Customer Experience + Design

Accessibility as Culture Change: How Agile Can Drive Systemic Inclusion Welcome back, equity champions! In our journey so far, we’ve embedded accessibility into stories, sprints, personas, dashboards, and release cycles. But now we zoom out and ask the big question: How does accessibility become not just something we do, but something we believe? It begins […]

Agile promises continuous improvement. But when it comes to accessibility, improvement often plateaus once initial barriers are addressed. How do we keep equity and inclusion alive, not just during sprints, but across quarters, product phases, and organizational shifts? It starts with embedding accessibility not just in rituals, but in roadmaps. What We Mean By “Accessibility […]

Welcome back, advocates of equity-driven design! If you’ve been following the series, you’ve already seen how accessibility can transform Agile workflows, from user stories and CI pipelines to ceremonies and culture. But here’s a question we don’t ask often enough: Are our Agile artifacts usable by everyone on the team? Let’s explore how to craft […]

Whether you’re building embedded software for next-gen diagnostics, modernizing lab systems, or scaling user-facing platforms, the pressure to innovate is universal, and AI is becoming a key differentiator. When embedded into the software development lifecycle (SDLC), AI offers a path to reduce costs, accelerate timelines, and equip the enterprise to scale with confidence.  But AI […]

The digital world isn’t slowing down, and neither are your customers. They expect fast, around-the-clock support in their language. For global businesses, meeting that demand can be costly. Hiring multilingual agents in every region adds up quickly. That’s why more companies are turning to real-time translation tools. They offer a more scalable, cost-effective way to […]

Building Advocacy into Team Culture Welcome back! We’ve explored personas, KPIs, inclusive ceremonies, and more. But without sustained advocacy, even the best practices can fade. That’s where Accessibility Champions come in, quietly powering momentum, culture, and accountability. These champions aren’t always official roles. Sometimes they’re developers who raise accessibility flags in standup, designers who rethink […]

Agile ceremonies are meant to foster collaboration, transparency, and alignment. But when voices go unheard or participation feels risky, those goals fall short. Inclusive Agile ceremonies remove barriers and elevate contribution, from every team member. The Participation Problem Common ceremony hurdles: Meetings dominated by a few loud voices Barriers to participation (sensory, cognitive, social) Lack […]

For years, AI in customer service has been synonymous with efficiency. Businesses leaned on AI agents to reduce costs, deflect calls, and automate routine tasks. These agents were designed to streamline operations, not necessarily delight customers. But a new chapter is quickly unfolding. We’re now entering the era of agentic AI with a new generation […]

Welcome back! So far, we’ve explored inclusive personas, accessible testing, story writing, and the core principles that connect Agile to accessibility. Now we ask: How do we measure what matters, not just what’s easy? Why Accessibility KPIs Belong in Agile Agile teams measure velocity, sprint goals, and user satisfaction. But accessibility? It’s often buried under […]

Welcome back to our ongoing series that explores how Agile practices and Accessibility principles converge to create products and systems that serve everyone. So far, we’ve explored foundational definitions, inclusive story writing, and accessibility testing in CI. Today’s focus? A tool Agile teams often rely on, but rarely challenge: personas. What Are Personas in Agile? […]

In today’s data-driven world, understanding how users interact with your application is no longer optional , it’s essential. Every scroll, click, and form submission tells a story, a story about what your users care about, what they ignore, and where they might be facing friction. This is where event tracking and analytics come into play. Traditionally, developers and product […]

Welcome back to our series exploring the fusion of Agile principles and Accessibility practices to create products that serve everyone. In the last post, we talked about writing inclusive user stories and acceptance criteria, how the right narratives shape more equitable outcomes. Today, we move from writing stories to testing them at scale, exploring how […]