[community] clarifying a rumour

David Berman | 613-728-6777 berman at davidberman.com
Mon Jul 24 20:27:30 UTC 2017


I'd love to see it too! Thank you in advance!


On 2017-07-24 12:41, Pina D'Intino wrote:
> 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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