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Services – Master template

The challenge goes here

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If this feels familiar

We help you understand where vulnerability
creates risk and what to do next.

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How we help

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The 4 stages

How we move from vulnerability insight to lasting operational change.

  1. Stage 1: Discover

    We work with vulnerable customers and your teams to understand customer needs and identify where foreseeable harm currently exists across journeys. This is lived experience discovery, not desk research. We map vulnerable customer journeys against your Vulnerability Ambition. The gap between the two is where the value sits.

  2. Stage 2: Design

    We take the gaps from discovery and co-design solutions with customers and your teams. Ideas, typically people and process changes, are generated together. Ideas are conceptualised by the people who will use them and the people who will deliver them. Nothing is designed in isolation.

  3. Stage 3: Prototype

    Rapid rounds of prototyping the best concept to reduce risk and uncertainty. This is where you find out whether something works in practice, not just in theory. It is cheaper to learn here than after delivery.

  4. Stage 4: Deliver

    The proven concept is implemented. With the co-design team, we measure and communicate impact (“you said, we did”), capture lessons learned and revisit the vulnerable customer roadmap to identify the next priority.

Our approach

What to expect

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“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

Sectors we support

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

  • Financial services

    Banks, insurers, lenders, and pension
    providers navigating Consumer Duty,
    FG21/1, and the challenge of turning
    regulatory expectations into outcomes
    vulnerable customers actually notice.

  • Energy and utilities

    Energy and water companies focused
    on their Vulnerability Strategy and
    Priority Services Register requirements,
    affordability, and designing services that
    reach vulnerable customers before harm
    materialises.

  • Regulated sectors

    Housing associations and other
    regulated organisations where
    vulnerability creates operational and
    compliance risk, and where services need
    to work for the people who rely on them
    most.

Who we work with

If this feels familiar

We help you understand where vulnerability
creates risk and what to do next.

Start a conversation

Your questions answered

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