Use Case
Behavioural evidence that vulnerable customers can complete a journey
When you need to show, not assert, that the neurodivergent share of your customer base can use your digital services. We run structured research with verified ND participants and produce the behavioural record.
The problem
Assertions are not evidence
FCA Consumer Duty Outcome 3 asks firms to demonstrate that customers, including those in vulnerable circumstances, can understand and act on the information they receive. Automated scanners cannot answer that question, and a static accessibility statement does not satisfy a board sub-group asking 'how do we know?'
OpenScouter contributes one specific piece to that picture: the behavioural record of how neurodivergent customers actually move through your journeys. We do not certify Consumer Duty as a whole, and we are not a replacement for the AT-based testing your accessibility provider should also be doing. We deliver the testable, repeatable evidence that the vulnerable-customer slice of your audience was tested and what we found.
Our approach
What an engagement looks like
Three capabilities that set our testing apart.
Structured ND panel
Verified UK adults across ADHD, dyslexia, autism, and dyspraxia profiles. Mental-capacity gate, identity verification, fair compensation. Procurement-ready methodology trail.
Behavioural recording stack
Browser interactions, voice commentary, and facial-reaction streams captured per session and synthesised into ranked findings. Raw recordings retained under a documented retention schedule.
WCAG-mapped to the criteria cognitive accessibility actually touches
Findings tagged to the relevant 1.x, 2.x, and 3.x success criteria. Out-of-scope criteria, including those that depend on assistive technologies, are listed explicitly in every report.
Deliverables
What You Get
Per-journey findings report ranked by severity and cohort impact
Methodology appendix listing panel composition, devices, sessions captured, and severity rubric
WCAG cognitive-criteria mapping with explicit out-of-scope list
Cohort-level task-success metrics suitable for board reporting
Optional A/B retesting until task-success across profiles plateaus
Ready to get started?
Start with a free audit to see your accessibility score, or talk to our team about vulnerable customer testing.
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.