It's easy to assume that 'vulnerable' customers are an edge case. However, vulnerability is not what you think it is. By listening to people in vulnerable circumstances you can make your service more robust, and find hidden opportunities that improve things for everyone.
At the start of March I was supposed to spend a week in Zurich working with a new client. With the number of Covid-19 cases rising in the country, we took a last-minute decision to conduct the work remotely. Here's how that worked out.