Overview
Inclusive design is an approach to creating products, services and experiences that work for as many people as possible, regardless of their age, ability or circumstances.
Rather than designing for the "average" user and then making adaptations, inclusive design considers the full range of human diversity from the start. This includes people with permanent disabilities, those with temporary impairments like a broken arm, and people experiencing situational limitations such as a parent holding a child.
The principles of inclusive design recognise that diversity is normal, exclusion is often unintentional, and context matters—the same person may have different needs in different situations.
When applied well, inclusive design leads to more flexible, usable solutions. Features originally designed for accessibility—such as automatic doors and voice-activated technology—often become preferred options for everyone.
We want to hear your views on how inclusive design principles should be applied across our services, and where current approaches are working well or falling short.