Inclusive design is not what you think it is
Many firms hear ‘inclusive design’ and think accessibility. Or they think it is a user experience (UX) exercise. It is…
What your complaints data is not telling you about vulnerable customers
Complaints are the insight source most firms rely on first. But if complaints data is the only lens you are…
Your Consumer Duty Board Report: beyond the checkbox
The Consumer Duty Board Report was meant to be a moment of honest reflection. For too many firms, it has…
Why most vulnerability strategies fail before they start
We see the same pattern in almost every sector we work in. A firm recognises that vulnerability matters. Budget is…