Customer Experience Journey with Consideration for People of Determination

Introduction:
The Customer Experience Journey with Consideration for People of Determination course is designed to help organizations and professionals understand, design, and enhance customer experiences with inclusivity at the core. With growing emphasis on accessibility, equity, and universal design, businesses are increasingly expected to ensure that their services are welcoming and functional for all, including People of Determination (persons with disabilities).

This course explores customer journey mapping, inclusive service design, accessibility standards, and staff training techniques that foster a culture of empathy and inclusiveness. Participants will gain the tools to transform customer interactions into meaningful, accessible experiences that promote dignity, independence, and satisfaction for all customers.

Targeted Groups:

• Customer Service Professionals

• Frontline Staff and Supervisors

• Retail, Hospitality, and Public Service Managers

• UX/UI Designers and Product Developers

• Facilities and Operations Managers

• HR and Training Officers

• Accessibility Coordinators and Diversity & Inclusion Officers

Course Objectives:
Upon completing the course, participants will be able to:

• Understand the concept of a customer journey and how it applies to People of Determination.

• Identify barriers to accessibility in physical, digital, and service environments.

• Apply inclusive design principles in customer service operations.

• Enhance communication skills to better serve customers with diverse abilities.

• Map and evaluate the end-to-end customer journey from an accessibility perspective.

• Train teams to deliver inclusive and respectful service experiences.

• Ensure compliance with relevant accessibility standards and legal frameworks.

Targeted Competencies:

• Customer journey mapping and touchpoint analysis

• Inclusive and universal design in service delivery

• Accessibility compliance and best practices

• Empathetic and respectful customer interaction

• Barrier identification and inclusive service improvement

• Organizational accessibility audits and evaluations

• Staff training for inclusive culture development

Benefits of the Training:
Participants in this course will:

• Gain a deeper understanding of the diverse needs of People of Determination.

• Improve customer satisfaction, loyalty, and brand reputation through inclusive practices.

• Identify and eliminate access barriers in the customer journey.

• Foster a workplace culture of empathy, respect, and inclusivity.

• Align services with national and international accessibility guidelines.

• Support organizational goals related to diversity, inclusion, and social responsibility.

Course Outline:

Unit 1: Introduction to Customer Experience and Accessibility

• Defining customer experience and customer journey mapping

• Who are People of Determination?

• Legal and ethical responsibilities for accessibility

Unit 2: Understanding Barriers in the Customer Journey

• Physical, sensory, cognitive, and digital barriers

• Case studies: real-world examples of inclusive vs. non-inclusive experiences

• Techniques for identifying hidden barriers

Unit 3: Designing Inclusive Customer Journeys

• Principles of universal design and inclusive service

• Touchpoint optimization for all customer profiles

• Creating emotionally supportive and empowering interactions

Unit 4: Effective Communication with People of Determination

• Verbal and non-verbal communication strategies

• Use of assistive technologies and alternative formats

• Customer service etiquette and awareness

Unit 5: Evaluating and Improving the Customer Journey

• Tools for journey mapping and accessibility assessment

• Collecting feedback from People of Determination

• Implementing inclusive service innovations

Unit 6: Building an Inclusive Service Culture

• Staff training and awareness-building

• Inclusive leadership and team involvement

• Monitoring, evaluation, and continuous improvement

Unit 7: Policies, Standards, and Compliance

• Overview of international standards (e.g., ADA, WCAG, ISO 21542)

• National accessibility guidelines and regulations

• Organizational strategies for ensuring compliance and equity

Conclusion:
The Customer Experience Journey with Consideration for People of Determination course empowers organizations to transform their customer service philosophy through inclusivity and accessibility. By applying universal design and empathetic communication, businesses can provide a seamless and dignified customer journey for all. This training supports compliance and promotes a culture where every customer—regardless of ability—is valued and respected.