to solve. We’ll discuss the work involved and agree the scope and fee.

Discuss your project info@narratology.co.uk

Read the white paper

Financial literacy is not enough: how communications professionals can support financial inclusion

By Frances Gordon · 8 pages · 367 KB

Read online Download white paper (PDF)

About Narratology

Narratology is a communications consultancy based in the UK. Our expert consultants each bring over twenty years of experience in fields including financial inclusion, journalism, marketing and technology.

We draw on that expertise to make complex financial and technical ideas clear, with close attention to the evidence behind them. Whether we are writing customer information or developing an impact story, the work starts with what people need to understand and use.

info@narratology.co.uk