Mini VC Toolkit: Product, Design & Vulnerability (supporting vulnerable customers)

Can you evidence relevant formal training in your firm on this topic? Your Consumer Duty Board Report should certainly document if you have?

Want to make sure your products and services work for vulnerable customers and meet Consumer Duty expectations? Join our VC Toolkit sessions for simple, practical ways to build vulnerability into your design and customer journeys. You’ll learn how to improve customer outcomes, reduce risk and show clear evidence of good practice, no matter the size of your firm.

This session is essential for:

Anybody who, in their role that is involved in the Product/Service Design, Quality Assurance, Risk, Compliance, Senior Managers, Complaints, Customer Service, Training or those responsible for Consumer Duty.

By attending, delegates will:

• Understand the FCA expectations relating to customer vulnerability in product and service design
• Explain why supporting vulnerable customers matters
• Recognise how inclusive design benefits all customers
• Identify customers’ practical needs and potential barriers within products and services
• Apply reasonable adjustments to improve accessibility and usability
• Understand the role of user testing and customer insight in inclusive design
• Identify ways to monitor and continuously improve outcomes for vulnerable customers
• Practical adjustments to products, services and communications