Corporate Profile 47Billion Information Technology
Mrs members' Evening - March 2016
1. Anjul Sharma
Head of Client Development
FreshMinds
ON YOUR SIDE
Researching society’s most vulnerable
with true empathy
Drew Drewery
Customer Experience
Nationwide
2.
3. To deepen our understanding
of financial difficulty
What are the triggers and warning signs of financial
difficulty?
What actions do those facing financial difficulty take?
What emotions do those in financial difficulty experience?
THE GOAL
7. 51% 50% 30% 26% 25%
4% 11%
Job related factors Personal or family
changes
Economy or
industry related
Health issues Needed to make a
large unexpected
expenditure
Gaming or betting Other
TRIGGERS OF FINANCIAL DIFFICULTY
10. 63%
37% Immediate
response
Delayed
response
felt there was no
solution so didn’t react
ACTIONS TAKEN BY THOSE IN FINANCIA
DIFFICULTY
Immediate reaction when faced with
financial worries
Reasons for delaying contact
thought the situation would
improve78%
44%
avoided contact with those
they owed money35%
12. THE TOUGH EMOTIONAL JOURNEY
Denial and isolation Anger
Identity
crisis
Re-
evaluation
Accepta-nce
13. WE GOT FURTHER, FASTER BY
∕ Putting the customer at
the heart of the challenge
∕ Breaking the confines
of research
∕ Getting commitment
from stakeholders
Lindsey
I’m Lindsay. I’ve been with my partner Trevor for over 10 years and we live together in a 2 bedroom home in Manchester. We’d never had any problems money-wise and always prided ourselves on being careful with our money. We shared responsibility for everything: our mortgage repayments, the bills and we were never once late with our payments
All of that changed 2 years ago when I noticed a lump on my breast. I went straight to the doctor as a precaution but I didn’t think it would be serious, surely I was too young for this sort of thing to happen to me
But I was wrong. I was told I had breast cancer and that they needed an operation. Fast. Within a week I was in hospital, my world up in the air, my partner in tears at the thought of losing me
It was such a horrible time. I felt so scared. I panicked every waking minute and had no one to talk to. To begin with, all I worried about was my health but then it began to spiral into other things too. I knew I’d have to stop working and that without my money coming as a senior manager in a logistics firm we wouldn’t be able to pay our mortgage. I didn’t know what to do
I shut myself off from my hubby Trevor because he already looked a wreck and I didn’t want to be another burden for him
So tell me Simon what happened in your case?
Simon
I’m Simon. Married with 3 kids and 2 dogs. I used to work at the local airport as a security manager. I was really dedicated to my job, I’d work overtime, I’d give up my free time to help them out at the airport out. I even left our anniversary dinner early to rush to the airport for an emergency shift
Then what do they do? They threw it back in my face. Re-structuring they called it. My foot!!! In November last year, they made me redundant. With no money coming in and a family to support, I didn’t know what to do and I just went off the rails now that I think about it. I couldn’t think straight. I couldn’t even get myself out of bed on some days. I started putting money on credit cards to make ends meet but soon I couldn’t pay them off