More selected projects


Katherine Vaughan is Director of User Research at Monzo - the bank that lives in your phone. Before joining Monzo, Katherine led the User Research team at Citizens Advice, the UK’s leading advice charity, and M&S, the international retailer.

Katherine brings a broad range of research experience to her practice. Before becoming a User Researcher, she drove change - from direct practice to national policy - on domestic abuse, the justice system and essential service markets as a social researcher, policy researcher and service designer.

Alongside work, Katherine mentors people facing difficulties with addiction, homelessness, and dementia. During the COVID-19 lockdown, she also helped a number of charities launch remote digital inclusion programmes for isolated service users. She believes strongly in fair and inclusive access to services for all. Learning from other practices such as anthropology and therapy, she looks for better ways to deliver empathetic, inclusive, and impactful research.

Event role

Case talk

'We are all vulnerable customers: designing for our hardest days'

If we design for everyone, we design for nobody. From the cockpits of fighter planes to the office chairs we spend most of our days sitting on, we’ve learned that products and services work better when we acknowledge and accommodate people’s differences.

But what about their vulnerabilities? At different times, we’re all vulnerable customers. So what is vulnerability, how can we recognise it in our customers, and how can we design better services with it in mind?

Join Katherine’s talk to hear about how Monzo designs products with vulnerability in mind. She’ll share practical tips on running vulnerability-aware research and nurturing a team environment that allows you to build solutions that improve things not only for your vulnerable customers, but for society as a whole.

Saturday, September 18, 12:30

[unex_ce_button id="content_bnurdx2n8,column_content_xoi6o6cg3" button_text_color="#333360" button_font="regular" button_font_size="18px" button_width="auto" button_alignment="left" button_text_spacing="0px" button_bg_color="transparent" button_padding="0px 5px 2px 24px" button_border_width="1.5px" button_border_color="transparent" button_border_radius="5px" button_text_hover_color="#ffffff" button_text_spacing_hover="0px" button_bg_hover_color="transparent" button_border_hover_color="transparent" button_link="javascript:javascript:history.go(-1)" button_link_type="url" button_link_target="_self" has_container="" in_column="1"] back[/ce_button]