ABOUT THE GUEST
This episode features an interview with Howard Pyle, founder of ExperienceFutures.org. In this episode, Howard talks about the true meaning of digital equality, front-end experience automation, and why there will never be a single solution suited for all users.
“The social issue is twofold. One is that all the sites, all the tools you interact with are designed for privilege. They’re designed for people who already know how to use technology. They’re designed for people who sit in front of a computer all day. They’re designed for people who have reference to things like the way design system conventions work. We expect you to know how these systems work…And so if you don’t know how to access those sites, suddenly you lose access to the things you need to do in your daily life. You can’t access government, you can’t access healthcare. You can’t access your financial services because you don’t know how those tools work. And that’s where it becomes a social issue.”
*[3:27] Understanding the depth of the digital divide
*[6:04] Digital inequity as a social issue
*[10:05] A new way to look at digital equity
*[18:01] The nexus of experience design and automation
*[22:19] Democratization of digital access
*[24:06] Whose problem is digital inequity?
*[25:40] Designers create for privileged audience
*[29:04] Defining CX
*[37:00] Committing to digital equity at the leadership level
*[41:23] Addressing design equity with help from ExperienceFutures
Thank you to our friends
This episode is brought to you by IBM. If you are responsible for Customer Experience, they’ve created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.