Inclusive service design: The outcome and the process
- Wednesday, November 23, 2016, 4:20 pm AEDT
- Location: TBA
For the last 24 months, airlines around the world that fly in to and out of the United States have been working to update their web sites to be more accessible. Derek Featherstone's team at Simply Accessible has been working with several airlines to help them meet their mandate: the airlines' web sites must be accessible by Dec 12, 2016.
It seems simple enough. Review where you are against a standard, then fix up those areas that need it, and finally double check to make sure those fixes worked. But that's really only about 30 per cent of the work that needs to be done if we're to design something that is truly inclusive.
In this talk, Derek will look at ways in which the rules and policies themselves were setup to facilitate inclusion, and at the same time presented significant barriers to inclusive service design. We'll look at team structures and how that influenced the mindset and execution of the work that needed to be done. And finally, Derek will share lessons learned and practical techniques that will help you create and practice inclusive service design.