Designing for real lives: Why inclusive design needs lived experience at its core

The FCA’s recent review into the treatment of vulnerable customers revealed something we already suspected: there’s still a gap between intention and action. While 85% of firms say they consider vulnerability in service design, only 29% actually test their services with vulnerable customers.

To spit out something that’s inclusive, we need to put in some really nuanced stuff at the start – and the review from the FCA shows that is what’s not happening. So, I think when we say “inclusive design” in financial services, it should be an unsiloed, all-of-journey approach – shaped by the real-life experiences of people facing more common challenges right up to some of those rarer, and perhaps more extreme examples.

I’ve had financial experiences that weren’t designed with people like me in mind.

During periods of poor mental health, I can struggle with impulsive spending, susceptibility to marketing, avoidance, and navigating complex systems.

I took a step to protect myself against just one of these – my impulsive spending. I told my bank that I struggle with spending during manic episodes and added a spending block to my account. 

The spending block is a great example of inclusive design. Originally developed to block gambling, it’s since been expanded by some firms into a more general feature – one that anyone can use, but which can be life-changing in mitigating foreseeable harm for people like me.

Not long after setting up that block, I got an email from my bank offering me a credit card – one I could apply for in “just five minutes.” I didn’t get the email once; I got it several times. And one evening, it worked, and I applied.

Why? 

Because symptoms associated with my mental health problem make me more susceptible to nudges like these. Applying for credit, in that moment, felt like the closest thing to spending.

So while the bank had given me a helpful, protective feature, they also sent marketing that directly undermined it. If anything, having that spending block left me more susceptible to their nudges. It was like getting a hug and a punch at the same time. 

And that’s what happens when those good examples of inclusive design sit in a system that, overall, is still designed for people who are always well and always rational.

Staff with lived experience can offer important insights but it’s not the same as working with external lived experience experts.

At work, there are inevitable power dynamics involved. Staff tidy up their experiences and make them palatable for colleagues (subconsciously, even). This is especially true if they worry about stigma or perceptions of capability. And while colleagues’ experiences are valid, they may not reflect the diverse, acute, or less visible experiences of others.

Taken alone, lived experience can be powerful, but lived experience + expertise means knowing how to translate that experience into actionable insight that can inform design and drive change. 

At Money and Mental Health, we’ve built that expertise. Our community of over 4,500 experts by experience helps financial services firms such as Lloyds Bank, HSBC, Nationwide, and many more to understand the realities of mental health problems and how to design more inclusive systems, to go beyond feedback and towards meaningful action.

Half of people in problem debt also have a mental health problem. The link between financial difficulty and suicidal thoughts is well-evidenced. This is not a small group – it’s a major part of your customer base.

Failing to involve lived experience in service design isn’t just a missed opportunity – it’s a risk. The FCA defines a vulnerable customer as someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm isn’t acting with appropriate levels of care.

Involving lived experience is part of that care. Especially when we know how closely mental health and financial difficulty are linked, it’s not optional — it’s essential. If you’re ready to utilise lived experience and our expertise to design better services, we’re here to help.

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Learn more about Mental Health Accessible here – or get in touch directly by emailing [email protected].