01
The team designs for an imagined average user
Real differences in language, disability, device, confidence, data, and environment are discovered too late.
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Service 05
Inclusive UX & Product Design
Design services with people who are usually asked to adapt to them after the important decisions have already been made.
Discuss this work
What experience teaches us
Our perspective on Inclusive UX & Product Design
Exclusion often begins before a screen is drawn. It begins when research recruits only the easiest people to reach, when a journey assumes everybody can hear a call, or when “simple” means removing the information someone needs to make a decision. Inclusive design asks better questions earlier.
When this service helps
The visible problem is rarely the whole problem.
02
Research is not accessible
Recruitment, consent, meeting tools, questions, and compensation prevent some people from participating.
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Accessibility is reduced to colour contrast
The larger service journey, language, support, identity, errors, and alternatives remain unexamined.
What the work can include
A clear process, with room to listen and change course.
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Inclusive discovery
We identify who may be missing, what participation requires, and which assumptions need evidence.
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Journey and content design
We make tasks, choices, language, help, and error recovery easier to understand across different contexts.
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Accessible prototyping
Prototypes are prepared so meaningful decisions can be tested without excluding participants unnecessarily.
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Design review and handover
Decisions, access requirements, and unresolved risks are documented for the people who will build and operate the service.
Possible deliverables
Agree what useful completion looks like.
The final scope depends on the problem, people, timeline, evidence, and budget. A proposal should state what is included and what is not.
- Inclusive discovery plan
- User journeys and service risks
- Content and interaction recommendations
- Accessible wireframes or prototypes
- Research findings where scoped
- Design decisions and implementation guidance
Access commitment
Access changes how the work is planned.
Participation must be real, not decorative. We plan recruitment, communication preferences, consent, interpretation, captions, transport or data, session pace, and compensation where user research is included.
Who this may suit
- New product teams
- Organisations redesigning a service
- Research and design teams
- Education and public-service providers
- Teams serving diverse or underserved users
Useful outcomes
- Earlier understanding of exclusion risks
- Clearer journeys and content
- Design decisions grounded in a wider range of users
- Better implementation guidance for product teams
Questions worth asking
Clear limits make better working relationships.
Is inclusive design the same as accessibility testing?
They support each other but happen at different moments. Inclusive design shapes the service and decisions; testing evaluates whether an implemented experience creates barriers.
Can you work with our design team?
Yes. We can join discovery, review journeys and prototypes, support research planning, or provide focused critique at agreed delivery points.
Do you recruit research participants?
This can be discussed as a separate scope. Recruitment involving disabled communities must include appropriate relationships, consent, access support, safeguarding, and compensation.
Tell us what is happening now.
You do not need a finished brief. Explain the people, the task, where it breaks, and what needs to be different.
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