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?
