MySerene
Sergei Nagy
Phone
PhoneActive
Savings account
Onboarding
struggling
Vulnerability markers
Loneliness Indicator
High impact
Compulsive shopping
Medium impact
Erratic Income
Low impact
Risk
Vulnerability
High
Arrears
High
Scam
Medium
Care Companion
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Tone & Contextual Guidance
Recommended tone
Gentle & reassuring
Sergei is entering a vulnerable period as he navigates the onboarding process for savings while struggling with feelings of loneliness and erratic income. It’s crucial to provide him with a supportive environment that acknowledges his challenges and reinforces that he is not alone in this journey.
Emphasise
- reassurance that support is available throughout the onboarding process
- validation of his feelings of loneliness and challenges with income
- emphasizing the benefits of savings and stability
- clear communication about steps in the onboarding process
- creating a trusting relationship
Avoid
- using jargon that may confuse or overwhelm
- rushing through the onboarding steps
- indicating any judgment about his financial situation
- minimizing the impact of his feelings of loneliness
- pressuring him to make quick decisions
Risk Signals
- Struggling financial situation
- Loneliness indicators present
- Erratic income patterns
- Medium scam propensity
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