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Resources on inclusive product and service design

These resources will help you improve product and service design, reduce customer friction and create more inclusive, vulnerability-aware customer journeys. Explore guidance on inclusive design, service accessibility, customer experience, journey mapping, fair treatment and preventing poor outcomes through better design.

Useful for managers, vulnerability champions, compliance leads and service owners who want to embed customer vulnerability into service design, improve usability and strengthen outcomes across digital and operational journeys.

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Free
Guide

Vulnerability Drivers Guide

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.
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Free
Template

Unacceptable Behaviour Customer Policy for Businesses

When customer behaviour crosses a line, teams need something clearer than informal guidance. This policy gives businesses a practical template for setting expectations, protecting colleagues and responding to difficult situations in a fair, consistent and workable way. The document is provided in Word format so it can be adapted to your organisation, services and internal procedures.
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Free
Guide

Signposting Resource

A practical signposting resource to help teams support vulnerable customers with relevant helplines, charities, urgent contacts and local support options.
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Webinar

Collecting and Using Meaningful Vulnerability Data

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12:00am, 2 March 2026
An insightful live panel discussion exploring how organisations can collect and use meaningful vulnerability data, while balancing regulatory requirements with ethical, transparent customer support.
Watch back the webinar