Inclusive design as a solution

Inclusive design serves as a solution to this challenge by holding two truths:

1. Rather than attempting personalization across near-infinite intersectional identities, we approach product and service design through the lens of common service delivery needs, jobs-to-be-done, and use cases.
2. Rather than confining users to a limited subset of their identities and attempting to serve a non-existing average user base, we create service delivery models considerate of a diverse spectrum of people by working to meet the needs of people on the margins.

If we return to our earlier example of the two Black women, we can identify the common theme of trauma for both of them.

The trend may signal a need for care plans to include resources focused on specialized types of trauma and employ clinicians educated in trauma-informed care.

Inclusion of this type of content and clinicians trained in this area would also benefit:

• indigenous users dealing with residential school trauma
• LGBTQ+ users dealing with coming-out trauma
• Any number of other individuals dealing with various types of trauma.

Servicing the needs of marginalized Black women by intentionally focusing on their programmatic needs rather than specific facets of their identity, the service will also serve a broad and diverse set of users.