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LifeworksInclusive Guide

2. Promote inclusion over personalization

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For consideration

Personalization is not the current approach or reflective of Total Mental Health at this time.

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Cautionary Example

Personalization was described as a key product factor in a recently reviewed RFP. Total Mental Health does not currently support personalization in-product, with any personalization limited to counsellor engagement.

Personalization distracts from the essential understanding that welcoming and serving diverse communities first requires an approach that accommodates and serves all people across various intersectional factors rather than more broad, specialized segmentation.

Promoting inclusion over personalization showcases that understanding diverse communities, intersectional factors, and a need to provide a welcoming product and service considering a variety of lived experiences is essential to serving diverse users.

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Suggested approach

  1. Lead with inclusion over personalization as a standard of practice to meet the needs of diverse employee groups.
  2. Engage in an ongoing dialogue with product leadership on any aspects of Total Mental Health personalization that may be prioritized.