Trust, inclusion and better outcomes: Lessons from our Edinburgh roundtable

In partnership with Scottish Financial Enterprise, Hippo hosted a roundtable and dinner at The Bonham in Edinburgh to bring leaders from the financial services sector together. The evening was designed to create space for reflection on how user-centred design can help organisations navigate some of their most complex challenges, from driving measurable service improvements, to handling sensitive data and meeting the needs of diverse customers.

Hosted by Duncan Richardson, Hippo’s Director of Business Development for the Private Sector, the evening began with a welcome and thanks to those who joined us. Duncan spoke about the importance of creating space for open conversation and reflection, recognising the competing demands leaders face and the value of coming together to share experiences.

Over dinner, three of Hippo’s experts shared perspectives and insights from real delivery use cases, sparking conversations on how financial services can apply these lessons to build services that are not only high performing but also trusted and inclusive.

The first course was introduced by Jack Haith, Senior UX Designer at Hippo, who spoke about the transformational difference it can make when organisations start with users rather than systems or technology. Drawing on his experience of designing authentication services used by millions of people, Jack explained how putting people at the centre of services does more than improve usability. It shapes product strategy, reduces risk and delivers measurable outcomes that matter to both customers and businesses.

For leaders in financial services these ideas will already feel familiar. Customers want services that work first time, that feel simple even when the systems behind them are complex, and that adapt to their needs rather than forcing them to adapt to the organisation. What Jack’s reflections brought out was how listening to users early can make those expectations easier to meet and less risky to deliver.

The second course was led by Nate Sheach, Senior Service Designer at Hippo. He focused on why inclusive design is essential, particularly when it comes to supporting vulnerable users. Nate highlighted that the needs of vulnerable people are often treated as edge cases, yet in reality they reveal the barriers and pain points that many others experience too. By designing with these groups in mind, services become more efficient, more usable and more effective for everyone.

In financial services vulnerability is already recognised as a critical issue. Nate’s reflections added perspective from work in other sectors, showing how designing with vulnerable users in mind often makes services stronger for everyone. By sharing these experiences the discussion opened up ways to think about empathy not as an add-on but as part of building services that are more usable, more efficient and ultimately more trusted.

The final course was introduced by Brendan Lancaster, Principal User Researcher at Hippo, who spoke about the responsibility organisations carry when handling sensitive personal data. He emphasised that accountability and transparency are not just regulatory obligations but powerful ways to build trust. When people understand how their information is being used and feel confident that it is handled responsibly, loyalty follows.

For financial services, this is especially critical. Trust is the foundation of every customer relationship, yet it can be fragile. A lack of openness risks eroding confidence, while a transparent approach can strengthen long-term connections and set organisations apart in a crowded market.

As the final plates were cleared, what remained was a sense of shared purpose. The conversations at The Bonham showed that financial services and the public sector are grappling with many of the same challenges. Both need to modernise, both must meet the needs of diverse users and both rely on trust as the foundation of every service they deliver.

The evening proved that technology alone is not enough. It is people who shape the success of services, and it is by listening to them that organisations can move faster, reduce risk and achieve outcomes that matter.