Accessibility is where you have a product or a service and something is added onto that to make it accessible for a different group of consumers.
An example of this is using a VRS service in a contact centre so that deaf customers can access the contact centre via a sign language interpreter.
It is an accessible service because VRS has been ‘added-on’ so a deaf person can call via an interpreter to speak to the hearing contact centre advisor.
An inclusive experience is where all customers receive an equal experience.
In the example above, this would mean that a deaf person could call and use British Sign Language and communicate using video to another deaf British Sign Language user.
This would allow the deaf person to have the same experience as a hearing person would have – connecting to another hearing person.
This is just one example to highlight the differences and also offer some suggestions to serve deaf customers.
These are the types of considerations to make so deaf people can access your services.
This will mean that the experience will sometimes be slightly different for it to be like minded, but we are aiming for individuals to all leave the interaction FEELING the same way and having a SHARED brand experience and coming out with the same outcome.
As part of our series introducing you to the members of our team, we are today sitting down for a chat with Caroline our longest