Devon Fields Consulting
Shaping the UK Policy Agenda for Inclusive Digital Payments.
Cite partnered with Faith Reynolds, founder of Devon Fields Consulting and one of the UK’s leading experts on financial inclusion and payment policy, to transform complex sector research into high-impact publications and digital storytelling tools.
The challenge.
As the UK transitions towards an increasingly digital payments ecosystem, millions of consumers risk being left behind. Faith Reynolds needed a creative partner who understood the subtle nuances of financial inclusion, Consumer Duty, and payment infrastructure to turn dense research into compelling visual assets. The goal was to equip Faith with the tools needed to influence senior leaders across government, regulatory bodies, and major retail banks.
What we delivered.
Hidden Heroes Report
We designed and formatted the landmark Hidden Heroes research report funded by LINK. The work visualised the reality of the UK’s 11 million informal “financial helpers” who provide nearly £4 billion in unpaid support each year to help vulnerable friends and family navigate digital banking.
A Consumer Vision for Payments Report
We created the design layout for this coalition-backed report, supported by major consumer groups including Which?, Age UK, and StepChange. The publication established three core design principles—Confidence, Control, and Connection—to guide the UK’s National Payments Vision.
Building Confidence, Control and Connection in Digital Payments
We designed the publication for Faith’s comprehensive report outlining how near- and next-generation technologies can drive digital financial inclusion. The report mapped out the socio-technical stack and funding models required to build a shared-service digital front door for UK banking.
UK Digital Wallet Concept Animation
To turn policy theory into an intuitive visual story, we created a motion graphics animation showcasing how an inclusive Digital Wallet would function in real life. The animation demonstrated how features like digital ID, delegated authority, and smart data can seamlessly connect consumers, trusted helpers, and community bankers. This asset gave Faith a clear, memorable way to present the concept directly to executive stakeholders, including HM Treasury, the Bank of England, high street bank leadership, the Post Office, and civil society groups.
Macro-impact & industry reach.
Rather than standard commercial conversion metrics, the success of this work is measured by its reach, policy influence, and potential impact across the UK financial ecosystem:
High-Level Strategic Influence
The reports and visual assets directly informed national debates on payments architecture, giving consumer advocates a seat at the table alongside the Payments Vision Delivery Committee, regulators, and infrastructure operators.
Reframing the Sector Narrative
The visual presentation of the Hidden Heroes research helped shift the industry conversation from individual digital skills to recognizing the “shadow infrastructure” of 11 million helpers supporting vulnerable account holders.
Demystifying Next-Gen Infrastructure
By animating complex concepts like programmable money, alias-based payments, and “Tell Us Once” data sharing, we helped decision-makers across government and banking picture a practical alternative to “digitisation by drift”
