Resource Library

Inclusive design helps make sure more customers can access and use products and services without unnecessary barriers. This product design checklist gives you a practical starting point for reviewing whether your products, services or customer journeys are accessible, usable and inclusive for a broad range of customer needs. The checklist encourages teams to think beyond the design itself and consider customer goals, accessibility, usability, user testing, feedback and continuous improvement. It also highlights the importance of drawing on different perspectives, rather than relying only on the experience of the designer or design team.

12:00pm, 9 November 2026

02:00pm, 9 October 2026

02:00pm, 10 September 2026

01:00pm, 15 July 2026

9:00am, 10 September 2026

To mark World Suicide Prevention Day, all proceeds from the sale of this course will be donated to Papyrus, a national charity dedicated to the prevention of young suicide.

A practical vulnerability outcomes checklist to give you a starting point for reviewing your current approach to vulnerability support and spotting areas that may need more focus. The simple checklist is built around the key areas that shape good vulnerability outcomes in practice, including strategy and ownership, customer journeys, frontline confidence, vulnerability data, evidence and reporting, and continuous improvement.

11:00am, 13 July 2026

An insightful live panel discussion exploring how organisations can design products and services that genuinely meet the diverse needs of customers, especially those who may be vulnerable.

Properly supporting your employees is an important part of creating a confident and resilient team. This guide brings together practical resources that line managers can use when employees need support with wellbeing, difficult customer interactions, reasonable adjustments or challenging life circumstances. This guide is especially useful for organisations where customer-facing teams regularly deal with demanding, emotional or distressing conversations, and where managers want to confidently support teams with more care and consistency.

If you want to understand how customers really experience your service, a focus group can give you insight you will not get from reports alone. This vulnerability focus group guide helps organisations plan, run and follow up vulnerable customer focus groups in a way that is thoughtful, useful and more likely to lead to real change.

Recognising vulnerability is easier when teams understand what may be driving it. This guide breaks down the four FCA drivers of vulnerability; health, life events, resilience and capability, and helps teams move beyond assumptions and respond in a more informed, human and useful way.

Inclusive design helps make sure more customers can access and use products and services without unnecessary barriers. This product design checklist gives you a practical starting point for reviewing whether your products, services or customer journeys are accessible, usable and inclusive for a broad range of customer needs. The checklist encourages teams to think beyond the design itself and consider customer goals, accessibility, usability, user testing, feedback and continuous improvement. It also highlights the importance of drawing on different perspectives, rather than relying only on the experience of the designer or design team.

Economic abuse can be hard to spot, especially when the signs show up as unusual account activity, restricted access to money or behaviour that looks easy to explain away. This guide helps teams recognise economic abuse as a form of coercive control and respond in a way that is careful, practical and supportive. It is designed to help customer-facing staff notice warning signs, raise concerns sensitively and understand what support may be available. The guide covers common types of economic abuse, possible indicators, how to respond to customers and where to signpost for specialist help.

02:00pm, 10 September 2026

Some of the clearest signs of vulnerability show up before a tenant ever says they need help. This useful guide highlights three early data signals that can point to hidden vulnerability in housing, helping teams spot risk sooner and respond with more care, curiosity and practical support.

9:00am, 10 September 2026

To mark World Suicide Prevention Day, all proceeds from the sale of this course will be donated to Papyrus, a national charity dedicated to the prevention of young suicide.

12:00pm, 9 November 2026

Bereavement calls are never all the same, even when the reason for contact sounds similar at first. This guide gives staff a set of detailed personas to help them understand how differently grief, shock, stress and terminal illness can show up when someone needs to close an account or explain what has happened. It is useful for training, team discussions and call handling practice because it moves past a one-size-fits-all approach. The guide includes 12 personas, examples of helpful first responses, examples to avoid, and signposting that can be shared after the conversation.