Do the organisation’s human-centred design methodologies consciously • embrace the needs of diverse customers? Are product and service disclosure statements and contractual documents • delivered in formats that are accessible to diverse customers? Relevant brand Does the organisation (e.g. leaders) have a reputation for supporting diversity • and inclusion? Does the organisation integrate diversity and inclusion into communications • and marketing? Does the organisation seek to influence and/or take a stance on equality • themes (e.g. marriage equality) in the community? Are there clear diversity and inclusion principles in place in the execution of • brand strategy? Relevant measurement and reporting Have goals been set in relation to customer diversity and inclusion (e.g. X% of • diverse customers feel respected in their interactions with the organisations)? How is diversity and inclusion integrated into existing measures like Net • Promoter Score? Are processes and systems in place to develop, measure, monitor and report • on customer diversity and inclusion impact and outcomes? Inspiring examples Apple In more recent times, Apple has focused on redesigning emoji to better represent its customer base. In 2015, it introduced racially diverse emoji, allowing users to cycle through various shades of white and brown to customize their emoji’s skin colours along with picture options for same-sex couples. In 2016, Apple announced new emoji that show women playing more sports and performing jobs that previously only allowed for male options. Cricket Australia
• Do the organisation’s human-centred design methodologies consciously embrace the needs of diverse customers? • Are product and service disclosure statements and contractual documents delivered in formats that are accessible to diverse customers? Relevant brand • Does the organisation (e.g. leaders) have a reputation for supporting diversity and inclusion? • Does the organisation integrate diversity and inclusion into communications and marketing? • Does the organisation seek to influence and/or take a stance on equality themes (e.g. marriage equality) in the community? • Are there clear diversity and inclusion principles in place in the execution of brand strategy? Relevant measurement and reporting • Have goals been set in relation to customer diversity and inclusion (e.g. X% of diverse customers feel respected in their interactions with the organisations)? • How is diversity and inclusion integrated into existing measures like Net Promoter Score? • Are processes and systems in place to develop, measure, monitor and report on customer diversity and inclusion impact and outcomes? Inspiring examples Apple In more recent times, Apple has focused on redesigning emoji to better represent its customer base. In 2015, it introduced racially diverse emoji, allowing users to cycle through various shades of white and brown to customize their emoji’s skin colours along with picture options for same-sex couples. In 2016, Apple announced new emoji that show women playing more sports and performing jobs that previously only allowed for male options. Cricket Australia
20170227_Missingout_Customer_Diversity.docx