CHALLENGE

AlixPartners sought to capture how checkout experiences impact disabled consumers.

Their team needed credible survey insights from a hard-to-reach audience to identify areas of opportunity and build a quantified case for change for merchants and payment providers in the UK.

SOLUTION

They partnered with Potloc to study consumer realities.

Potloc surveyed 350 disabled consumers and carers in the UK to explore how payment barriers shape shopping behaviour. Potloc’s research experts managed survey design and deployment for the team. The platform made fieldwork progress and data quality visible in real time, with built-in auto-analysis tools allowing for faster conclusions.

RESULTS

AlixPartners published an instructive report to guide clients in retail and hospitality.

The report revealed that accessible payment solutions aren’t just a social good but a £70B business opportunity. The findings helped the team identify three areas for change: physical design, technology, and staff training. The report is now supporting client conversations across retail and hospitality to drive loyalty and spend among disabled consumers.