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Embedded customer inclusion

Stronger compliance. Better outcomes for vulnerable customers. Happier colleagues. Commercial growth. We deliver all four.

How we help

Where vulnerability creates risk

Most organisations understand what regulators expect
when it comes to vulnerability. The challenge is turning those expectations into services that consistently work in practice, for customers, for colleagues, and for the business.

When that happens, compliance strengthens, vulnerable customers get better outcomes, colleagues feel more confident and equipped, and the commercial benefits follow: fewer complaints, lower cost to serve, stronger retention, and growth.

When it does not, risk builds.

What we do

If this feels familiar

Stronger compliance. Better customer outcomes. Happier colleagues. Commercial growth. If you want all four, let’s talk about where to start.

Let's talk

What we do

We help organisations turn vulnerability insight into practical change

Vulnerability review

Understand where you are. We review your policies, customer journeys, and frontline practices against the experiences of vulnerable customers. You get a clear picture of where to focus first to strengthen compliance, improve outcomes, and reduce costs.

Vulnerability ambition

Define what good looks like. A clear, one-page direction for vulnerable customer outcomes that every team can align with and act on. Colleagues know what is expected of them, and the firm has a shared definition of success.

Inclusive design

Discover, Design, Test, Launch. Four sprint stages built with, not for, vulnerable customers. We deliver proven changes that improve customer outcomes and colleague confidence alongside operational efficiencies before you commit to a full build.

Vulnerability strategy

The ambition, tested by evidence. A practical strategy with governance, leadership accountability, and a plan you can start immediately.  Built on learnings from the Inclusive Design sprint.

Operational embedding

Turn strategy into day-to-day practice. We embed processes, tools, and capability across your teams so that better outcomes for vulnerable customers, more confident colleagues, and stronger compliance become your way of working.

Advisory support

Retained, flexible access for guidance, challenge, and oversight. We aim to leave you self-sufficient, with the tools and capability to sustain your compliance, customer outcomes, and commercial gains without us. We are there when you need us.

Our approach

We help organisations turn vulnerability insight into practical change.

  1. Understand

    We start with what is actually happening in your vulnerable customer journeys. Not what the policy says. What customers experience.

  2. Design

    We redesign services with the people they are meant to serve. Co-discovery, co-design and co-delivery with vulnerable customers.

  3. Embed

    We build the processes, tools, and capabilities so that inclusive service design becomes how you operate, not a project that finishes.

Our approach

Sectors we support

We work with regulated organisations where vulnerability and risk are closely linked.

  • Financial services

    Banks, insurers, lenders, and pension providers who are navigating Consumer Duty, FG21/1, conduct risk, and vulnerable customer outcomes.

  • Utilities

    Energy and water companies that are focused on regulatory and Priority Services Register requirements, and designing services that reach vulnerable customers before harm materialises.

  • Regulated sectors

    Housing associations and providers who are navigating the Social Housing Regulation Act, Tenant Satisfaction Measures, and the challenge of identifying and supporting tenants in vulnerable circumstances.

Who we work with
“They told us what we needed to hear, not what we wanted to hear. That changed everything.”
Sarah Head of Customer Experience, Insurance | After an Inclusive Design sprint
“The Vulnerability Review gave us a clear picture of where the real risks were. We had been focused on the wrong things.”
James Chief Risk Officer, Banking | After a Vulnerability Review
“What made the difference was working directly with customers. It completely shifted how we designed the service.”
Rachel Head of Vulnerability & Affordability, Energy | After an Inclusive Design sprint
“We thought we had a training problem. Turns out we had a journey design problem. That insight saved us a year.”
Mark Director of Operations, Lending | After an Inclusive Design sprint
“They left us with the tools and capability to keep going without them. That is rare in consulting.”
Claire Customer Strategy Lead, Water | After Operational Embedding
“The Inclusive Design sprint gave us something we had never had before: evidence that our changes actually worked for vulnerable customers.”
David Head of Customer Experience, Housing | After an Inclusive Design sprint

Insights

Thinking on vulnerability, inclusive design, customer journeys, and what good practice actually looks like in regulated organisations.

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