I was on a call the other day where we were discussing identity services for underserved populations. Someone brought up Diversity, Equity, and Inclusion (DEI) as a framework for ensuring accessible services for all.
DEI, as applied to product and service design, is a three-pronged philosophy that asks if you are assuring that diverse perspectives and lived experiences are being considered in the design of the service; whether access to the design or service is fair to all categories of people; and whether those—whose diverse experiences are considered—feel safe, welcome and included in the service and its outcome.
We discussed DEI in our group, but one person became uncomfortable, insisting that it doesn’t matter who is using the services as long as everyone can use it. He was concerned that focusing on DEI might mean that the unique needs of people, like the parent of a disabled person, would be excluded from consideration in the design of a product or service.
I thought this was an odd framing. He isn’t wrong to worry that caregivers may not have the best-designed experiences, which is why Universal Design, or design that everyone can use without impediment, is so important as a framework.
But rejecting conversations about DEI outright seems short sighted.
As a framework, I like DEI because it offers a reminder that there are people who get forgotten in the design process. It asks questions like “Who are we including?” and “Who are we leaving out?” So, my colleague’s concern about addressing the needs of the parent of a disabled person is exactly the type of inclusion issue that a DEI framework can help to identify.
It is also an area that I have been focusing on at IA Gateway with Shari Thurow and Bev Corwin. We are working on a model for a group persona that addresses the search needs of caregivers and people with a medical concern, whether a family member, acquaintance or someone in guardianship care.