Finance isn’t simple. Unless you’re armed with a handy jargon cheat sheet, ‘Compound Interest’ and ‘The Rule of 72’ just sound like bad action movies. So for those of us who can’t leave a tip without a calculator, pinpointing something like the appropriate amount for a home equity line of credit can be overwhelming. What does this mean for financial institutions in our digital world? Consumers are searching for straightforward content, and whoever has easy-to-understand copy wins.
How can financial institutions simplify their copy?
1. Jargon-proof your copy.
Nothing scares a consumer more than confusion. Believe it or not, not everyone knows the difference between APY and APR, especially millennials as they age into the market for mortgages, car loans and other financial products. Spelling out acronyms and offering short definitions can be the difference between closing the tab and clicking “open account.” Vanguard spells out exchange-traded funds on first mention, rather than simply saying ETFs. Then, they give an overview of what this means as well as how to choose which is right for you. By skipping the technical language, brands can build trust.
2. Show real-life examples.
Consumers want to know, “What exactly is in this for me?” Often, financial services can seem abstract or uniform compared to services offered by other institutions. By helping the consumer see real-life use, it’s easier to establish need. For example, Simple doesn’t say, “We track spending in your checking account.” They say, “Goals and Safe-to-Spend go hand in hand to help you control and understand spending while making sure you have enough to pay the bills-and maybe even save up for something special.” That way, the reader doesn’t just see a digital service — they see secure rent and a fridge full of groceries.
3. Keep it short and sweet.
Big chunks of text can make simple copy seem complex. Be sure to cut empty copy and see what can be said in fewer words. Break up copy with more paragraphs and punctuation. Splitting sentences doesn’t always save space, but it does improve readability. That’s why Mint’s website reads, “Bills? Paid. Don’t miss a bill again. See and pay your bills on one place.” That’s much better than “With the ability to view bills and make payments on the same website, you’ll be less likely to incur late payment fees,” right?
4. Just come out and say it.
Honesty is the fastest route to credibility. If consumers feel like they need a microscope to spot the difference between services, the choice won’t be made with confidence. After all, value can’t be built if consumers aren’t sure what a service is. While Gateway Bank offers multiple checking accounts, each is identifiable through simple headlines and copy that explains which account best suits different life stages and needs. Because “people who just want the basics” have different needs than teachers or retirees.
5. Get personal.
In 2013, Pew Research Center reported that 51 percent of Americans chose online banking over in-store. This means less representatives sharing brand values and walking customers through financial processes. And you know what? A human touch brings simplicity to difficult or new processes. Incorporate personality reflective of a brand’s voice and tone, and offer additional help through straightforward calls to action. GoBank adds personality to copy with short lines like “Psst… you can also find free nearby ATMs with our mobile app.” Personality can lighten financial copy, as well as encourage consumers to follow along to the next step.
6. Speak the customers’ language.
Not only does speaking the customers’ language help readers understand copy, it boosts search optimization. By using phrases customers are already searching for, you can better drive traffic to your online content. Google Hummingbird picks up on conversational queries, like “How do I open a bank account?” So think about how customers speak and ask questions, then provide copy to match. To give users the most accurate search results, pinpoint which pages should use which keywords and phrases. Don’t overuse them — over-optimizing your content does more damage than it does good.
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