![]() ![]() Complaints management expert Michael Hill explains how standards can ensure everyone gets a fair deal. Yet inclusive design isn’t always well understood and organizations are often unsure where to start. It’s important for businesses to assist vulnerable consumers so they can get the goods, services and support suitable for their needs.Ī more inclusive approach to designing products and services guarantees they are accessible to, and usable by, as many consumers as possible. This may result in an increased risk of being exploited by unscrupulous organizations or not getting a fair deal. In the business world, consumer vulnerability refers to any situation in which an individual may be unable to engage fully or effectively in a market. ![]() Our personal circumstances, such as going through a bereavement, a divorce or a period of ill health, can make us more fragile at certain times in our life. Consumer vulnerability is fluid and dynamic and we move in and out of periods of being vulnerable. Have you ever tried switching bank accounts online, only to end up feeling confused by the technology? If so, you have been a vulnerable consumer. ![]()
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