Inclusive design is increasingly recognised as a way to ensure markets are fair and inclusive, especially for consumers in vulnerable circumstances. The Competition and Markets Authority, Financial Conduct Authority, and Ofgem have all recognised the importance of inclusive product and service design.

However, there is not a well-developed, shared understanding of what inclusive design means, or how it should be incorporated into the work of regulators and businesses. Inclusive Design in Essential Services aims to fill this gap. This report is aimed at regulators of essential services. The rationale being that fair and inclusive products and services will only become commonplace if the regulatory environment encourages this.

Published in January 2021 by Fair By Design and Money Advice Trust.