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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