Designing a service well means designing it for everyone who uses it, including consumers in vulnerable circumstances. This assessment reviews the contact channels, information, sales, payments, complaints and environment of a service against inclusive-design principles, so barriers are found and fixed.
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Inclusive Design Impact Assessment Template
An inclusive design impact assessment for reviewing whether a service works for all consumers, including those who may be vulnerable. It works through the consumer contact channels, key information, sales and contracts, payments and billing, complaints and feedback, and the service environment, with space to note issues and actions.
ISO 22458, the standard for consumer vulnerability, expects services to be designed inclusively so that consumers in vulnerable circumstances are not disadvantaged. This assessment gives you a structured way to review a service against that principle and record the outcome.
Built for ISO 22458 and Inclusive Service Design
The assessment covers the areas an inclusive-design review needs:
- Consumer contact channels - suitable, communicated and accessible for all consumer groups
- Key information - accurate, comprehensive and accessible to all consumers
- Sales, contracts, payments and billing - transparent and considerate of vulnerable consumers
- Complaints, disputes, feedback and the service environment
What's Included in this Inclusive Design Impact Assessment
The assessment is set out by area, each answered yes or no with details and notes:
- Consumer contact channels - whether suitable free contact channels are communicated and easy to use and accessible for all
- Key information - whether accurate, comprehensive information is prepared and accessible to all consumers
- Sales and contracts - compliance with the vulnerable consumer sales policy and applicable legislation
- Payments and billing - clear, transparent payment options and planning for vulnerable consumer non-payment
- Complaints and environment - a clear complaints and feedback process and a suitable, accessible service environment
Who Needs an Inclusive Design Impact Assessment?
Any organisation that provides services to consumers and wants to make sure they work for everyone, including people in vulnerable circumstances. It suits smaller firms meeting consumer duty and fair-treatment expectations, and anyone working towards or maintaining arrangements aligned with ISO 22458.
Included in the ISO 22458 Consumer Vulnerability Toolkit
This form is part of the ISO 22458 Consumer Vulnerability Toolkit - the policies, forms, registers and guidance for identifying and responding to consumer vulnerability in one download - and is included in every alphaZ ISO toolkit that covers consumer vulnerability.
Pairs with the Consumer Vulnerability Monitoring Form
Inclusive design is checked over time as well as at the outset, so it pairs with the F-Q103 Consumer Vulnerability Monitoring Form, which reviews vulnerability registers, training, feedback, accessibility and service provision on an ongoing basis.