Toolkit

Seeing RED

Understanding a customer’s perspective

 

‘Put yourself into the shoes’ of different communities and consider the following in relation to how people access a service, facility or information, or experience a policy, by diversity/protected characteristics:

Reach

Would I know about it?  Do I understand what it can do for me?

Experience

Can I get there, or access it?  Can I get around when I’m there, or find the information I need easily?

How will I be treated?  Will I get the help I need?

Dependence

In what way do my circumstances or characteristics make me need the service, or rely on the service, more than others – what does the data say about usage/need?

How will it improve outcomes for me?