As many as 1 in 2 people experience vulnerability at any one time. The impacts of this can leave them open to harm. We help businesses to design, deliver and monitor good outcomes for those who are experiencing vulnerability.

We support clients across all sectors, wherever they are in their journey to support vulnerable customers.

Experienced – Dedicated – Professional

The inclusive outcomes pathway

The inclusive outcomes pathway is our approach to auditing and benchmarking vulnerable customer processes. Based on key pillars from regulatory policies, and our depth of market insight, we will:

  • Help you understand your current activities on a scale from zero to best practice, including where you are against peers

  • Identify any problem areas for you to address in the near term

  • Work with you to develop strategies and plans to improve processes around vulnerability, leading to better outcomes for consumers

Consumer understanding and experience

Consumer understanding is central to good outcomes for vulnerable customers. We help with testing communications, literature and advertising for understanding and inclusivity to ensure communications are serving their purpose for all customers. Plus we run journey mapping and reviews with specific focus on vulnerability characteristics.

Outcomes measurement

Working with you to design the best ways to measure good outcomes, and helping you to activate this for vulnerable customers. We’ll meet you wherever you’re at today and tailor the approach based on product complexity, familiarity and potential for harm.

Inclusive proposition and service design

Inclusive design with people experiencing vulnerability helps propositions and services become more effective for all consumers. From consumer insights through to workshop facilitation and design, we’ll help you deliver more inclusive propositions and services, and measure their success.

Strategy development

We specialise in vulnerability and financial inclusion, and our experienced team have decades of experience in consumer strategies. We can help with customer inclusion, audience understanding, problem definition, scenario planning and more.

Consumer insights

Inclusive Outcomes is part of the Big Window, and we work with the brilliant team to deliver value through insight-led decision making. Whether your insight needs are specific to vulnerability, or even broader, our team has decades of experience in consumer understanding.
Throughout all of our work, we understanding the importance of documenting changes and outcomes from compliance, and work with you to ensure you have everything you need to meet your requirements.