Craft Innovations

Craft Innovations is a customer experience research and design firm that works mainly with financial services. It runs studies with users around the world, then designs and tests products so that banking, investment and crypto apps are easier to use.

What Craft Innovations offers

• User and product research: qualitative and quantitative studies to find unmet customer needs and test demand, features and pricing ideas.
• UX audits and usability testing: checking digital journeys and removing points where users drop out.
• UX and UI design: prototypes and interfaces for complex financial products.
• Customer experience design: shaping the full customer journey and measuring it with NPS, CSAT and CES.
• Value proposition and product strategy: concept work and customer value proposition design.

Who it works with

Clients include retail, premium, youth and business banks, credit unions, investment and trading platforms (stocks, funds, forex, robo-advice) and crypto services, often working alongside in-house research, product and CX teams.

Key facts

• Focus: banking and fintech
• Reach: research with users worldwide
• Resources: publishes guides on usability, accessibility and gamification in finance apps