100+ hours of lived experience insights
Lived experience without action is a simply a listening exercise (and sometimes, not even that).
We all know the importance of inclusive design, and designing with (and for) people with lived experience. The FCA knows it, the Government’s Financial Inclusion Strategy states it – and still, lived experience projects can accidentally stop at the “listening” stage, becoming a checkbox exercise.
This year alone, at Inclusive Outcomes and the Big Window, we have completed over 100 hours of lived experience interviews – and as well as centring real people and their stories, we’ve shared actionable insights with our clients that lead to better outcomes.
We’ve spoken with people who are experiencing domestic and economic abuse, and learned about providers have helped in their lives. We’ve spoken with people who have cognitive health issues. With people who are deaf. Who have MS. Who are almost bed bound due to health conditions. Each person brings their own unique experience – and often their own recommendations – for what providers can do differently.
These interviews have covered banking, pensions, retirement, general insurance, protection, investments and more.
As an early festive present, we’re sharing three recommendations from 100 hours of lived experience insight – the ones that come up again and again, and can lead to better outcomes for all customers.
Simple and clear is good for everyone
It sounds obvious, and yet, we all know there is more to do. This is not only about using plain English and clear language, it’s also about providing clarity around processes, and reducing anxiety and overwhelm. As one woman told us,
“can you tell me like I’d tell my 10 year old, one step at a time?”
That can look like:
Providing reassurance in communications gaps
Some processes can take longer than others – and as circumstances increase in complexity, this can add more time to an end to end journey.
As well as some customers going through this for the first time, they may also be highly dependant on the outcome (for example, a loan approval, insurance claim, or equity release journey). Gaps in communication increase stress, doubt and anxiety. Unlike the well known saying, “no news” is not “good news”.
Providing status updates, even if nothing is required, can provide customers with reassurance, as well as reduce inbound calls to chase the process. It also links to the previous point – reminding people that they don’t currently have any actions to complete – which reduces their mental load.
People want to tell you about their needs – make it easy, and then act on it
Consistently, we hear people wanting to be better understood by providers. There is a willingness to share needs – and currently, there is a lack of awareness of how to do this, and what support is on offer.
We know that disclosure strategies are in place, and significant training for front line staff who speak with customers. And, at the same time, customers in vulnerable circumstances are juggling busy lives, complex situations, and the responsibilities of every day life. They don’t know if or how they can be supported, so they don’t ask.
Providers must be clear on what the information will be used for – AND what support can be available – to improve disclosure.
“I’ve told you I’m deaf and asked you to text or email before you call so I can arrange it – why do you keep ringing me?”
When information is captured, it must be acted upon. We have spoken with people who have provided personal information about their needs, have initially felt satisfied when support was put in place for them, and then have been let down by internal processes not being followed.
Disclosure is not the end result – once you have the information, you must act on it consistently to deliver good outcomes.
Looking forward to 2026
At Inclusive Outcomes, we help organisations design and deliver good outcomes for customers in vulnerable circumstances. That starts with understanding, and we bring lived experience insights to life in a range of ways for our clients to inform inclusive design and vulnerability strategies – and then deliver to improve outcomes for all.
From communications and customer journeys, to proposition and disclosure strategies, we’re here to help.
Wishing you a peaceful December break however (and if ever) you choose to celebrate, and we look forward to working with you in 2026.
