Service Design Show
Why Inclusive Design is Good for People and Great for Business / Jess Kessin / Ep. 224
Mar 27, 2025
Jess Kessin, an experienced designer with a passion for inclusive design, discusses how many products and services fail to meet the needs of diverse users. She shares compelling insights on why businesses should not just design for the majority but embrace inclusion as both a moral and economic imperative. Kessin highlights the importance of understanding extreme users, advocating for co-design methods that enhance accessibility. She also addresses how emerging technologies like AI can support inclusive practices, urging designers to consider ethical implications and the broader societal impact.
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Quick takeaways
- Inclusive design enhances business success by widening user appeal and increasing customer base beyond the majority demographic.
- Storytelling and data-driven arguments are vital for communicating the benefits of inclusive design to stakeholders, making a compelling case for its implementation.
Deep dives
The Necessity of Inclusive Design
Inclusive design is not merely an ethical consideration but also a crucial factor for business success. By designing for a wider range of users, companies can create products and services that resonate more broadly, thereby increasing their customer base. Jess highlights that conventional design often focuses on the 'center of the bell curve'— typically young, able-bodied individuals— which excludes a significant portion of the population. A more inclusive approach not only benefits those on the periphery but enhances usability for everyone, demonstrating that inclusivity is both a moral and strategic imperative.
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