We gathered feedback from lived experts and charity experts to help Experian improve the language, design and clarity of the new credit score Experian was planning to launch a few months later.
The panellists reviewed the draft communications and designs of the new credit score through the lens of their circumstances, which included neurodiversity, poor mental health and low knowledge/confidence in managing financial matters, as well as a range of other issues, past and present. The charity experts were specialists in financial vulnerability, mental health and disability.
Three months after the panel session, Experian presented back to the panel the planned changes, validating whether these changes would improve their experiences with the product and to welcome further suggestions.
“Changing something as fundamental as the credit score was a huge responsibility. Working with lived experts and charity experts gave us real insight into people’s experiences—helping us uncover blind spots, rethink the language we use, and make the product truly accessible. The input from the panel shaped a launch we’re proud of because it works for everyone.”
Experian launched its new credit score in November 2025, incorporating several changes based on the panellists’ feedback – “Every word was interrogated and we removed a few phrases”.
Some specific changes were:
- Reframing the messaging to highlight the customers’ benefit, rather than simply communicating internal changes Experian was making.
- Ensuring clarity and transparency throughout the journey, highlighting what new data has been added into the new score, which they had not done originally
- Using supportive and neutral language, avoiding judgment undertones
- Using plain English and avoiding abstract terms (idioms and metaphorical language),
- Removing several phrases and expressions such as:
- ‘Where you stand’ or ‘keep an eye on your score’, acknowledging some will struggle to understand these
- ‘The world is changing and your score is too’, being mindful of the external environment and the challenges people may be facing outside of the score
- ‘helping you make smarter choices’, since it may unintentionally alienate people, making them feel blamed for past choices
- Changed a ‘Coming soon’ banner message to be more specific after learning ambiguous timings could cause anxiety or avoidance for some lived experts
- Toned down the original celebratory style after learning that it isn’t appropriate, especially as some customers would see a score decrease
- Moved the new score breakdown page showing how the score is made up front and centre, given that panellists found this information very valuable but felt it was hidden.
Illustration of changes made to the presentation of what affects the credit score based on feedback from lived experts and charity experts:
