The all-important first step here is to develop an understanding of your users/customers/clients – understanding who they are, where they come from, what’s important to them, and how their core needs are represented in your product or company mission. To become more inclusive, we need to build di...

• When in doubt, subtract
• Never say “No” without offering “Yes”
• Be tough, not rough
• Risk nothing, change nothing
• Seek the invisible
• Quality is a habit

Metrics can be classified into two broad categories, or buckets: socialisation metrics and product inclusion metrics.

• Socialisation metrics – These are the metrics we can use to track progress in terms of diversity and inclusion awareness and participation.

• Naming exclusion unlocks the potential of inclusion.
• Team diversity is reflected in product diversity.
• Everyone is different.
• Needs and preferences change with context.
• Everyone is bia...

Diversity in language can lead to misunderstandings, and how a shared language helps create clarity and alignment around diversity.

At the core of product inclusion are four pillars: product inclusion, diversity, equity and intersectionality.

‘Building for Everyone, with Everyone’ means producing inclusive products and services. The customer should feel that the product fits with who they are, and was built just for them. It boils down to these core components:

• Listening
• Caring
• Being humble
• Empa...

1. Has your team been exposed to product inclusion?
2. Have you identified a champion for your product inclusion efforts?
3. What’s the product challenge?
4. What’s the inclusion challenge?
5. How do the product and inclusion challenges align?
6. Whom do you need to inf...

• Identify the market opportunity for key demographics.
• Recognise what real users want.
• Identify the market opportunity by examining the gap between what is currently being offered and the key demographic needs or desires.
...

To make a business case for product inclusion, we start with evaluating our metrics needs, to identify whether any existing metrics need to be amended or augmented by new ones:

• What metrics do you currently use to assess the performance of your product or ser...

Another way to classify metrics is to distinguish between input and output metrics:

• Input metrics – These metrics are meant to track the resources used to produce the desired outcome with respect to product inclusion.
• Output metrics – These met...