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Inclusive Product & Service Design

A half day course to explore how organisations can better understand vulnerability and embed inclusive design principles into products, services and customer communications.

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Overview

Who it's for

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Course content

Benefits

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Course overview

Duration

Half-day

Delivery

In-person or virtual

Delegates

Max. 16 delegates

Fee

£1,600 + VAT

Delegates will develop a deeper understanding of the wide range of circumstances that can lead to customer vulnerability and the regulatory expectations surrounding support for vulnerable individuals.

The course also covers product and service testing, with guidance on gathering meaningful customer insights, conducting effective user testing and focus groups, and embedding continuous improvement through monitoring and review.

Through insight, interactive discussion and practical activities, the training will better equip those teams designing products and services to consider the needs of all customers. Delegates will have the opportunity to reflect, share good practices and participate in course activities and case study discussions.

Who is this course for?

  • Product Managers
  • Product Owners
  • Product and Service Designers
  • Customer Experience Teams
  • Journey and Compliance Teams

Course Reviews

What this course covers

  • Understanding vulnerability, its drivers and impacts
  • Regulatory expectations and why vulnerability matters
  • The benefits of inclusive design, including legal compliance and social inclusion
  • Identifying customers’ practical needs and considering reasonable adjustments
  • Designing for an ageing population to help older people retain independence
  • Best practice principles for written customer communications
  • Gaining customer insights for inclusive product and service design
  • User testing and focus groups – practical tips for planning, hosting and avoiding common mistakes
  • Evidencing, monitoring and continuous review

How this training benefits your organisation

  • Staff will better recognise circumstances that can create vulnerability, leading to more appropriate, supportive and inclusive decision making, ensuring products and services are accessible to all customers
  • Designing products and services with vulnerability and inclusion in mind builds confidence, loyalty and a positive brand reputation
  • Greater awareness of vulnerability and inclusive products and service principles supports fair outcomes, reduces complaints and reduces the likelihood of legal, regulatory and reputational issues

Some of the organisations we support.

United Trust Bank

United Trust Bank identified that vulnerability handling in underwriting is very different to the training and guidance offered to customer service teams.
See case study

Wessex Water

Wessex Water were keen to seek an external, objective review from vulnerability experts for continuous improvement.
See case study

Power NI

Power NI recognised that their frontline teams were experiencing higher volumes of sensitive disclosures from customers facing vulnerable circumstances.
See case study

People’s Partnership

People’s Partnership were keen to fully embed the fair treatment of vulnerable customers within the company culture.
See case study

NIE Networks

NIE Networks wanted expert advice on effective ways to embed their ethos of supporting vulnerable customers across the organisation.
See case study

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