Leveraging product standards
Before we explore the detail of the human, technological, and sociological factors that can inform a shared understanding of customers and shape product and service delivery, it's essential to acknowledge the benefit of established standards.
The series of established product standards, well executed, can address many of these factors.
We can then focus on going deeper into the customer experience to be even more intentional in shaping product and service outcomes.
The ability to effectively lean on standards creates a shared model for delivering exceptional outcomes, reducing effort, accelerating decision-making, and allowing research and other resources to limit their focus to areas with the most extraordinary impact.
For consideration
Established product best practices primarily focus on technical considerations, answering the question, how do we design and deliver a product to reduce barriers?
Where we go deeper with our practices is to consider if how we communicate and provide service excludes people.
Suggested approach
Many human and technological factors can be addressed with a mature org-wide effort to meet web standards best practices for usability, performance, and accessibility. Those factors that can be significantly addressed with best practices include:
Human factors
- Visual
- Audible
- Physical
Technological factors
- Device
- Operating system
- Browser
- Assistive technologies
- Internet connectivity
For consideration
Considerations of extreme edge cases may further shape product development for specific groups.
For example, suppose a client organization was on an older version of Windows with an out-of-date browser that was unsuitable for accessing Total Mental Health. In that case, it's helpful to invest in accommodating this older browser to service this customer.
Suggested approach
Exceptions primarily relate to untested edge cases.
Understanding the priority, scale, and impact of those edge cases will give confidence to invest in these, ultimately improving the overall customer experience by expanding and maturing product reach and engagement modes.
For consideration
Factors explicitly not covered under web and accessibility standards include:
Human factors
- Neurological
Technological factors
- Digital maturity
- Environment of use
Sociological factors
Since sociological factors predominantly impact writing and communication, which are not typically covered under technical standards such as web and accessibility standards.
Suggested approach
Active research across those factors not covered under web and accessibility standards will help to define product and service characteristics that can uniquely impact customer experience.