Free webinar: Vulnerable Customers: Designing accessible, inclusive experiences for all
As part of AbilityNet's contribution to Global Accessibility Awareness Day (GAAD) , join this practical webinar to learn how digital accessibility supports better outcomes for 'vulnerable customers'.
'Vulnerable customers' is a term that is used in various contexts as shorthand for customers of any service who may need additional considerations.
Designed for accessibility, digital, compliance and customer experience professionals, the session looks at real‑world barriers customers face when interacting with digital services.
Through practical examples and expert insight you will:
- Explore how disability, neurodiversity, health conditions, life events, digital confidence and financial resilience can intersect
- Find out how inclusive, accessible design enables clearer communication, safer digital journeys and more confident customer interactions.
- Learn how accessibility helps meet the Financial Conduct Authority (FCA) Consumer Duty, reduce risk and move from reactive fixes to a culture of proactive, person‑centred design that builds trust for everyone.
- Discover how the phrase ‘Vulnerable Customer’ is applied in different situations, and hear different perspectives on its use.
Attendees will leave with a clearer understanding of what is meant by vulnerable customers, how it relates to their own work, and how inclusive design and accessibility builds trust, reduces risk and creates better experiences for all.
Join us!
Everyone who registers will receive a recording after the event - so sign up even if you can’t attend live.
Who should come to our webinar on Vulnerable Customers and digital accessibility?
This webinar will be of interest to compliance, accessibility and customer experience teams in any organisation regulated by the FCA, as well as:
- Accessibility, compliance, product and service leaders
- Customer Experience and Vulnerable Customer leads
- Financial sector institutions
- Digital product owners
- Customer Service leaders
- Brand and trust leaders
Meet the panellists:
Alice Taylor, Principal Accessibility Consultant Team Leader at AbilityNet
Alice Taylor is a Principal Accessibility Consultant in AbilityNet's Accessibility Services Team, and plays a key strategic role in supporting organisations on their accessibility maturity and compliance journeys including those in scope of the European Accessibility Act (EAA).
Alice's blend of technical expertise, regulatory insight, and strategic consultancy helps organisations embed accessibility into their DNA, through strategic accessibility guidance, Digital Accessibility Maturity Model (DAMM) assessments, and long-term accessibility planning.
Leigh Smyth, CEO, ImpactMatch, co-founder of ActionAble and AbilityNet trustee
Leigh is an award winning accomplished social inclusion activist, strategist, and advisor. As the Chief Executive Office (CEO) of the RaceOnline2012 campaign and Go ON UK Charity, Leigh worked alongside AbilityNet patron Baroness Lane Fox on initiatives with top Financial Times Stock Exchange names to drive digital inclusion.
Leigh was the Responsible Transformation Director at Lloyds Banking Group including the strategy and delivery of the Lloyds Banking Digital Skills Academy, and worked with the United Nations as advisor on the approach for the financial inclusion targets for all global banks.
Leigh is actively involved in campaigns for digital and financial inclusion, and has also sat as a member on a number of inclusion boards such as Women in Banking and Finance and the Tech Talent Charter. Leigh is also the Digital Leaders Impact Judge and the Chair for the national Impact conference as well as a previous Women in Banking and Finance 2016 award winner and Innovate Finance stand out 35 amongst other awards. Leigh is also a TLC Lion who believes in the power of storytelling to drive workplace culture change and in order to drive more inclusion and impact in the world.
Robin Christopherson, MBE
Robin is Head of Digital Inclusion at AbilityNet and a leading light in the global community of accessibility and digital inclusion specialists.
Robin's experience of sight-loss gives him a first-hand experience of the power of digital tech to transform people's lives - and he loves nothing more than showing people how he uses computers, the internet, his phone, Amazon Alexa and many other technologies as part of his daily life.
It has also made him a passionate and powerful advocate for accessibility, inclusive design and digital inclusion, making the case for social and technical changes to business, government, third sector, universities and many other organisations.
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You can find an archive of our webinars on our website and we also offer paid role-based accessibility training.
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Useful links
- Sign up to the AbilityNet newsletter
- Find out about the AbilityNet Workplace Inclusion services
- Start your workplace inclusion journey with the AbilityNet Gap Analysis service
- Speak to our workplace inclusion experts
- Discover more AbilityNet webinars