Summary
Enterprises like Compass need to design experiences for an incredibly diverse audience. These customers pose challenges to our ideas about happy paths and edge cases. How do we build tools for customers with such diverse needs and wants? And how do we build the right teams with the broad perspectives that can best serve these customers? Learn how research can build diverse perspectives and backgrounds into user testing and other research methods. Understand how designing tools for diverse and justifiably demanding customers helps make product design better. Expand our notions of diversity both within the enterprise and with all the customers that the enterprise serves.
Key Insights
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Diversity consists of representation among different groups in an organization, impacting product design and decision-making.
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Equity addresses who should be included but currently isn't, focusing on creating pathways to support DEI.
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Inclusion ensures that all ideas are heard, fostering a culture where diverse perspectives are valued.
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Retention strategies are as crucial as recruitment efforts for diverse talent to prevent the 'leaky bucket' syndrome.
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Hiring practices should be re-evaluated to eliminate biases, such as overemphasis on visually appealing portfolios rather than true capabilities.
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Creating inclusive opportunities within teams requires understanding employees' roles and contributions, preventing marginalization.
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A diverse workforce leads to better ideas and competitive products due to varied perspectives and experiences.
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Empathy in research is key to addressing the needs of a diverse customer base and ensuring products cater to all.
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Experiences of women and underrepresented minorities in tech highlight the need for organizations to support proactive changes in hiring practices.
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Internal employee resource groups can provide a sense of community and support for underrepresented groups, enhancing inclusion.
Notable Quotes
"Diversity means who is in the room, equity asks who should be in the room but isn't, and inclusion asks if everybody's voices have been heard."
"Diversity isn't just about appearance but also about capabilities and different personal traits."
"Tech has a long-acknowledged problem with inclusivity in its workforce, especially regarding women."
"If we're focusing on diversity, we must also address retention to ensure diverse talent can grow and thrive."
"The higher you go in tech, the less diverse it often becomes, which compounds the problem of representation."
"Nothing about us without us is a principle that should guide product design processes."
"Investing in existing diverse talent is essential to create a culture of leadership and representation."
"Bad data in means bad data out; diverse participants provide varied insights crucial for informed design decisions."
"All ideas are not distributed in one population; diversity taps into a wide pool of talent and perspectives."
"Having a diverse leadership team is not just refreshing; it reflects the ongoing commitment to DEI at Compass."
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