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Customers in crisis
Recording vulnerability
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Financial hardship

Seeing it from our customers perspective

To properly understand the support our customer may need, it's important we understand how they re affected by the situation or medicol condition when they re interacting with us.

Every person will experience their condition or situation in a different way.

Use IDEA to get a hetter understanding of their situation.


Model

Guide

Impact
  • What are they finding hard
  • What's been the impoct on their day to
    day living?

Duration
  • When did this first stort to happen
  • How long have they been experiencing this?

Experience
  • Have they experienced this before?
  • Is this happening often?
  • Could it happen again?

Assistance
  • Are they receiving any support,
    assistance or medication?
  • Have they checked if they're entitled to
    more support, assistance or benefits?