A Few Waves of Inclusive Design in the context of Diversity, Equity, and Inclusion (DEI)

Much of this thinking was done collaboratively with Lisa Liskovoi at the Inclusive Design Research Centre.

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When an organization or an individual commits to using inclusive design thinking and practices, to engaging in diversity, equity, and inclusion in everything she does, the following may represent some of the waves of Thinking, Feeling, and Doing she can expect to experience. The following are reflections from having facilitated a number of ID workshops with individuals, teams and organizations.

1st encounter: uncertainty & unlearning

The first encounter is one that is lumpy — like the first pancake. This is the stage of setting expectations and this is the moment when trust has to begin to be built. From this point too, the facilitator can begin to ascertain fundamentally ‘where’ they are and ‘how far’ they are willing to go.

This first introduction to the notion of inclusive thinking, doing and feeling is one marked by uncertainty and unlearning. In this first moment, we begin by breaking down ways of thinking, doing, and feeling by being shown alternatives, examples, and facts that participants can’t ‘unsee.’

Feeling

Feeling associated with this wave range from discomfort, guilt, responsibility, defensiveness, wake-up call, paralysis excitement, new frontier, calling, motivation/drive

Thinking

The thinking at this stage is a realization of the perspective shift that is inclusive design thinking

Doing

In my experience this can be a shock to the system, one that reveals change in individuals over time. In days, weeks, months I hear back from participants that they can’t stop thinking about x or they are now working to make y a practice. In the short term I have seen it cause discomfort, a lack of clarity in how to conduct meetings while trying new techniques, an awkwardness in trying some of these new things, a lumpiness in decision-making, uncertainty about how to incorporate others’ ideas and perspectives.

2nd wave: change

With these perspective shifts come personal realizations (sometimes 3–6 months later) that result in changes: new job, different job, different way of being present in meetings, different way of organizing teams and their functions, etc.

Feeling

The feeling associated with this wave range from being charged up, standing up, speaking up, figuring out how to do those things while failing and refining.

Doing

This is a pivotal moment when a wellspring of ideas almost seems to force participants into doing something. The thinking turns to action and documents start getting created and shared, ideas shift to how to change existing structures or cycles or communication styles. This is the moment when folks feel inclined to build a guide or a framework or a how-to or a handbook in what is an earnest effort to share what happened and what they’re thinking and doing differently. This is a moment when participants begin integrating what they are seeing and thinking into what they are doing. This shouldn’t be an end-point.

3rd wave: rebuild

Ultimately, I think it’s to be expected that some ground might be lost from the ‘over-swing’ of the 2nd stage to this stage. This is the settling back into something that will stick. This is the moment when all the structures come back in (power, culture of the organization, willing to change, leadership styles, agency of staff). E.g. you’ve come back from a conference where you’ve been inspired and are hopeful — now you’re in the space of ‘can I make it happen here?’ You aren’t the CEO who can say, “I want this new shiny pony.” What are you going to do differently on Monday? How much are you willing to change?

This is on the organization and its culture, and it’s ability, willingness, and openness to doing things differently.

At this point, the organization can make a commitment and support individuals in making changes.

Risk

At this point the risk is how much backsliding will happen? How can you mitigate or stop it?

Feeling

This wave can be characterized by feelings of uncertainty, hopefulness, increasing confidence.

Outcomes

These practices (and the waves above) are not linear, they are cyclical and iterative. The feelings and descriptions are not categorically distinct. This is merely meant to clarify what is happening in this work.

The point of the workshops has never been an endpoint — the product or outcomes is:

• self-reflection: how might this practice change you?
• awareness-building
• practicing a way of being; noticing the impact; noticing the feelings
• it isn’t a skill you come away with and put on your linkedin profile
• try on some other ways of being
• becomes part of you over time
• being transparent
• being authentic
• get at something before the numbers/ before the crisis point? — what does that look like?
• show larger pathways
• show the impact farther down the line
• what are the roadblocks — chip away versus burn them down
• where is the not open coming from?
• feeling attacked, cultural, situational, — hitting a wall with people
• showing what collaboration can look like

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What is inclusive design? it’s a way of thinking

Inclusive Design is a way of asking the tough questions about the outliers, about the ways we’ve always done things, about the haves and the have-nots — in all aspects of life. And I do mean all. It stretches from human resources and hiring practices to company culture through to that culture manifesting in outward-facing products and services.

It’s a shift in perspective, an iterative approach to improving — it’s not a new process or protocol or framework, it’s a fundamental shift in mindset

Inclusive Design is something to practice, we are practitioners of it — we are never masters.

This new perspective, this new way of thinking has given groups an opportunity to improve what they’re doing. To tap into innovation, inclusion, diversity, to address gaps in business models, etc.

This is as much about reaching untapped markets as it is about meeting unmet needs. It’s the how we do it not the what — as the what can change.

Diversity is a number — it’s the demographic data, often the superficial details about us. The number of women on your board, for example.

Inclusion is how much of your full self you bring into your work. How much of your divergent and diverse ideas, experiences, and thoughts you are able to bring. The latter is a measure that is deeply influenced by culture, power, relationship dynamics, the ways we meet, the ways we decide, the ways we communicate and more.

So, what is the design part of inclusive design? We’re all designers. We might all have a couch, a lamp, and a table in our living room, but the layout, the style, the way they work is different for all of us. And when we design, we are designing all of the following:

• how robust, operable, perceivable, and understandable something is
• design of space (physical, team, collaboration, cross-pollination, etc.)
• design of communication
• design of interactions
• design of systems
• design of processes
• design of products and services

The following are areas we’ve worked in that have enjoyed a positive impact from ID thinking, feeling, and doing:

• HR: hiring practices, retention
• professional development
• communication
• development and design teams — more technical / agile
• systems and processes — pipeline and service delivery
• procurement — tools
• values, mission, purpose
• products
• innovation
• differentiation
• future-proofness
• diversification
• perception

While Inclusive Design is not a silver bullet, it is a powerful way to approach and change systemic cycles of exclusion.