The Reasonable Accommodation Management Plan (RAMP) to greater service experience for vulnerable consumers

Purpose This study aims to explore the lived experiences of vulnerable consumers in service interactions by addressing the gap between observed and experienced vulnerability. It proposes two frameworks. First, the vulnerable consumer experience (VCX) framework to understand how vulnerability manifests and is shaped by various individual, social and structural factors, often resulting in unmet needs and negative outcomes. Second, the Reasonable Accommodation Management Plan (RAMP) to translate these insights into inclusively actionable service design and delivery strategies. Design/methodology/approach A content analysis of over 24,700 online conversations was conducted using Reddit forums focused on disability-related experiences. This analysis informed the development of the VCX characteristics framework, which comprises three dimensions: expectations, sensitivities and responses. Findings The VCX framework highlights the multidimensional nature of consumer vulnerability, spanning cognitive, emotional, physical and environmental domains, and it reveals how service environments co-create vulnerability. The study then proposes the RAMP, a strategic guide with three pillars: flexible and affordable offerings, service design and delivery and technology and innovation. These pillars provide actionable directions for service providers to better meet the needs of vulnerable consumers. Practical implications The RAMP framework offers managers, policymakers, researchers and society practical pathways to design inclusive, commercially viable, policy-aligned and dignity enhancing services that reduce vulnerability and improve quality of life. Originality/value This research shifts the focus from categorising vulnerable groups to understanding their lived service experiences. It contributes a novel conceptual and practical approach by integrating experiential and structural dimensions of vulnerability (VCX) and offering a management framework (RAMP) to enhance inclusive service delivery.