Mostly Unlearning

Welcome to Mostly Unlearning, a newsletter that amplifies accessibility and disability voices towards more impactful commercial and human outcomes.

A bit of background. The why.

A little over a year ago, I stepped across from customer experience transformation into leading accessibility strategy and transformation. It's been a huge learning and unlearning curve. I've devoured research reports, frameworks and models. I've used tried and tested approaches with mixed success. I've tried new techniques, again with mixed success.

Even after a decade of customer experience research, design, transformation and having a disability myself, I find myself in the magical place of rapidly learning.

Mostly unlearning.

I've come to understand this.

The habit of inclusion is underpinned by learning and unlearning. Mostly unlearning.

Impactful outcomes.

Businesses must be profitable, so linking to commercial outcomes brings lasting change. The right thing to do is inspiration. Profitability is momentum.

It's far more likely that a solution will get funded and scaled when it's also profitable.

For too long, people with disabilities and access needs have been thought of by businesses as the right thing to do. This thinking forgets we have bank accounts (revenue) and take actions that impact business costs (cost to serve, cost to acquire).

It's not only our disabilities which are often invisible; it's the #DisabilityDollar and its impact on the bottom line.

Join the unlearning.

You can subscribe to learn with me. I'll share what I learn (and unlearn) about accessibility and disability. Together we will consider the implications for impactful commercial and human outcomes.