Inclusive Design

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We employ a user-centered approach grounded in the Double Diamond methodology to guide our research practices. This begins with a deep exploration and understanding of user needs and behaviors, informing our design and development processes. We iterate continuously, testing and refining our solutions based on ongoing user feedback and data insights. 

We conduct comprehensive testing with a diverse range of users, including those with cognitive and physical impairments. This inclusive approach allows us to assess the usability and accessibility of our solutions across different user needs and capabilities. Additionally, we design and build assisted digital routes to provide support for users who may require assistance in navigating digital services. By incorporating feedback from users with impairments and designing assisted digital routes, we ensure that our solutions are intuitive, functional, and inclusive, meeting the needs of all users and providing an equitable user experience.

Early in our process, we create prototypes to validate concepts and usability with real users, ensuring our solutions meet their expectations. 

Accessibility is a core focus, and we adhere rigorously to standards to ensure our digital services are inclusive and accessible to all users.

In addition to prototypes, we produce service blueprints as a part of our methodology. Service blueprints provide a visual representation of the user journey and service delivery process, highlighting touch-points, interactions, and backend systems. 

This approach helps us identify pain points, inefficiencies, and opportunities for improvement throughout the service lifecycle. By mapping out the service in detail, we can optimise processes, enhance user experiences, and ensure consistency and quality in service delivery. Service blueprints also facilitate collaboration among stakeholders, fostering a shared understanding and alignment on service goals and improvements.