We co-created a bespoke, disability-inclusive qualitative research programme to triangulate real-time behaviour, emotional context, and environmental impact of bank branches on retail customers with a diverse range of disabilities. This included people across different regions and branch formats, with a range of specific needs and adaptive approaches to their banking, and differing banking attitudes and experiences. The research approach was co-created with community leaders and used a trauma-informed approach to ensure participant safety, ease and confidence.

What we did:
30 accompanied branch visits with disabled participants delivered across five varied branch formats with tailored in-branch tasks and follow up interviews conducted.