Inclusive Outcomes exists to help firms define, design and deliver good outcomes for customers in vulnerable circumstances – from financial services to utilities to telecoms. We work with providers, and industry bodies, to turn good intentions into practical solutions that last — and in turn, help firms deliver better outcomes for all customers.

From governance frameworks and strategic reviews to inclusive product design and sector-wide benchmarking, our work is rooted in evidence, empathy, and impact.

Working in vulnerability and inclusion means collaborating with people who care deeply. That’s been one of the most energising parts of this journey. We’ve met so many resilient, committed leaders who are quietly transforming their organisations — often without realising just how much they’ve achieved.
So here’s a reminder: be proud. Across financial services, we’ve seen brilliant work that’s already improving outcomes for customers in vulnerable circumstances. There’s always more to do, but progress deserves recognition.

This principle isn’t new, but it’s foundational. At Inclusive Outcomes —in partnership with The Big Window — we focus on the diversity of customers and the reality of their lives. That means moving beyond assumptions, listening deeply, and designing services that reflect real-world complexity.

Whether we’re running discovery workshops, mapping customer journeys, or building personas and toolkits to embed customer inclusion, our goal is always the same: to help organisations see their customers more clearly, and serve them more effectively.

Too many firms still rely on customer disclosure and frontline operational teams to identify and support vulnerability. These teams do incredible work, but they shouldn’t have to carry the weight alone.
There’s huge opportunity in product and journey design to embed support earlier, reduce friction, and make life easier for everyone. Vulnerability shouldn’t be a reactive process — it should be built into the DNA of how services are created and delivered. Our report, “Designing for Inclusion from Start to Finish” can help firms of all sectors and sizes to achieve this.

Just like the teams doing this work inside organisations, this is a moment for us to celebrate what we’ve achieved together — and to recommit to keep doing more with customers at the heart of our organisation – especially those who are under served today.
So yes, birthday cakes are welcome (and strongly encouraged 🎂). But more than that, thank you — to everyone who’s invited us in to work with them, run workshops, host sessions, and collaborate over the past year. And to those we’ll be working with in the months ahead.

Here’s to year two — and to building essential services where inclusion isn’t an add-on, but always a priority from the start.