Designing inclusive customer experiences

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717 Bourke Street

Docklands, VIC 3008


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Event description
Design and Ethics invites you to a panel + discussion on understanding customers and service provision through the lens of inclusivity.

About this Event

Good design or service-provision can often be considered equivalent with aims to serve or impact the most people, rather than those most in-need or those in different living circumstances to our own.

As we create products, services and systems, there are certain sections of our customer base who have diverse ways of operating in the world which are not considered or minimised when majority or dominant groups of a customer base are prioritised. Whether considering neurological diversity in the design of digital interfaces, cultural differences in consulting services or how residents in remote areas access support channels, belonging to a non-dominant subgroup means often your needs or situation is not prioritised for the products and services you use.

How does your work consider, or ignore, the diversity of your users? How can you begin to understand and engage ethically with the whole range of people seeking to access the products and services we are creating?

This evening, panel members will be sharing their own experiences of seeking to provide inclusive services to diverse customer needs, with group discussion from the room sharing experiences, fears and questions on the topic. Please come prepared with questions to get the most from the event.

Drinks and nibbles will be provided. Doors open 6:00pm, discussion starts 6:30pm.

Tickets for live-streaming the event are also available.

Host/ Moderator:

Louise Long, Director Service Experience & Design at University of Melbourne

Guest Panelists:

Adem Cifcioglu (he/him), Co-founder and Director of the inclusion consultancy Intopia.

Kelly Schulz , Customer Inclusion Protagonist at Belong

Thelma Austin, Gunditjmara woman and Cultural Jedi at Belong

Kyreena Hay (she/her), Service Designer and Inclusion Specialist at AustralianSuper

We acknowledge the traditional custodians

We acknowledge the Boon Wurrung and Woiwurrung peoples of the Kulin nation as the traditional owners of the lands on which this event will be held. We recognise that sovereignty over this land has never been ceded, and pay our respects to Elders past, present and future. It is our hope that this event will empower action to close the gap of equity for Aboriginal and Torres Strait Islander peoples.

Accessibility note:

The discussion can be translated into Auslan or have CART supplied upon request (please email Kyreena at prior to the event.

Guide dogs are absolutely welcomed!

The venue is accessible and D.D.A compliant.

There is a single non-gendered, accessible bathroom.

Feel free to contact Kyreena at with any queries or requirements.


This is intended to be a safe space; judgement, harassment or disrespect of any kind will not be tolerated. Feel free to ask any question or say anything; we will be correct you if you have any misunderstandings or misuse words. We are all learning together here.

Please do reach out to the volunteers who will be pointed out on the night, or through anonymous channels if you require us to address or chat with you about concerns.

In an emergency situation, appropriate emergency service will be immediately contacted.

Please note that this event may be live-streamed and and photographed for remotely located participants, and archiving. The live-stream will focus mainly on the panel. Audience members taking part in the discussion may also be part of the live-stream. Please inform the organiser should you have any concerns or questions. Audience participating in the discussion will not be asked to identify themselves.


What are my transport/parking options for getting to and from the event?

The building is right next to Southern Cross station, trams, and there are a few entrance options with parking and taxi ranks nearby.

Do I need to register for the event?

Yes, please. We welcome everyone who wants to attend, but the event space has a limited capacity and security won’t let anyone in who isn’t registered. So please register your attendance and any specific spatial requirement, so we can accommodate everyone comfortably.

What if I’m no longer able to attend the event?

Please kindly cancel your ticket or send the organiser an email, so we can allocate the ticket to people on the waiting list

What if I have any other questions?

Please submit any other questions to and we will endeavour to answer your questions in a timely manner. Please allow for a minimum of 2 to 4 business days for us to respond.

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717 Bourke Street

Docklands, VIC 3008


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