John Maeda’s 2020 CX Report and Accessibility

The report doesn’t directly address people with disabilities and CX. Here is the TL;DR version of how to align his main points with your accessibility initiatives

Blurry computer monitor with Dashboard tracking things like quality scores and cost for conversion
Blurry computer monitor with Dashboard tracking things like quality scores and cost for conversion
Photo by Stephen Dawson on Unsplash

John’s Buyer/Customer Relationship

My favorite way to sum this up is “I do not owe you a teachable moment.”

People who use assistive technology who can’t navigate the customer experience won’t commit if the customer experience is not accessible

The most important thing to understand is if you believe in John Maeda’s work, don’t forget that there are DISABLED humans in that Buyer/Customer Experience infinite loop.

Other John Maeda CX thoughts as they pertain to accessibility

Written by

Blogger, disability advocate, nerd. Bringing the fire on ableism. A11y Architect @ VMware. Wheelchair user w/ a deaf daughter. CS, Law, and Business background

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