Fair By Design is leading a new programme of research, in partnership with the Money Advice Trust, exploring the issue of inclusive design in credit, insurance, energy and other essential services markets.
Inclusive Design in Essential Services launched in December 2019, and will include the production of two reports in 2020 on how regulators and businesses can adopt inclusive design strategies in their work. The full project summary can be found here.
Inclusive design is the practice of designing products and services to ensure they are accessible to, and usable by, as many people as possible. Regulators are increasingly focusing on these issues, with the importance of product and service design recognised in recent publications from the Competition and Markets Authority, Financial Conduct Authority and Ofgem.
There is not, however, a well-developed, shared understanding of what inclusive design means in the context of financial services, energy and other essential services, how it relates to current regulation and UK law, or how it should be incorporated into the work of regulators and businesses.
Our project aims to fill this gap by providing research and practical resources for regulators and businesses operating in the credit, insurance and energy markets in particular.