Business Case Report

Build The Business Case For Inclusive Design

March 20th, 2023
With contributors:
Ian Jacobs , Senem Guler Biyikli, PhD , Georgiana Swan , Shayna Neuburg


Businesses that create inclusive products, services, and experiences can increase revenue, decrease costs, improve resilience, and build trust with customers and employees. But unlocking these benefits requires an intentional approach to inclusive design, something most firms lack due to low organizational understanding and an absence of funding. This report gives design and digital leaders the tools they need to build an effective business case for inclusive design. This will help them gain buy-in from executives and the teams responsible for creating customer and employee experiences.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.