Capital One Vulnerability Project

While at Capital One, every role I had throughout my career had a focus on accessibility. The company was well known in the industry for its dedication to making our customer experience as accessible as possible. However, this was not the case in the industry as a whole. Though there were basic standards set and expected from businesses to follow for accessibility for vulnerable customers, it did not fully often consider the vulnerabilities of customers when dealing with their finances.

Multiple teams across the business came together to utilise their knowledge into a large scale project that could be used as a tool and resource externally. As the project lead, I managed the project from beginning to end. Putting together a team of copywriters and designers to create a number of content that would be used across the business internally and externally. This content included illustrations, copy, presentations, workshops and video (animations) that would showcase as part of the overall kit. The goal was to ensure that anyone in any team, department or company, could use to better understand customers and ingrain it into their every day problem solving at work.

Our solution has been shared externally with the aim of influencing growth of wider FCA regulations that can be implemented across businesses in the UK. It has already been shared externally at conferences and the next aim is to influence regulations within the FCA to try and ensure that all companies have a vulnerability kit available to all their associates so that customer consideration is at the forefront at everything they do.