“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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