Access the full podcast series here
Podcast Summary:
This podcast episode discusses the concept of lived experience and its relevance in understanding and addressing vulnerabilities. The host, Chris Fitch, interviews Dan Holloway, an expert in lived experience and disability, who provides insights into the practical implications of involving individuals with lived experience in product design and service testing. They explore the history and definition of lived experience, the importance of engagement and listening to customers, and the various levels and types of involvement. The episode also highlights the need for firms to have a clear inclusion criteria and to pay individuals for their time and expertise. Overall, the podcast emphasizes the value of lived experience in improving the design and delivery of products and services.
Key Points:
Lived experience experts have firsthand experience of a problem and their insights are crucial in understanding and solving that problem.
Lived experience has historical roots and has been recognized as a different type of expertise that challenges received wisdom.
Engagement and listening to customers with lived experience is a key area for improvement in service firms.
Good involvement of people with lived experience entails embedding their perspectives across all aspects of product design and communication.
There are different levels and types of involvement, including turning individuals with lived experience into problem solvers or having people with lived experience in building roles.
It is important to define the problem and involve people with experience specific to that problem and similar products or platforms.
There is no fixed number of individuals with lived experience to involve; it depends on the task, timescale, and needs of the project.
Being an expert by experience involves reflecting on barriers faced and gaining insights into the difficulties others face in using a product or service.
Combining lived experience with other areas of expertise, such as market knowledge and design process understanding, enhances problem-solving capabilities.
Language and representation are important in improving engagement and communication with disabled and vulnerable customers.
Good involvement involves paying individuals for their time and acknowledging the value of their contributions.
There is a constant need for reflection, iterative processes, and adapting involvement strategies to different stages of the design and development process.
Key Statistics:
No specific statistics were mentioned in the podcast.
Key Takeaways:
Lived experience experts have valuable insights that can improve product design and service delivery by bridging the gap between problem solvers and those experiencing the problem.
Engagement, listening, and communication tailored to disabled and vulnerable customers are key areas for improvement in service firms.
Defining the problem, involving individuals with specific experience, and considering their needs and perspectives can lead to better product and service design.
Pay individuals for their time and expertise as a sign of good faith and appreciation for their contributions.
Adapt involvement strategies and iterate the design process to ensure a meaningful impact from lived experience involvement.
RO-AR insider newsletter
Receive notifications of new RO-AR content notifications: Also subscribe here - unsubscribe anytime
