Plain Numbers case studies

If you’d like to see how our partners have applied the Plain Numbers Approach to their communications explore a sample set of case studies below.

What do our partners think?

“Plain Numbers gave us the tools required to simplify the process for personal loan customers looking to borrow more. Not everyone is good with numbers and the previous process meant customers had to do some of their own calculations to compare their options.

These changes mean we can now present complex information in an easily digestible manner, making it easier for customers to compare the options giving them the confidence to make an informed decision.”

Sophie Martin

Product Owner, Nationwide.

Nationwide’s team have been enthusiastic about the Plain Numbers Approach, and this personal loan quote is just one example of a key customer journey where improvements have been made.

The original version reflects a traditional approach to presenting information, relying heavily on customers' ability to work with numbers and understand financial concepts.

The Plain Numbers Certified version, however, uses a narrative approach to clearly convey what the numbers mean for the customer, explicitly detailing the interest amount and loan term.

To read the full case study, click here

Nationwide loan quote

Before

After

Aviva income protection statement

This new communication from Aviva provides customers with clear and concise information so that they can make informed decisions about their policy.

Financial product statements are often packed with numbers, which can distract from the key message and create an overwhelming experience for the customer.

Aviva’s new statement prioritises the key information on the front page in a digestible format, with additional benefits and less critical details provided on later pages.

To read the full case study, click here

What do our partners think?

“We want to provide customers with regular information about their protection cover to remind them of the benefits they have in place.

The aim is to use a concise, easy to read format to maximise engagement and understanding. It has been particularly beneficial to work with Plain Numbers, taking their advice and guidance to achieve an outcome we are sure will be well received by out customers.”

Matt Usher

Individual Protection - Journey Manager, Aviva.

Energia bill notification emails

Energia, one of Ireland’s largest energy providers, have created bill notification emails that keep things simple.

Many people say they find energy bills confusing. This is usually because of information overload where confusing additional information is provided and distract the reader from what they really need to know.

This set of bill notification emails strip back the information presented, with numbers displayed clearly. This simplicity exemplifies the Plain Numbers Approach, demonstrating that, when it comes to numbers, often less is more.

To read the full case study, click here

What do our partners think?

“Partnering with Plain Numbers showcases Energia Group’s dedication to enhancing energy bill accessibility, empowering customers to manage usage and make informed choices.

The certification of our bill notification emails demonstrates our commitment to clear, accessible communication, fostering control for customers over energy consumption.”

Una Craven

Customer Communications Manager, Energia

Certified Direct Debit version

Certified Non-Direct Debit version

Thames Water Online Account Dashboard

Thames Water have worked with Plain Numbers to make improvements to their online billing platform.

The Plain Numbers Approach was used to make it easier for customers to find and understand the numbers they need at a quick glance. Changes include removing numbers that don’t support decision making, which helps to make the dashboard feel less overwhelming, easier to understand and less likely to generate maths anxiety.

The team have also made improvements to some of the supporting pages, including using graphics to aid customer understanding.

To read the full case study, click here

What do our partners think?

“We’re committed to improving our customers’ experience, which includes breaking down barrieres when it comes to communicating bills and numbers. We’re really proud of the work we’ve undertaken with Plain Numbers and it’s encouraging to see the positive impact it’s having on our customers.”

David Bird

Retail Director, Thames Water

After

Before

Using graphics to support customer understanding

A graphic has also been developed to provide clarity to customers about why their payments and the balance in their account may differ.

Jaja Finance Credit Card application journey

Making a well-informed decision about a credit card can significantly impact one’s financial future, and understanding the numbers is key to making that choice.

The screenshots included here show just one example of the many changes made to the application journey. Big improvements were made to the display of the offer, eligibility form, and payment information.

To read the full case study, click here

After

Before

What do our partners think?

“We know we’ve already made a positive impact on our customer’s financial health and wellbeing through the way we communicate with them, and we want to continue making this progress.

Helping our customers manage their credit better is something we continue to work hard on and with the help of Plain Numbers we know we can make a huge different.”

Lucas Dalglish

Chief Commercial Officer, Jaja Finance

PayCaptain payslip

PayCaptain have worked with Plain Numbers to support its mission to transforming the payroll experience and providing a payroll solution that drives financial wellbeing

If people are to be empowered to thrive financially, it’s vital that they understand their income. Traditional payslips make this more difficult than it needs to be.

The first payslip to achieve Plain Numbers Certification provides a helpful and informative communication for employees by improvements to the presentation of numbers, reducing information overload, and improving language to support better understanding.

To read the full case study, click here

After

Before

What do our partners think?

“PayCaptain’s mission is to be the most helpful payroll solution on the planet; to achieve this we put people at the centre of our design.

There is extensive evidence to suggest that many, many UK adults struggle with numbers. If you combine this with how financially fragile we are as a nation today it is obvious that employed people need more ways to understand their pay, to feel confidence it is accurate and to know what to expect. Working with Plain Numbers was a no-brainer for us. We have had an exceptionally positive response to the Plain Numbers Certified payslip with it having exactly the impact we hoped for.”

Simon Bocca

CEO & Founder, PayCaptain

A modern, helpful payroll solution