[community] clarifying a rumour

[Pina D'Intino]

IF anyone finds it, I'd love to see it too. Thanks  much.


Pina D'Intino, MDes, PMP, CPACC
Accessibility Strategist  and Consultant
t. 416.948.3348
e-mail:Pina.dintino at gmail.com; pina at aequumaccess.com
www.aequumglobalaccess.com
www.linkedin.com/in/pinadintino 
"Together we empower each other to reach our full potential." D. Onley
Supporter of Barrier Free Canada (BFC) - www.barrierfreecanada.org    

-----Original Message-----
From: community [mailto:community-bounces at lists.idrc.ocadu.ca] On Behalf Of
John W (personal)
Sent: Monday, July 24, 2017 12:36 PM
To: Inclusive Design Community
Subject: [community] clarifying a rumour

Hi friends, I would like some help clarying a supposed incident at Amazon
some years ago - the way I heard it, the company was concerned about the
volume of complaints on their site(s) and when they did a deeper dive, they
found that some huge proportion (50%-plus) were issues resolvable by taking
action on accessibility. In other words, customer experience was
dramatically enhanced and volume of complaints cut simply by moving to a
higher level of inclusive design.

Can anyone point me to any published citation of this story? or clarify it
for me with any published evidence? Needn't be academic, I just want
something tangible to refer to as evidence.

thanks!
j

*cJohn D. Willis | **CMRP, MDes *
Inclusive design, strategy and research
Toronto CANADA

Web: www.jdwillis.ca
LinkedIn: https://ca.linkedin.com/in/tojohnw
Twitter: @TOjohnw
Skype: johnwillis416
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