Currys - Reinventing Currys retail credit product, for complete customer clarity

We embarked on a comprehensive journey to understand the root of these misconceptions. Using both primary and secondary research methods, we were able to understand consumer needs and gaps in knowledge when it comes to retail credit – gathering data from people from all walks of life and levels of vulnerability. Findings were validated over several rounds of testing, both quantitative and qualitative – arriving at strong insights to guide our creative approach.

We used these insights to completely reshape how we present and communicate the product. This led to a market-leading approach to talking about credit, resonating with customers in a way they understand and feel comfortable with. From this, we developed a bank of clear, direct messaging that eliminated ambiguity and championed the benefits that resonated most with consumers. Finally, we created a customer-first choice architecture, presenting the different payment options in the clearest and most appealing manner.