Consumer Duty: How to consider the vulnerable client's experience

Research breaks down ideas and tactics advice firms can implement

Hope William-Smith
clock • 1 min read

With the Consumer Duty deadline less than 70 days away customer-experience lead businesses are being called on to accurately consider the experience of vulnerable clients they may have.

Research published today (22 May) by user experience consultancy Bold Insight notes how the design of a product or service being provided by firms should be influenced to accommodate a diverse range of clients. For advice firms that may service physically disabled or impaired clients, it suggested firms could include specific accommodations to demonstrate they are meeting the Financial Conduct Authority's objectives. This should include firms demonstrating they are able to cater communications for those with impairments such as colour blindness, it stated. The research also stresse...

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