There is a lot of saying about customer experience that affects your business thoroughly. You know what? All of them are absolutely right. Customer Experience is the foundation your companies built on. It was the reason behind a successful business. Along with the increasing contact and interaction between you and your customers, it is critically important for you to serve all kinds of people.
Inherent bias in technology can be difficult to eradicate. Our technology tends to reflect the people who make them. Their perspectives and experiences determine how products are designed. Whether we are talking about smart cities or smart speakers, the systems that support our lives are the result of designers' decisions. Inequality and exclusion are often unintended consequences of these choices.
Inclusive design works with customers who are usually excluded from design considerations. This creates innovative solutions that are suitable for everyone. Think of a smartphone or an electric toothbrush. Research shows that inclusively designed products and services tend to be accessible and useful to up to four times the number of intended customers. Now, it’s time to find the best way to achieve inclusive design so you can create a delightful customer experience.
To build more-inclusive technology, change your design process. It is one of many ways you can focus on cxm.
Robbie Lie, a UX Researcher and Data Scientist says in his article that,
By attending to the needs of the most marginalized customers, we create a product experience that satisfies the most market demand.
Inclusive design for him, truly has the potential to drive a successful business but also, social impact. When you design for the most marginalized users and also make accessibility a central focus, your products will become better and more successful.
But as it said, a product often mirrored its owner. And therefore, did not represent parts and divisions of society. This problem will not go away on its own. As digital platforms driven by AI, mixed reality, and voice interactions increasingly influence society, technologists need to recognize that the problem will only grow more pronounced.
According to an article by Felix Chang, a Strategy Director at Artefact, in Harvard Business Review, there are several actions that can be taken to create more inclusive products and services:
The idea of designing for equity, argues that the design process itself and how technology is created must be redesigned. If we want to ensure that no individual or community is harmed or left behind, we must intentionally design our products to be inclusive.
By reaching an inclusive design for your products or services, your targeted customers will be wider and your impact will be broader. These actions can create a more comfortable and meaningful customer experience.
By Jessica Jacob
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