The power of lived experience

So, how can firms create an environment that surfaces hidden vulnerability among its clients?

One option is to call on lived experts. Those with first-hand experience of dealing with vulnerabilities can be a powerful tool in shaping a firms’ response to its clients.

Lived experts can help build understanding of the reality for people in certain situations, including their views on specific communications. 

Working together as a financial services industry we can level the playing field and give some consistency for people as they interact with different financial institutions. The most important thing is that we keep talking to each other, share what does and does not work and and collaborate for our customers.

Riffat Tufail is head of customer vulnerability at Standard Life