Do you feel vulnerable today?

An image of 5 people in silhouette of different ages and sexes at a table with a glass window in front of them. Behind the window is the top of St Paul's Cathedral and the roofs of the CIty.

Customer vulnerability is a hot topic right now. We discuss what it is, how customers think about it, and how to design services that support very fluid personal circumstances that may make people more or less at risk of poor customer experience, inappropriate service or a detrimental outcome.