The digital upgrade introduced significant risks for vulnerable customers, including the elderly and disabled, who rely on analog lines for critical telecare services like pendant alarms and lifeline monitors. Recognising the potential impact on their safety, I focused on designing solutions to ensure uninterrupted connections during the UK-wide transition.

To understand the full scope, we spoke directly to telecare users and engaged with insurance companies like Aviva and AIG to learn what steps they were taking for the migration. To our surprise, many were doing very little or had little knowledge about the risks. This realisation gave me a deep sense of responsibility to ensure these customers wouldn’t lose access to life-saving services, as the threat of losing connectivity could have life-threatening consequences.