Vulnerable Customers Insight Report

This report is for accessibility and customer experience professionals who want to design services that work for people in real life, not just meet compliance standards. 

This report gives you:

• Expert insights from HSBC, ImpactMatch and AbilityNet
• A checklist of ‘Key actions’ to take on each of the sections
• A high-risk customer journey review checklist

A taster of what's inside:

The key message is to design your products and services so that they work when your customers have less time, less confidence, less capacity or more at stake, and to treat accessibility as part of customer experience, not a separate workstream. 

1. Design for dynamic vulnerability: people’s needs change by context, stress, confidence and circumstance. 
2. Go beyond WCAG: test clarity, comprehension, support routes and end-to-end journeys. 
3. Focus on high-risk moments: complaints, fraud, debt, bereavement, account access and recovery journeys. 
4. Embed accessibility early: build it into design, content, governance and customer experience decisions.