Lucy Cevallos on LinkedIn: #inclusivedesign #accessibility (2024)

Lucy Cevallos

Driving product innovation from strategy to execution | Strategic Product & Program Leader | Inclusive Design | Teacher by Trade

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I remember when Lyrics launched for Spotify and thinking “this is awesome!” not just for my experience, but especially for people who are deaf and hard of hearing. As a champion of inclusive and equitable design, it was an accessibility and a business win! And then a couple of months ago, Spotify started to test placing a paywall behind lyrics.Now there’s a limit of lyrics you can view for free before you’re blocked with a message to upgrade to a “premium” subscription. From first look, it seems like a straightforward strategy to boost revenue. However, when you think about long-term impact it’s not so straightforward. There’s been a ton of pushback from the disability community highlighting how this paywall makes the product *unusable* for customers with hearing and audio-processing disabilities. Additionally, there’s now a financial barrier for an essential feature, not a premium feature, as advertised. Many people have compared it to “making Closed Captioning a pay option with TV service.” I want to challenge how good of a business decision this really was. About 1.5 billion people (almost 20% of the global population) experience hearing loss. Imagine making a choice that could sacrifice engagement and loyalty for 20% of your customers. I know from experience there are always tradeoffs to make in business decisions, and the truth is often underserved and historically excluded communities are disproportionately impacted. And there is a mistaken assumption that centering these groups doesn’t benefit other customer segments. But as we know from designs inspired by the disability justice movement (like closed captions, curb cuts, and touch screens), building solutions for one often extends to many. Who else uses subtitles on the daily?🙋🏽♀️ I don’t think Spotify (or most companies) have the intention to cause harm. The reality is all companies are faced with making design decisions that impact customers and systematically tell them they do or don’t belong. When I read examples like this, it always makes me think about team composition and how current systems are built to support critical conversations like these to happen. I’m not saying these decisions are easy to make, but I’m saying these conversations must be had and when done with intention spark more robust, creative solutions. Ultimately, designing for underserved communities drives brand loyalty, market expansion, and innovation.I challenge my fellow business and product teams to think about these questions:-People: Who isn’t in the room and who needs to be? What expertise is needed?-Product: What are the unintended consequences of this decision? Who is impacted most – looking across intersections of identities? -Process: Does our process currently make time for these conversations? If not, how can we change it?I’d love to hear your thoughts / how this applies to your work. What questions or tactics would you add?#inclusivedesign #accessibility

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Lucy Cevallos

Driving product innovation from strategy to execution | Strategic Product & Program Leader | Inclusive Design | Teacher by Trade

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Vanity Jenkins

Executive Coach & DEI Consultant| Human-Centered Design Expert| Speaker| Strategic Planning Guru| I help companies take strategic action to improve their DEI data around employee engagement and beloniging.

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Lucy Cevallos, I love this post and the work that you lead with organizations. Your post underscores a critical tension between inclusion and capitalism. Capitalism often prioritizes profit over people, leading to decisions like Spotify's paywall on lyrics. This move not only undermines accessibility but also alienates a significant portion of the global population with hearing loss. It's a reminder that inclusive design isn't just an ethical choice; it's an intelligent business strategy.We must recognize that centering underserved communities, as disability justice has shown us, benefits everyone. Features like closed captions and curb cuts, initially designed for accessibility, have become indispensable for many. Companies must ask who is missing from decision-making rooms & consider the broader impact of their choices.I think reflecting on team composition and processes is crucial. Who is at the table? What expertise do we need? What are the unintended consequences, and who is most affected? These questions can drive more inclusive and innovative solutions, fostering brand loyalty and market expansion.

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Abby Corrington, PhD

Assistant Professor of Management |Industrial-Organizational Psychologist |Views are my own

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Beautifully communicated, Lucy Cevallos! You absolutely nailed SO many vital aspects of inclusive design — from the historical context to the strategic decision-making to the impact. I appreciate the nuance that you note (e.g., that companies likely don’t mean to cause harm, yet the often do). You’re so insightful and such a bright light! Thank you for continuing to do this work proudly and with conviction and a focus on IMPACT over INTENT. I’m grateful to know you!

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Akiko f*ckuhara

Strategic Program Manager | Learning Experience | Democratizing AI | Global Visionary | DEI Advocate | Media & Entertainment

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Lucy Cevallos, thank you for sharing this! This is such a spot-on post! You nailed it with how these seemingly small decisions to some users can have huge impacts on others. It's a great reminder for all of us to think critically about inclusivity in every step of the product development process. Your ability to highlight the unintended consequences of these choices is powerful!!

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Lucy Cevallos on LinkedIn: #inclusivedesign #accessibility (2024)
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