Where Does Your Service Live?
Julianna Rowsell
Chronically-ill, neurodivergent, disabled product equity leader working at the intersection of design, research and equitable innovation
When you look at the service you’re designing, do you see the system it lives in? Its points of connection to needs, experiences, interactions and engagements? We think about journeys and stakeholders but often I hear x is out of scope or y doesn’t affect our performance measurement, etc. When in reality it has direct links to product success and adoption.
For example if you design an app that scans a QR code, the location of that code matters, its guidance on space and placement are critical for uptake, awareness and attitudes and need to be addressed in research and in practice.
The language of why and how it impacts a user’s needs relates to everything from privacy, safety, security and accessibility. How a business gets a QR code assigned and the steps? that make up this process impact location, uptake, and usability which directly alters user engagement and experience. Each piece is part of a puzzle. Are you missing pieces? Have power dynamics or lost context meant we didn't shape our product, service or process goals accordingly?
When doing #diversity, #equity and #inclusion work, consider the intersectional needs of people and the impact of inaccessible processes, products and services has on them.
We can’t possibly empathize with all situations, contexts and users. Instead, we can aim to understand their needs, constraints and considerations. If we achieved that and unlearned and questioned things? then our goals of equity and accessibility would be much further ahead. Unlearn -> Understand -> Change. Break cycles.
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This requires sustained effort, and needs both emotional and physical labour. Telling people and organizations that you should change simply because you said so does not result in actual change. However, approaching these broken pieces with listening, authenticity and a commitment to new actions could lead to positive results that move us closer to equity and accessibility.
So, please always centre equity in your accessibility practice.
Consider this: a product might technically be accessible, but if the process that produced?it caused harm, furthered stigma, or left the product unusable in the process is problematic on many levels?as it can leave people structurally vulnerable, forgotten or excluded. Saying “we’re sorry” once this process is complete does not excuse a lack of equitable actions in the first place.
When implementing changes with the goal of greater equality, there are some important questions to be asked. Can you repeat the actions which lead to a positive outcome? Is the change you’re making scalable? Can you measure the impact of exclusion on those who experienced it? Can you look at your processes, products and service ecosystem and recognize which voices are unheard? Where?can you incrementally improve? If you do not know what you’re missing, how can you do better? Include these questions and the answers in your measurements and metrics for success. Embed them in your theories of change and? alter management processes accordingly.
Please slow down enough to realize if what you are designing has the potential? to cause harm. Harm isn't always evident or overt. It happens when we don't take the time to assess what we are creating, why we are creating it, how people might use it, where the interventions to increase accessibility exist, etc.