Megan Jones from the Australian Network on Disability, presents 'Filling the Gaps Building Disability Confidence to Increase Your Customer Connections' at Mumbrella360, 2022.

1. Filling the Gaps: Building Disability
Confidence to Increase your
Customer Connections

2. Acknowledgement of Country
We acknowledge the Gadigal people of the Eora nation,
who are the traditional custodians of the land on which we
work in our office in Sydney. We pay our respects to the
people, the cultures and the elders past and present, and
acknowledge their continuing connection to land, sea and
community.

3. Acknowledgement of People with Disability
We acknowledge people with disability here with us
in person and online today and thank you for joining
us.

5. What comes to mind when you hear
the word: Disability?
Slide 5

6. What is disability?
Disability Discrimination Act (Cth) 1992
Disability is any impairment, abnormality, or
loss of function of any part of the body or mind.
Including:
• Physical
• Intellectual
• Mental Illness
• Sensory
• Neurological
• Learning Disability
• Physical disfigurement
• Immunological

7. Social Model of Disability
Illustration by Crippen, Disability Arts Online Slide 7

8. Why is this
Important?

9. Profile of the Australian population
17.7%
of the
population
has disability
1 in 3 people
have disability or
are close to
someone who
does
Most
disability is
non-physical
and non-
visible
45% of
Australians
experience
mental
illness
Slide 9

10. Prevalence of disability increases
with age
Sourced from: ABS SDAC (2018)
Slide 10

11. Business Benefits
9times more likely to Innovate*
4times more customers^
4times more likely to outperform in
shareholder returns^
75% – 80% experience CX failures~
*Job Access 2019 2.2 Disability Employment Basics – diversity makes good business sense, ^Centre for Inclusive Design 2019,
The Benefits of Designing for Everyone viewed 24 March 2021, ~Ai Media 2021 4 Reasons You need to Caption Your videos viewed 6 May 2021

12. 10 quick tips to be more
accessible
and inclusive
Slide 12

13. Hire people with
disability
Remove unintentional
barriers. Ask everyone,
Do you require any
adjustments to participate?
Slide 13

14. WCAG is good. People are
better
Accessibility and Useability are
not the same. Ensure your UX is
tested by people with disability.
Slide 14

15. Accessible all day,
everyday
Think about ALL comms
- Alt text images
- Subtitle and audio describe video
- Utilise accessibility checkers
Slide 15

16. Build from the start
Universal design does not cost
significantly more if considered from
the start.
Slide 16

17. #SayTheWord Disability
“Differently abled”, “people of all
abilities”, “disAbility”, “diffAbled”,
“special needs” are all euphemistic
and can be considered patronising.
Slide 17

18. Represent
Few target markets do not
include people with disability.
Your comms should represent
this.
Slide 18

19. Provide alternatives
Provide different formats for
information, processes and ways to
respond.
Slide 19

20. Don’t assume
Ask people what adjustments
they require and what their
preferred method of
communication is.
Slide 20

21. Don’t make Inspo porn
People living their everyday is not
inspirational.
Slide 21

22. Label jars, not people.
How do you refer to a person with
disability?
By using their name!
Slide 22

23. Want to learn more?
www.linkedin.com/company/ANDisability
ANDisability
@ANDisability