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How Inclusive Personae Drives Innovation?

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Inclusion is more than just a buzzword; it’s a catalyst for innovation that can transform industries and elevate user experiences to new heights.

By considering the diverse needs of individuals from different backgrounds, with various abilities and preferences, businesses can create environments that are not only welcoming but also offer unique and enhanced services.

This article explores how including diverse personae leads to innovation, particularly in the service industry, where both digital and physical spaces can be reimagined to meet the needs of all users.

Personae 1

A Muslim woman who comes in for a haircut and brushing with her cat. She requires privacy for religious reasons and prefers a quiet environment where her pet can accompany her.

Personae 2

An autistic man who loves K-dramas, is of a larger body size, and is coming in for a color treatment. He needs a space that accommodates his body comfortably and is sensitive to noise.

Personae 3

A bar exam student who is a wheelchair user and is preparing for a wedding. She needs to focus on her studies while getting her hair colored, nails done, and makeup applied.

Inclusive Personae, Unique Needs

Imagine a hair salon that caters to a broad spectrum of customers, each with specific needs that go beyond the standard haircut or styling. Focusing on our 3 personae, let’s see how taking into acount their needs will drive innovation:

1. Defining the Needs of Diverse Personae

To understand how inclusion can lead to innovation, it’s essential to first define the specific needs of three different personae, each representing unique challenges and opportunities for innovation.

  • Muslim Woman with Privacy and Pet Needs

    This persona values privacy for religious reasons, which requires a private space during her salon visit. Additionally, she brings her pet cat with her and prefers a calm, quiet environment to avoid stress for both her and her pet. Her experience must feel personalized, comfortable, and considerate of her cultural and emotional needs.

  • Autistic Man with Sensory Sensitivities

    This persona enjoys K-dramas, has a larger body size, and is sensitive to certain sensory stimuli, such as loud noises or overly bright environments. For him, a space that is physically comfortable and can regulate noise levels is essential. He also appreciates personalized entertainment, such as the ability to watch his favorite shows during his salon visit.

  • Wheelchair-Using Law Student

    As she is both studying and preparing for a major life event, this persona requires a highly functional space that accommodates her wheelchair and allows her to multitask. Her needs include wheelchair accessibility, access to tools that allow her to continue studying during treatments, and efficient, well-coordinated services that cater to her upcoming wedding preparations.

These personae challenge businesses to rethink service models and cater to needs that go beyond the standard offerings, thus opening the door for innovation.

2. Challenging the User Experience

To accommodate such diverse needs, a business must challenge the conventional user experience. Let’s take the hair salon as an example and consider both digital and physical adaptations:

  • Digital Innovations

    A booking service app could be enhanced with options to specify particular needs, such as privacy requirements, noise sensitivity, pet accommodations, wheelchair access, and the need for a screen to study or watch content. This level of personalization allows customers to feel seen and valued even before they step foot in the salon.

  • Physical Accommodations

    Once at the salon, these digital requests translate into real-life accommodations. A private room can be arranged for the Muslim woman, ensuring her privacy while also offering an upscale experience with additional services like massages or skin care. The salon can regulate noise levels for the autistic person, providing a peaceful environment where he can enjoy personalized music or audio media. Wheelchair accessibility, initially designed for the student, can also benefit plus-size individuals and create a more comfortable experience for all clients. The addition of screens in treatment areas allows the student to study and K-drama lovers to watch their favorite shows during long treatments.

3. Innovation as a Result

By embracing inclusion, businesses inadvertently drive innovation, creating experiences that are not only inclusive but also superior for everyone. Here’s how these innovations play out:

  • Privacy and Luxury

    The privacy needed for the Muslim woman opens up opportunities for the salon to offer a luxury experience. This includes noise regulation, which can be appealing to other clients as well, and additional services like massages and skin care treatments.

  • Enhanced Comfort and Accessibility

    Wheelchair accommodations lead to a more spacious salon layout that benefits not just those with mobility challenges but also plus-size clients and even the hairdressers, who often need to move equipment on wheels. The elimination of steps and other barriers can make the space more functional and comfortable for everyone.

  • Personalized Audio Experiences

    Noise regulation, initially introduced for the autistic man, can lead to a salon-wide upgrade where all clients can enjoy personalized music or audio media during their appointments, making the environment more peaceful and tailored to individual tastes.

  • Entertainment During Treatments

    Screen displays, introduced for the studying student, can become a salon staple, allowing clients to watch shows, follow lessons, or enjoy other media during long treatments. This not only enhances the client experience but also differentiates the salon from competitors, attracting a broader clientele and potentially increasing revenue through these additional services.

Inclusion is a powerful driver of innovation. By considering the unique needs of diverse personae and challenging traditional user experiences, businesses can create environments that are not only inclusive but also offer superior experiences for all users. The innovations born from these efforts—whether in digital booking systems, physical accommodations, or personalized services—ultimately lead to better business outcomes, setting the stage for a more inclusive and innovative future.

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