Clare Muscutt talks with Christine Hemphill about the benefits of inclusive research and design

“All complex problems are solvable when you really understand the flow of value to the person being designed for […] it makes the complexity start to fall away quite quickly because you’ve got something to anchor in that is very real.”

 

In episode #609 of the Inspiring Women in CX podcast, Clare Muscutt talks to Christine Hemphill, Founder and Managing Director at Open Inclusion, about…

 

👂 Her experiences working in the mining, shipping, and banking industries and how CX and listening to the customer were woven throughout her career

 

♿ How her own personal experience gave her a real understanding of the breadth of human diversity and disability

 

❌ Founding Open Inclusion and setting out to challenge the dichotomy that experiences can either be delightful or accessible – but not both

 

🔗 The definition of inclusive CX and how different dimensions of our identity profoundly change our experience of disability

 

👣 The exclusion footprint and the importance of being conscious of our own when making business decisions

 

🤔 The limitations of current practices and what CX practitioners can do to make insights more accurate to the breadth of customers’ experiences

 

🧑 Her thoughts on ‘inclusive personas’ and how these are actually in danger of misinforming design

 

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