MORE THAN MEETS THE EYE™

Interactive Customer Vulnerability Training Tool

Look beyond the label. Understand the person.

Customers rarely experience vulnerability in neat, isolated categories.
More Than Meets the Eye™ is a practical, interactive training tool that helps teams explore overlapping customer circumstances, look behind behaviour and focus on the support each individual actually needs.

 

£125 + VAT

Free UK postage & packaging

BUY NOW

Ready to use in training sessions, workshops and team discussions.

 

Customers don’t experience vulnerability in neat little boxes.

So why do we train people as though they do?

A customer may be living with a health condition while also dealing with bereavement, financial pressure, caring responsibilities, relationship breakdown or significant change.

These circumstances can overlap and affect how they communicate, understand information, make decisions and engage with your organisation.

When we focus only on the label, we can miss the person – and the support they actually need.

More Than Meets the Eye™ helps teams have a different conversation:

What is this customer experiencing? → How might it be affecting them? → What might they need from us?

 

Bring customer vulnerability to life

Using Customer Avatar, Health Condition and Life Event cards, participants build and explore different customer scenarios.

The cards deliberately provide only part of the customer’s story. That encourages participants to discuss possibilities, notice assumptions and become curious about what they would need to ask to understand the customer better.

There isn’t one correct answer.

One person. Multiple circumstances. Individual needs.

 

See More Than Meets the Eye™ in action

Sometimes the easiest way to understand More Than Meets the Eye™ is to see it being used.
Watch how a simple combination of cards can open up a much richer conversation about what a customer may be experiencing — and the support they might need.

From circumstances to the support someone actually needs

Knowing what’s happening in someone’s life doesn’t automatically tell us what support they need.

More Than Meets the Eye™ encourages teams to explore the whole picture:

CIRCUMSTANCES
What’s happening in this person’s life?

IMPACT
How might those circumstances be affecting them?

BEHAVIOUR
How might that impact present during an interaction?

NEED
What might they need from us?

SUPPORT
What could we do differently?

 

Circumstances → Impact → Behaviour → Need → Support

 

Don’t start with:
“What vulnerability does this customer have?”

Start with:
“What is this customer experiencing, what are they finding difficult, and what do they need from us?”

Vulnerability learning that’s ready when you are

Easy to facilitate

 

Ready-to-go scenarios and guided questions, or create your own

Interactive and engaging

Participants handle the cards, build scenarios and discuss what might be happening

Over 56,000 combinations

28 avatars × 48 life events × 42 health conditions, before adding multiple circumstances.

Low preparation

 

Activities, scenarios and facilitator questions are already provided

 

Ready-to-use scenarios. Less preparation for you

Every set includes a Ready-to-Use Scenario Guide with 12 carefully created customer scenarios.

Each includes the cards you’ll need, customer context, facilitator questions, guidance and a key reflection.

Some use progressive reveals, introducing new information one circumstance at a time and asking:

“What does this new information change?”

Just like a real customer interaction, you won’t always know the whole story at the beginning.

Choose a scenario. Find the cards. Start the conversation.

What’s inside More Than Meets the Eye™?

28 Customer Avatar Cards
Put the individual at the centre of the conversation.

48 Life Event Cards
Explore how different life events can affect customer circumstances.

42 Health Condition Cards
Explore individual impact without assuming needs from a diagnosis.

Ready-to-Use Scenario Guide
12 prepared scenarios with facilitator questions, guidance and key reflections.

Activity Guide
4 additional activities exploring journeys, processes and organisational responses.

118 cards. Two practical guides. Over 56,000 three-card combinations. One reusable training tool.

£125 + VAT · Free UK postage & packaging

Helping teams see the customer differently

 

“We have enjoyed using the More Than Meets The Eye training game. We have used it in team meetings and dedicated training sessions and it really helps to bring different scenarios and circumstances to life for staff at all levels. The combinations are endless and the cards can be used in so many different ways. Using the cards has helped to provoke some great discussion and debate, which benefits all of our consumers. I highly recommend adding the game to your toolkit!”

NHBC

One tool. Lots of ways to use it.

Keep it within reach and bring it out whenever you want to encourage curiosity, challenge assumptions or get people thinking differently about the customers they support

Training and refresher learning

 

Use interactive scenarios in formal training or revisit topics using different combinations.

Team meetings

 

Use one scenario for a short discussion that keeps vulnerability learning alive.

New starters and managers

 

Build understanding with new colleagues or help leaders explore whether teams have the confidence and flexibility to respond.

Customer journey & process workshops

Use the Activity Guide to explore how existing processes work for customers experiencing different circumstances.

Ten minutes or a full workshop. One scenario or several. Use More Than Meets the Eye™ in the way that works for your learning.

Ready to help your teams look beyond the label?

Give your teams a practical, engaging and reusable way to explore customer vulnerability, challenge assumptions and focus on what each individual may actually need.

More Than Meets the Eye™
Interactive Customer Vulnerability Training Tool

£125 + VAT

FREE UK postage & packaging

BUY NOW

In stock and ready to order. UK orders are usually delivered within 7 days.

Look beyond the label. Understand the person.