[community] Question about Inclusive practices in verification processes

Cybele S cybele.sack at gmail.com
Fri Sep 3 15:47:43 UTC 2021


We must remember the needs of those with severe allergies and environmental
illnesses in this conversation, including those with intersectional
experience.

On Fri, Sep 3, 2021 at 10:53 AM John W (personal) <pickupwillis at gmail.com>
wrote:

> 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
> progress...
>



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