Trust is becoming a bigger part of modern digital delivery. Services are asking people to prove who they are more often, security controls are becoming more visible, and AI is being integrated into crucial decision-making processes.
These systems were not built for scale or for the complexity of modern digital life. As people move between roles, devices and services, the cracks begin to show.
This edition focuses on the decisions that shape trust day to day. We share qualitative insights into public perceptions of the UK Digital Identity scheme, lessons from Counter Fraud 2026 on aligning security with real user behaviour, and Jon Tucker’s perspective on the foundations of trust in AI.
We have also launched our Cyber Security Hub, a space for professionals who care about cyber security and building a safer digital future.
Our Hippo headliner
Qualitative research insights on the UK’s Digital ID scheme
By Lauren Gorton, Senior User Researcher
Existing research into the UK’s Digital Identity scheme has focused on whether or not people support it. Our recent qualitative research report explores the “why” and unpacks a deeper context behind shifts in public sentiment and understanding.
Lauren looks at the importance of bridging the awareness gap to build trust with users, the challenges in communicating the scheme’s value, and the barriers to successful adoption.
Insights from Counter Fraud 2026
Securing the person, not the perimeter
At Counter Fraud 2026, Hippo’s Liz Whitefield, Jim Small and Pelin Demir shared “Securing the person, not the perimeter”. The session looked at a fundamental reality in the landscape: preventing fraud is not just a technical challenge, but also a human one.
Drawing on Zero Trust identity principles and insights from real world delivery, two examples came up in the seminar.
01: DWP: Responding to challenges in Universal Credit fraud and error
Agents were dealing with a heavy cognitive load and claimants did not have a secure, simple way to provide evidence. The work introduced an end to end service for agents and citizens, including a document upload route designed for ease of use and enhanced trust.
This work has contributed to broad DWP initiatives stopping over £1 billion in incorrect payments as of May 2025.
02: Bridging the adoption gap with passkeys for NHS login
Passkeys improve security, but only if people adopt them. The NHS focused on the journey around the technology, using research and behavioural insight to reduce barriers and remove friction.
Access became 8x faster and NHS login now supports 5.7 million passkey users.
Snippets
Building the foundations for trust in AI
By Jon Tucker, Director of AI
When teams talk about AI, they often start with the model. Jon Tucker, Hippo’s new Director of AI explores how trust is often formed earlier than that. It depends on whether people can explain the data being used, where it came from and what its limits are.
When ownership is clear and the basics are well governed, delivery can move faster. Teams spend less time second guessing what is safe to use and more time improving services.
Cyber Security Hub
Creating a shared space for cyber security and digital trust
We have launched our Cyber Security Hub as a single place to explore insights from the Hippo team on security strategy, the philosophy of secure by design and building a cyber security culture.. It’s for teams dealing with access, assurance and risk in environments that have to keep running.
Inside the Hub you will find practical insight from delivery and updates that help put new risks and guidance in context. It is also a place to ask questions and connect with people working across cyber security at Hippo.
Upcoming events
- 12 March 2026 – International Women’s Day Celebration
- 16-17 March 2026 – CX BFSI Exchange UK
- 16-20 March 2026 – Digital Leaders AI Public Sector Week
- 19 March 2026 – Webinar: Elevate your CX with IAM principles
- 24-25 March 2026 – Global Government Forum Innovation
- 21 April 2026 – Identity Up North Meetup