Our work, brought to life through short case studies.
These examples highlight the ways in which we help business, charities and lived experts to work together, to create impact in business and impact in society, hand in hand.
We gathered feedback from lived experts and charity experts to help Experian improve the language, design and clarity of the new credit score Experian was planning to launch a few months later.
Connecting the Northern Irish energy sector with vulnerable customers to help organisations find independent and collaborative ways to improve their services.
SP Energy Network’s participation in the Outside In Project for energy companies and the ‘Living Lab’ helped them to better understand customers’ challenges and improve communications.
When the lights go out, for most of us it’s anything from mildly annoying (no internet for a while) to inconvenient and disruptive (the fridge and freezer stop working). But our lives are not threatened. For some, though, the consequences of a power cut could be critical.
The NatWest Inclusive Design Panel goes from strength to strength, with the panel – made up of lived experts in dementia, neurodivergence and unpaid caring amongst other circumstances, and experts from charities – meeting monthly to review and critique NatWest products, services, communications and customer journeys.
We engaged people responsible for the Consumer Duty in six financial services businesses – covering banking, pensions, savings, investments and financial advice – with lived experts in vulnerable circumstances, to help them better respond to the regulator’s new requirements.
A series of ongoing conversations between ‘lived experts’ at the sharp end of issues that life can throw at you, and people in a variety of roles at Lloyds Banking Group, sheds light on the realities of life for vulnerable customers.
Quilter wanted to make improvements to their bereavement processes to give the loved ones of deceased customers a better, simpler and easier experience. We supported with insights and ideas from lived experts and charity ‘critical friends’.
We used our immersive innovation approach to help Experian understand the financial lives of older people and, working with Open Age members, co-create new ideas for products and services.
The team responsible for life and critical illness products at Royal London was aware of the changing landscape of the cancer world, but wanted to learn directly from people affected.
Many assume the move to a cashless society is only a matter of time. This programme’s aim was to deepen the bank’s understanding of how and why millions of people in the UK continue to choose to use cash.
We helped the bank identify their role with customers at risk of, or experiencing, gambling-related harm, with the support of expert charities and people who had gone through it themselves.
“Thanks to Three Hands’ hard work and preparation the virtual sessions worked really well. I would definitively recommend and look forward to working with them in future innovation sprints.”
“The experiences of the lived experts will stay with me forever.”
“The Three Hands team helped us to reflect on our bereavement process. Highly engaging, smartly run. It made a solemn subject fun and gave the review process a real pulse.”
“The panel has been invaluable for ensuring that the new propositions we create are designed to be more accessible, more inclusive and meet the needs of customers from various backgrounds and capabilities.”
“The insights gained through working with Three Hands and the facilitated sessions with both the industry and people with lived experience has helped us to shape our strategy and be more effective in the support we can develop for people impacted by gambling-related financial harm.”
“The personal experiences and insight these sessions provide have been invaluable and enabled us to ensure that the improvements we make will actually make a difference.”
“The recent workshops and insight sessions that Three Hands hosted on vulnerable customers… provided us with actionable insights that we can directly apply to improve our products and services.”
“The Outside In Project for energy companies has been an eye-opening experience, offering invaluable insights into the daily lives of customers who need some extra support.”
