User guide: An introduction to vulnerability, why it’s important and how the toolkit will help.
Behaviour flashcards: Example of insights to help users understand customer behaviours and their needs.
Harm flashcards: Example of the harms to protect customers from.
Assessment templates: Step-by-step instructions on how to use the flashcards to complete the assessment.
All squads within the Insight & Design team retrospectively conducted vulnerability assessments
"Handled the complexity and critical nature of this in a thorough and thoughtful way"
You have delivered a hugely complex work-stream on Vulnerability which is currently being tested and will roll out across the whole bank. The project ballooned into a critical project and you've handled the complexity and critical nature of this in a thorough and thoughtful way.
Jo Spencer-Geoghegan
Head of Insight & Design Ops
"Having a positive impact on our customers and clients, communities and your fellow colleagues"
Congratulations on becoming a finalist in the Citizenship and Diversity Awards 2022 for the work you’ve done on the vulnerability toolkit. You’re clearly living the Barclays Mindset and having a positive impact on our customers and clients, communities and your fellow colleagues. I want to thank you for that!
Matt Hammerstein
Chief Executive Officer
"Thank you for all your hard work in getting it over the line on time"
Mala, Barclays’ first-ever vulnerability design toolkit to support better customer outcomes is now live! This is a huge step forward for the organisation and I’d like to thank you for all your hard work in getting it over the line on time. Thank you and well done!
Kathryn Townsend
Head of Customer Vulnerability
"Big thanks for your leadership"
Big thanks for your leadership of the Inclusive Design work. I know there is a long way to go to deliver the project but the work to date and thinking that has gone into it is excellent, well structured and I believe will make a big difference when delivered. I know it is a huge subject to get your arms around and put structure to so that the outputs are impactful and achievable so just want to recognise your leadership and work to date.
Darren Foulds
Director, Insight & Design
"You’ve demonstrated so many great leadership skills"
You’ve done an amazing job on the Inclusive Design work-stream. You’ve demonstrated so many great leadership skills - attention to detail, forward planning, keeping the customer front and centre, and stakeholder management.
Ada Chu
Head of Unsecured Borrowing, I&D
"Continuing to demonstrate all of the core Barclays values and also ensuring that the customer is kept front and centre"
Thank you for all the time and hard work that you’ve put into the Inclusive Design work. You have been instrumental in getting it to where it is today, whilst continuing to demonstrate all of the core Barclays values and also ensuring that the customer is kept front and centre. You’ve received great feedback from many colleagues along the way - well done Mala from the I+D Senior Leadership Team.
Neil Jones
Head of Customer Performance