Why inclusive design is non-negotiable?
Is your customer care truly accessible to everyone, or are you unintentionally locking the door on millions of potential customers?
In today’s market, inclusive design isn’t just a "nice-to-have" feature or an HR buzzword—it is a business imperative. When we design for the "average" user, we ignore the 1.3 billion people worldwide living with some form of disability.
Why Accessibility is Non-Negotiable
Inclusive design means creating products and services that can be used by everyone, regardless of their physical or cognitive abilities. If your customer support relies solely on a phone line, you’ve excluded the deaf community. If your website isn't screen-reader friendly, you've lost customers with visual impairments.
The Reality: Making your service accessible doesn't just help people with disabilities; it creates a better experience for everyone.
Inclusive Design in Action
The "Curb Cut" Effect:
Ever noticed the ramps on sidewalk corners? They were designed for wheelchair users. However, they are used every day by parents with strollers, travelers with suitcases, and delivery workers. In customer care, adding Live Chat helps those with hearing loss, but it also helps a busy professional who can’t talk on the phone in a quiet office.
Microsoft’s Inclusive Tech:
Microsoft transitioned from "designing for one" to "designing for all." By creating the Xbox Adaptive Controller, they didn't just help gamers with limited mobility—they used those insights to make their standard interfaces more intuitive and customizable for all users.
Captions & Transcripts:
Did you know that 80% of people who use captions on videos are not hard of hearing? Most people use them because they are in a noisy environment or need to keep their phone on silent. Providing transcripts for your support videos ensures accessibility while boosting your SEO and user engagement.
How to Start Making an Impact
Offer Multiple Channels: Don't rely on just phone or just email. Provide text, video with captions, and chat options.
Simplify Language: Use "Plain English." This helps people with cognitive disabilities, but also helps non-native speakers and tired customers who just want a quick answer.
Audit Your Tools: Ensure your help center website meets WCAG (Web Content Accessibility Guidelines) standards.
The Bottom Line: Inclusive design is about empathy and reach. When you build a longer table instead of a higher wall, your business grows.
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