Turning inclusive insight into better CX for all, post COVID-19.

A session hosted by Christine Hemphill and Tom Pokinko
Open Inclusion and Open Inclusion

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Topics covered by this session

About this session

Since April, Open Inclusion has been conducting a daily diary study with a small cohort of people with various lived experiences of disability. From this, and other studies with disabled participants across the UK, we can share interesting and practical insights on what people with specific access needs are experiencing and how to design customer experiences (CX) that ensure that diverse needs during this period are met. Challenging and changing periods increase the power of customer experience, more deeply impacting purchasing decisions, advocacy, and long-term loyalty. Make this work for, rather than against your brand. Design for all, especially at this moment where the costs of exclusion can be so high.

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Tom Pokinko

Inclusive design and customer experience research specialist, member of the Design Research Society.

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Open Inclusion

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