[community] Question about Inclusive practices in verification processes

John W (personal) pickupwillis at gmail.com
Fri Sep 3 14:52:32 UTC 2021

Ditto to that, John

in our research with people on social assistance, we find that the key
design issue is how t integrate across multiple channels so that each
person can adapt the service channels to their needs - so  e.g. being able
to press zero on an interactive voice system, to go to a live operator, is
a specific use case.  Or to have a URL sent to one's device by texting a
bot, etc.

In other words, the system of integrated channels is the thing we should be
designing, rather than narrowing focus to one channel, no matter how useful
it appears to mainstream designers and users.  Also why UX is too narrow as
a research approach -- rather we ought to be looking first through the lens
of service value rather than discrete tasks to be performed.

On Thu, Sep 2, 2021 at 10:40 PM John Rae <thepenguin at rogers.com> wrote:

> Hello Cybele:
>  There is a fundamental problem with their one size fits all technological
> approach, the same one that permeates so much of today's society, and that
> is an assumption that everyone has technology, is comfortable using it, and
> that it will solve all problems.
> In my view, this notion falls into the "big Lie" category. It may work for
> many, but it isn't a universal solution to anything, and a variety of
> approaches are necessary.
> John Rae
> ________________________________________
> Inclusive Design Community (community at lists.idrc.ocadu.ca)
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*John D. Willis | CE CAIP MDes*
Design & Innovation in Public Services
Toronto CANADA

Garbled text? My apologies - speech-to-text technology is still a work in

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