Including All Investors At Vanguard
summary
Built a panel of investors with disabilities over five years to test digital flows and content, finding 61 million US adults with disabilities and a collective ~$13 trillion in disposable income. Research uses screen readers (JAWS), diary studies, Docusign, and calls; testing shows IVR and chatbots fail many users. A contractor with Down Syndrome helped rewrite inheritance pages and led to microcopy changes like enter your password again. Sessions budget 30 extra minutes; approach scales across 56-person CX teams.
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chapters (7)
- 0:00Introduction and overview
- 2:57Why financial inclusion matters
- 10:28Vanguard’s commitment to inclusion
- 14:04Researcher role and accessibility
- 17:36Building the investor panel
- 24:24Communication preferences and challenges
- 33:17Scaling efforts in 2024 and beyond
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