Consumers face a myriad of complex situations that affect their well-being and are often at risk of fraud when making purchases online.  We work on understanding difficulties in the consumer journey and on informing and protecting consumers when making online transactions. We also work on simplifying and improving the ease of online environments to ensure consumers can make the best possible decisions.

We have helped organisations keep their consumers safe online by testing different changes to online banking environments to reduce fraud. We have also worked with Which? to investigate how to mitigate the influence fake reviews have on consumers’ decisions when shopping online and how to help pensioners navigate their online retirement accounts.