Our clients and case studies
Commissioned research clients
- Age UK
- Association of Train Operating Companies (ATOC)
- British Gas
- British Healthcare Trades Association
- Business Disability Forum
- Communications Consumer Panel
- Department for Business, Innovation & Skills
- Department for Transport
- English Federation of Disability Sport
- Marks and Spencer
- Motability Operations
- Nampak Plastics Ltd
- Rail Safety and Strategy Board
- Royal National Institute of Blind people (RNIB)
- SNC Lavalin
- Transport Focus
- Transport for London (TfL)
Grants and donations
Recent research funders include:
- Clothworkers' Foundation
- Consumers' Association (Which?)
- GEM Road Safety Charity
- International Consumer Research and Testing
- John Ellerman Foundation
- Motability Tenth Anniversary Trust
- RAC Foundation
- Rees Jeffreys Road Fund
- Thomas Pocklington Trust
- 4814 Trust
The difference we make..
- O2 mystery shopping
- British Gas Hive Active Heating 2 control
- Packaging usability (Marks & Spencer, BS ISO 17480, Nampak)
- Mobility scooters on test
- Smart meter displays - design guidelines
- Age UK Trading mystery shopping
Rica (now the Research Institute for Disabled Consumers) and Business Disability Forum (BDF) were commissioned by O2 to identify:
- what disabled customers expect from a communication provider
- the experience of disabled people accessing O2's services
- what ‘excellence’ means with regard to meeting the needs of disabled customers
We conducted 72 mystery shopping inspections across three O2 channels: voice, online and stores.
Charlotte Hall, O2's Head of Regulation for Complaints & Accessibility said: “The outputs from the research project have played an integral part in shaping our strategy for supporting customers with disabilities."
See the full case study report
British Gas worked with Rica to independently test Hive Active Heating 2 and its full range of new heating controls with older and disabled consumers as part of the product’s design process.
We tested the Hive 2 thermostat for accessibility to identify best and worst features and provide qualitative and quantitative data to support our findings. We were pleased that its design now includes many suggestions made by our consumer testing panel, including:
- improved colour contrast on the display
- tactile textured feedback
- smoother operation of the selection dial
For more information, see the press release
We've been commissioned to test packaging with members of our consumer research forum. Case studies include:
- Testing to new industry Standard Packaging Accessible Design - Ease of Opening (BS ISO 17480: 2015)
- Marks & Spencer 'Frustration Free' packaging project (2010-11)
- Nampak plastic milk bottles (2008-10) – Infini and ‘Keep a handle on it'
Scooters are growing in popularity, and there’s a lot of variation in design, particularly around the controls. We carried out research looking at scooter safety and the ease-of-use of controls, including:
- usability tests of seven scooters with 16 members of our RicaWatch consumer research panel
- a focus group with nine experts to discuss safety and usability issues
Testers had a range of visual and dexterity impairments. Some were experienced scooter users, others novices. We tested large scooter models designed for the road as well as pavement and boot scooters. Our research findings are published online as:
- a research report on the usability of mobility scooter controls, and
- a consumer guide, Choosing a mobility scooter, which has detailed information on controls.
Our research was funded by the Motability Tenth Anniversary Trust.
All homes in Great Britain will have a smart meter installed by 2019 and be given an in-home display (IHD) to show their energy consumption. Rica believes it’s crucial that these displays are easy for all consumers to use, including those who are older or have a disability.
Our work also led to a new requirement in the Government’s technical specification requiring new IHDs to: ‘…enable the information to be easily accessed and presented in a form that is clear and easy to understand including by consumers with impaired: Sight; Memory and learning ability; Perception and attention; or Dexterity.'
The Government also specifically referenced the good practice guidelines on inclusive IHD design produced by Rica and published by Consumer Focus.
It's important to ensure that older consumers can easily find good quality products that suit their needs, and that they aren't pressurised into buying. Rica's research includes:
- Since 2007, we've been able to confirm that Age UK Trading's stairlifts, mobility scooters, specialist beds and bathing aids trading partners are doing a good job and treating customers well.
- Using our unique national mystery shopping panel we reported back on sales practices. We were also able to benchmark against competitors.
- Rica’s research has included hundreds of home visit and telephone investigations. Our trained panel members reported on their experiences of contacting the companies, the sales visit, the information provided by the companies and any follow up.
Last updated: June 2018