I was thinking the other day how to make it easier for businesses that want to be more inclusive in delivering accessible and inclusive products and services accomplish that. What came out was this mnemonic like device:
A: accessible, adaptable, agile
The basics of delivering an accessible experience is obviously to be accessible. There are a lot of standards out there to use as a guide for the built environment (in BC, there’s a readily available Building Code booklet focusing just on accessibility). Being accessible for everyone in every situation, however, isn’t always so easy. In these cases being adaptable and agile (flexibility) can make up for some shortcomings that you may not be able to address in the short run.
E: everyone, experiences, excellence
Broadening and deepening your customer base isn’t as scary and expensive as you might think. Building experiences for everyone that ensures a similar level of excellence does require strategic thinking. The seamless experience life cycle is a good place to start.
I: inclusive, independent, innovative
Again, at the heart of providing equal experiences for all is to have an all-inclusive mind set. This requires a customer eyed view with the idea of, could someone enjoy this independently. Too often businesses will be happy with the idea that we can help but that can be stigmatizing so, where possible, people should be able to experience your products and services with little or no assistance. This may require some innovative thinking. Sometimes this is as simple as signage, service training or better website design.
O: open, organizational DNA, operable
Before you even go down the accessibility and inclusion you really need to be open to making change and open to seeing the benefits of going down this path. You will want to weave this into your organizational DNA. It should start with your executive, trickle through to management and shine with your front line workers. All of this needs to lead to operable solutions for both you and, more importantly, for the customer.
U: universal design, ubiquitous, understanding
The principles of accessible and inclusive environments in universal design. You can find many resources to guide you through the 7 principles of universal design. If you bring someone to help your business, make sure they incorporate these principles in everything they do. It should be everywhere (ubiquitous) so that your customer isn’t surprised by insurmountable barriers along the way. This understanding comes from talking to your customer to hear their insights.
Sometimes y: you
Sometimes it is about you. Is a change economically feasible? Does this bring your strategic plan to life? But in the end, it’s mostly about your customer/client.
mike Uncategorized accessibility, inclusive programs
