Training is the most common investment firms make in vulnerability. It is also the one most likely to fade. Here is why, and what to do instead.  If we asked every firm we have worked with to name the first thing they did when vulnerability became a priority, the most common answer would be training. … Continued

Many firms hear ‘inclusive design’ and think accessibility. Or they think it is a user experience (UX) exercise. It is neither. Inclusive design is a methodology for making services work for vulnerable customers, and for all customers who use them.  There is a version of inclusive design that has become familiar in digital and product teams. It … Continued

Complaints are the insight source most firms rely on first. But if complaints data is the only lens you are using to understand vulnerable customers, you are seeing a fraction of the picture.  Most organisations track complaints. Many report on them regularly. Some even break them down by customer segment, including vulnerability. On the surface, … Continued