Use Case
Prove Your Digital Services Work for Every Customer
The FCA expects firms to evidence that vulnerable customers, including neurodivergent users, can access and use digital services. OpenScouter provides that evidence.
The problem
Consumer Duty Requires Evidence, Not Assumptions
The FCA's Consumer Duty requires firms to assess, test, understand, and evidence the outcomes their customers receive. Outcome 3 (Consumer Understanding) directly maps to cognitive accessibility: can customers with diverse needs actually understand and use your digital services?
Automated WCAG scanners cannot answer this question. They check code structure, not whether a real person with ADHD can complete your mortgage application or whether someone with dyslexia can understand your terms and conditions. The FCA expects testing with real users, not just automated compliance checks.
Our approach
Auditable Evidence for Your Compliance Team
Three capabilities that set our testing apart.
Testing with 12 Neurodivergent Profiles
Our tester panel includes people with ADHD, autism, dyslexia, dyscalculia, and dyspraxia. Each tester evaluates your key customer journeys, providing evidence across the full spectrum of cognitive diversity.
Three-Stream Behavioural Evidence
Every test session captures browser interactions, facial expressions, and voice feedback simultaneously. This creates an auditable record showing exactly where vulnerable customers struggle.
Consumer Duty-Mapped Reports
Reports map findings directly to Consumer Duty outcomes: Consumer Understanding, Consumer Support, Products and Services, and Price and Value. Your compliance team gets the structure regulators expect.
Deliverables
What You Get
Consumer Duty compliance evidence pack
Barrier-by-barrier breakdown mapped to FCA outcomes
Video evidence of real user testing sessions
Vulnerable customer accessibility assessment
Remediation roadmap with severity rankings
Re-test certification after fixes are applied
Ready to get started?
Start with a free audit to see your accessibility score, or talk to our team about fca consumer duty compliance.
Ready to see proof your site works for everyone?
Start with a free audit to see your accessibility score, or talk to us about a neurodivergent user testing pilot.