Inclusive

Experience
Practice

WUNDERMAN THOMPSON Inclusive Experience Practice 1

Table
of Contents
3 Introduction

4 Inclusive Design 101

10 The Business Case for Selling

to People with Disabilities

14 Unlocking Accessibility
with Alexa

18 Rethinking Disability
Targeting

22 About
Wunderman Thompson
WUNDERMAN THOMPSON Inclusive Experience Practice 2
Introduction
Inclusion Sparks Innovation

When you think about people with disabilities, strength and

independence do not necessarily come to mind, at least not
at first. But 30% percent of the workforce in the United States
has some kind of disability. That’s a lot of us, many of whom
are also living on our own—we must be doing something right.

The basic definition of a disability is that we all have some

way in which the world does not work for us. And we have to
figure out new and innovative ways to do things other people
take for granted: eat, get dressed, and brush our teeth. Not
surprisingly, people with disabilities tend to have more new
ideas (75%) than people without (66%). We’re the original
hackers.

Inventive by necessity, this community has been completely

ignored by marketers, both as target audiences and as team
members. And what they want and need is normalization, and
exactly what we all do: respect. They want brands that create,
and market products designed by them and for them—and
companies that acknowledge their presence and their value.

As you’ll learn on the following pages, designing products,

Christina Mallon
Global Head of Inclusive Design and Accessibility
services, and content that meet the needs of all people isn’t
just the right thing to do for individuals and broader society
alike—it’s also an opportunity to expand your customer base
or audience, engender loyalty, and create experiences that
are indispensable to people and, thereby, be more competitive
in the marketplace.

WUNDERMAN THOMPSON Inclusive Experience Practice 3

Inclusive
Design
101 “Inclusivity” may seem like the latest buzzword, but this quick
guide makes the case that it is an essential business practice
for many companies moving forward. In fact, a recent
Wall Street Journal article cited inclusivity is one of the next
A quick reference big trends. Put simply, the market for people with disabilities
on designing is enormous, underserved, and ripe for innovation and
disruption. Companies that take advantage of this opportunity
for everyone. will not only be seen as doing the right thing, they will also be
making a strategic decision with long-term benefits.
Understanding Disability
To the average person, a disability might seem like a personal
health condition, but the World Health Organization (WHO) does
not define it that way. Disability is simply mismatched human
interaction. It occurs when a product, service, or environment is not
suited to a person’s capabilities.
Disabilities can be divided into four categories:

Accessibility Versus Inclusive Design

Mobility Vision
Let’s start with the fundamentals: What is the difference
between accessiblity and inclusive design?

Accessibility is an attribute of a product, service, environ-

ment, digital media platform, and so on that enables people
living with disabilities to experience those things. It is very
often a checklist rather than something in the DNA of
the design.

Inclusive design is the practice of creating things that are Hearing Neurological
usable by the largest number of people, including those living
with disabilities. The end result can be a hands-free controller
for a videogame, a handbag with a Velcro closure for people with
limited upper body mobility, or a space with lowered countertops
for people who use wheelchairs. Inclusive designs work best
when they are not intended for a specific need, but rather lend
concrete benefits to anyone who uses them.

WUNDERMAN THOMPSON Inclusive Experience Practice 4

Getting Started Three Core Principles of Inclusive Design

So, how do you design inclusively?
On the surface it would seem a
varied and difficult task, with as
many different solutions as there are
disabilities. This is not the case.
The goal of any inclusive design is
to create one product that works for
all. Instead of helping human users to
conform to inflexible systems, we can
make products and services that can
adapt to the capabilities of whoever
needs to use them.
Recognize exclusion. Exclusion occurs when we use our
own biases to solve problems. Inclusion requires us consider the
This expects the widest possible set of capabilities of people who might be using a
customer to adapt to product or service.
a system not made
for them.
Learn from diversity. In designing for people with
disabilities, we need to recognize that a key feature of their daily
lives is adaption. As a result, we do not design for limitations but
rather for people who can adapt to new situations. That way we can
unlock the true potential of the design and the people it is intended
to serve.

Solve for one, extend to many. Inclusive design focuses

We understand this best by looking at
the difference between a handicapped
parking spot and a smart assistant with
a screen. The handicapped parking
spot improves access to an already
existing infrastructure not designed
for people with disabilities. A smart
assistant with a screen can be adapted
on what’s universally important to all humans. If you create
a solution that works well for someone who cannot hear, you might
be surprised to find out that it also increases the productivity and
improves the lives of people who can. A simple example might be
This changes the
system to adapt a self-driving car. A self-driving car would enable a blind person
to people with a to increase her mobility, but it would also likely be safer and more
wide spectrum of
convenient for every human.
capabilities.

to the needs of whoever is using it.

It might enable someone with limited
mobility to turn on lights or someone
with limited vision to hear the news.
But it can also enable a person with
little or no difficulties to do those things
as well.
WUNDERMAN THOMPSON Inclusive Experience Practice 5
Solve for one,
extend to many.
Inclusive design focuses on what’s
universally important to all humans.
If you create a solution that works well
for someone who cannot hear, you
might be surprised to find out that it
also increases the productivity and
improves the lives of people who can.
A simple example might be a self-
driving car. A self-driving car would
enable a blind person to increase her
mobility, but it would also likely be
safer and more convenient for every
human.
The inclusivity pyramid
Target for
The inclusivity pyramid offers a simple way to think about inclusive Specialist
design. When designing for people with disabilities you always want products
to target the users near the top of the pyramid, who account for
25 percent of the population. By creating things that work for them,
you will also be able to cover all additional users, including those
who have little to no difficulties.
In both inclusive design and
Target for development, you want to
Inclusive
Design 25% Severe target the users near the top of
the pyramid that have severe
dificulties difficulties (~25% of the population).
By making that your target, you
will cover all the additional users
with little to no difficulties (~74% of
the population). This is essentially
a ” trickle down” effect for
37% Mild dificulties accessibility. Adaptive technologies
(often called AT) help cover the
severely disabled users at the top
of the pyramid with specialized
products.
16% Minimal dificulties
21% No dificulties
WUNDERMAN THOMPSON Inclusive Experience Practice 6
 STEP 4
Design and Create

Now the rubber hits the road: prototyping digital and physical
solutions. As with any product development process, the goal is
to rapidly iterate towards solutions that work. Some of your
key allies in making inclusive products and services are new
technologies like VR and voice, as well as prosthetics, robots,
Steps to Success
cameras, sensors, and more. But you should also always include
your target audience within the design process.
Building an inclusive organization
does not happen overnight.
The following process is merely a STEP 3
sketch of the steps every company will Aligning Your Organization
need to take in order to put inclusivity
front and center. Your organization Inclusivity is not the job of a discrete team working away in the basement
will likely have its own challenges and somewhere, but a task that your entire organization needs to embrace.
advantages when working towards a One way to create alignment is through inclusive design workshops, in which
more inclusive future. experts and people living with disabilities explain how everyone can help
execute on the strategy.

STEP 2
Experience Strategy and Framework
Customers with different needs will require unique journeys
that reduce friction when interacting with your products or services.
You should then create a new framework that encompasses and
optimize journey for everyone who wants to experience your brand.
This framework then serves as your roadmap for the future.

STEP 1
Inclusivity Audit
Unless you’re designing a new product or service from scratch,
you should start with an accessibility audit. This identifies all of the
touch points and more importantly chokepoints for people trying
to access your offerings.

WUNDERMAN THOMPSON Inclusive Experience Practice 7

“Exclusion and inclusion
are a series of choices
designers make every day.
Period.”
Questions?

—Kat Holmes, author, Mismatched Wunderman Thompson has a one-of-a-kind Inclusive Experience
Practice. If you’re wondering how to create and implement an
inclusive strategy, from inclusivity audits all the way through
our Inclusivity Research Hub resources, we can help.

To learn more, contact Christina Mallon, Global Head of Inclusive

Design and Accessibility:
christina.mallon@wundermanthompson.com

WUNDERMAN THOMPSON Inclusive Experience Practice 8

Pictured (from left): Lolo Spencer, activist/actress; Samantha Payne, co-founder/CCO
of Open Bionics; and Christina Mallon, Global Head of Inclusive Design and Accessibility
at Wunderman Thompson.

WUNDERMAN THOMPSON Inclusive Experience Practice 9

The
Business Case
for Selling You’ll often see a headline for a brand that has created
to PWD
an inclusive initiative for people with disabilities. It
launches with great fanfare, and then, crickets. While
well-intended, one-off projects like that tend to make the
People problem worse rather than better, because they set a
low bar for success and take energy away from the real
With innovation the community needs.
Disabilities
Here’s the way one fashion brand got it right. Two years
ago, an adaptive clothing line that makes dressing easier
for adults with disabilities was launched. The brand
partnered with over 1,500 people with disabilities to ensure
that all customer touchpoints were inclusive. It addressed
not merely the challenges they faced getting dressed, but
also the end-to-end shopping experience, from searching
for products to unboxing them at home. The brand’s site
was accessible; and if you needed to call up customer
service, that was accessible too.
In other words, the brand is not doing this solely for
attention. This is not a PR gimmick. It sees people with
disabilities as a significant customer segment with unmet
needs. And the real question is why everyone else isn’t
following suit.
Christina Mallon
Global Head of Inclusive Design and Accessibility
The business case for designing for and selling to people with
disabilities is surprisingly strong. In the first place, it is a massive
market. If the room you’re in is representative of the world, one
in five of the people you see has a disability. According to one
study, the total disposable income of that community tops $8 trillion
per year. By comparison, the total disposable income of China is
roughly $5.8 trillion.
Based on that alone, going inclusive should be a compelling option.
But people with disabilities are also not islands, and as such they
don’t function as an economy. Rather, almost all of us are closely
linked to someone with a disability. Four out of five Americans have
a loved one with a disability. Almost everyone knows someone with
one, and it’s likely the only minority all of us belong to eventually.
In addition, inclusivity has a knock-on effect with ordinary
consumers. In 2018, the Porter Novelli/Cone Purpose Premium
study found that companies perceived as purpose-driven—including
those with a commitment to inclusive design—have a distinct
advantage in the marketplace. Americans prefer organizations
that are responsible (86 percent) and caring (85 percent) and
were much more likely (88 percent) to buy from a purpose-driven
company.
WUNDERMAN THOMPSON Inclusive Experience Practice 10
 So what do you do if your company sells B2B services and
Inclusivity Is Big Business doesn’t interact with the general public? Should you lean into
inclusivity? Does it even matter?

As a matter fact—not opinion—it does. In America today, we happily

1b $8T #1
face a good jobs market, which puts pressure on companies to find
the talent they need to succeed. Providing an inclusive workplace
is a great way to unlock a talent pool that has been historically
underemployed—and innovative. Many important inventions,
Of the world's Disposable Fastest-growing
particularly around communication, have come from people with
population income minority
disabilities, including email, touchscreens, voice assistants, and
identifies of disabled the typewriter.
as being disabled community
Hiring an inclusive workforce, for what it’s worth, also makes
companies more effective. On average, those committed to social
good see 13 percent increase in employee productivity,

70% 1.7X 4%
a 20 percent increase in revenue, and a 50 percent decrease
in staff turnover.

Of buyers prefer More likely to be ... of businesses actively As a result, brands and businesses need to realize that being
inclusive and creating inclusive products are not merely good things
to buy brands that innovative make their offerings
to do, there is a strong business case for doing them as well. They
are inclusive if your company accessible, providing
enable you to reach a large customer segment, access a hugely
is inclusive a large opportunity underutilized talent pool, and find a much larger group of potential
for future improvement employees and consumers. Inclusivity is not just ethical and moral,
it also drives success. It may be disheartening to some that the real
1. https://www.who.int/en/news-room/fact-sheets/detail/disability-and-health reason a company became inclusive was to compete better in the
2. https://www.disabled-world.com/disability/statistics/
3. https://www.forbes.com/sites/brucelee/2016/11/02/an-overlooked-and-growing-market-people-with-disabilities/#33f8233c2ab0 marketplace, but, all things being equal, money can be a powerful
4. https://www.rod-group.com/content/rod-research/edit-research-2016-annual-repor t-global-economics-disability
5. https://www.agilitypr.com/pr-news/public-relations/millennials-will-spend-big-with-inclusion-conscious-retailers-this-holiday/ incentive to do the right thing.
6. http://www.rod-group.com/content/rod-research/edit-research-2016-annual-repor t-global-economics-disability

WUNDERMAN THOMPSON Inclusive Experience Practice 11

“Imagine the captive opportunity represented
by a community of people who have spent their
lives without companies or brands acknowledging
their existence, much less creating products or
advertising designed by or for them. Imagine that
community’s potential for passionate loyalty to
brands that get this right.”

—Joe Crump, President, Wunderman Thompson New York

WUNDERMAN THOMPSON Inclusive Experience Practice 12

WUNDERMAN THOMPSON Inclusive Experience Practice 13
Unlocking
Accessibility
With Alexa Twenty-four years ago, my son Nolan was born with
a congenital birth defect called arthrogryposis multiplex
congenita. It restricts his ability to move his hands, wrists,
elbows, and shoulders, making it difficult for him to do a
wide range of things most of us take for granted.
When you are gifted a child with a disability, your parental
instincts immediately kick in. You ask what your child will
need to have a career, be independent, and be happy and
successful in life. When he was about a year old, an old
family friend told me, “Adam, technology has advanced so
much, Nolan will be okay. Fifty years ago, it would have
been much harder—now there are things like Velcro.”
While this was reassuring in some ways, it still left the
question of life and a career wide open. Being a software
developer, my initial instinct was to work on ways that I could
teach Nolan to code. It’s a career that requires a sharp mind,
which Nolan has, and not a lot of physical movement. Also,
if he didn’t want to become a coder, a computer would still
likely be his best way to find a good job.
However, most of us use keyboards to interact with a
computer, and Nolan can’t type efficiently. So we needed to
find a way he could quickly convert speech to text, something
that has continuously fueled my interest in the technology–
as well as my own personal research to improve it.
Adam Wolf
Chief Technology Officer, Wunderman Thompson West
Back then, the best software available was Dragon Naturally
Speaking, a speech recognition program that translated voice-to-text
for Microsoft Windows machines. While the tool was very helpful,
it was still underpowered and limited in mobility.
Thankfully, times have changed, and things have come a long way.
Voice recognition has become mainstream in the past few years,
and the quality of the interaction has progressed by leaps and
bounds. Anyone with a smartphone today has access to translation-
to-text and even functional interaction. In addition, devices such
as Echo and Google Home provide easy voice interactivity in
a home environment. While these are not turnkey solutions for
software developers, they are impressive.
A number of brands–such as Zappos, Target, and L’Occitane–
have started exploring ways to make their products and services
more accessible. My recent work in the field has focused on voice
commerce with the Echo Show, a device that features a screen
along with Amazon’s Alexa voice assistant. The project is a part
of a pilot program that creates inclusive designs, which are meant
to make getting dressed easier. The problem, of course, is that
we also need to make shopping for this clothing easy, too. Due
to their disabilities, many people cannot interact with traditional
e-commerce interfaces, and we’ve been exploring ways
to address that.
WUNDERMAN THOMPSON Inclusive Experience Practice 14

To understand the challenge, you have to know a little about
how commerce systems are built. There are two major
types today, which we can call “headless” and “traditional.”
Traditional e-commerce platforms tend to have been built
10 to 15 years ago. Their interfaces are tied quite tightly
to the middleware layer that accesses the core commerce
functionality. In layman’s terms, this creates a rigid system
that makes it difficult to add a non-traditional interface, such
as accessible voice.
The second is an API-led or headless approach. Here, the
user experience is decoupled from the core commerce
functionality, allowing you to plug in an experience layer on
top. Again, in layman’s terms, this does not make it easy to
create voice interaction, but it does make it less complicated,
lower risk, and less expensive. Traditional platforms
sometimes limit companies from investing in accessible
solutions because their starter frameworks have not kept up
with consumer experience needs. Headless ones are much
more amenable since they are typically less cumbersome to
evolve in isolation.
Luckily, the world is going headless. IBM Watson Commerce,
for example, is rapidly moving toward the new API-first
economy, with technical design patterns that focus more
on the customer experience layer. It’s encouraging to see
how this decoupled approach combines with improved
voice recognition to empower those who have trouble with
traditional interfaces.
Examples of voice activaded devices
Like all work in this field, however, this is just the beginning to learn
how to use new voice capabilities to increase accessibility. That
said, we do have some interesting learnings:
Have a backup plan for voice
Natural language processing (NLP), while gaining in sophistication,
is far from perfect. It’s best to have two options for interacting via
voice. For example, you should always assign numbers to actions
as a backup in case the device cannot recognize responses or the
user’s ability to articulate is a limiting factor.
Leverage as many modes of communication as
you can
For example, on the Echo Show, we can show options visually. We
also use voice response and add text prompts to the screen to be
able to address the widest possible audience.
Remember that NLP interfaces are not
turnkey
Users need to set up technology, and that can be a barrier. Many
systems require something other than voice activation to get up
and running. Additionally, the user may need to provide information
about the existing Wi-Fi environment in the physical location where
the tools will be used. Solving these problems is a major challenge
for NLP developers.
Nonetheless, these new capabilities make me incredibly optimistic
for people like Nolan. Natural language processing is not an answer
in itself nor a plug-in solution. People like me have to bring it from a
theoretically interesting technology to one that is working to its full
potential. That is not going to be easy, but thanks to the interest of
different brands, we’re already making progress.
WUNDERMAN THOMPSON Inclusive Experience Practice 15
“The key to inclusive design is working closely
with excluded communities to create better
solutions. Recognize who’s most excluded from
using a solution and then bring them into the
heart of the design process. People who navigate
mismatched interactions every day of their lives
will bring ingenuity and deep expertise in how
to solve those design challenges.”

—Kat Holmes, author, Mismatched

WUNDERMAN THOMPSON Inclusive Experience Practice 16
WUNDERMAN THOMPSON Inclusive Experience Practice 17
Rethinking
Disability
Targeting
Advertising is excluding the
1/5 of the population who has
a disability by failing to create
segments that cater to their
specific user journeys.
Jason Carmel
Chief Data Officer, North America
In a typical week, I receive ads that are relevant to me based found that people with disabilities were present in .06% of ads,
on what I’ve searched for on Google, based on items that despite being 17% of the population at large in the UK. Six out
I’ve viewed on Amazon, based on a database’s specific of 10,000 ads had a person with a visible disability in them.
understanding of my age, geographic location, income, and
family status, and based on my browsing history. If I wanted For an industry that presumes to put the consumer at the center
to, I could target you right now with a digital experience of everything, we are literally excluding the 1/5 of the population
based on the car you currently drive, the beer you likely who has a disability by failing to create segments that cater to their
drink, or whether or not you’ve ever been to Des Moines. specific user journeys. Which begs the question: Do we have an
It is neither difficult nor expensive to do it. We live in the age obligation to ignore known or likely disabilities as we market
of personalization; targeting is the rule, not the exception. to consumers or do we, in fact, have an obligation to actively invoke
that aspect of targeting and personalization?
Unless that is, you are among the 1-in-5 Americans who
have a disability. While there are mechanisms to target
consumers with experiences based on whether they are
physically disabled or mobility impaired, they rarely see use.
On the face of it, that feels appropriate. Indeed, just the
words “targeting by disability” invokes a headspace that is,
best case, reminiscent of grade-school bullying and, worst
case, full-on dystopian. The question implicates strong
reactions, and rightfully so.
On the one hand, medical data, even anonymized or inferred
medical data, is among the most private that exists. Using
that information to market goods and services feels like
a violation of privacy if not simply intuitively gross. On
the other hand, people with disabilities are currently so
marginalized as to be almost non-existent in contemporary
media, including advertising. Data is difficult to come by on
this topic, but one study by Lloyds Banking Group in 2016
WUNDERMAN THOMPSON Inclusive Experience Practice 18

Isn’t targeting based on
medical diagnosis illegal?
If you are a medical caregiver, your
ability to market using data collected
from your patients is likely constrained
by laws such as HIPAA. Outside
of that, there are little more than
recommendations and guidelines.
The NAI Code of Conduct distinguishes
between sensitive and non-sensitive
medical data with respect to ad
targeting but are not exhaustive on
where specific disabilities fall.
HIV status, as one example, is an
explicit example of a condition that
is expressly sensitive and should
not be segmented. Being a partial
amputee, however, is not, and it is
left to the marketer to determine
appropriateness based on a number
of qualifiers, including the prevalence
of the condition in society and whether
an average person would deem the
disability private. It is a thoughtful,
if potentially ambiguous, set of
principles that allows brands to explore
the option to segment in many cases.
Even if legal, targeting for disability in
marketing is inherently too sensitive
Too sensitive for whom? On Facebook, I can target you
based on whether you are pregnant, but not if you’re
wheelchair bound or if you have a child whose upper limb
loss makes tying shoes difficult. The unstated difference
between those scenarios is that the former is historically
heralded by society as a blessing while the latter are
stigmatized as a curse. Any view of a disability as
“too awkward to broach” in the context of advertising
is a problem purely on the part of the advertiser and is
increasingly at odds with how members of the disabled
community have viewed themselves over recent decades.
What if we come off as tone deaf or
inappropriate?
Sending out a frivolous, inauthentic, creepy, or downright
stereotypical targeted ad is a pitfall we face as marketers,
regardless of audience. As for any targeted advertising,
we must ensure that the content provides benefit to the
customer, that we present it appropriately both in form
and context, and that the message is persuasive.
Do you know what the best way to guarantee your content
is appropriate for the disabled community? Hire a diverse
and inclusive marketing team, specifically including
marketers with disabilities, and give them the space to make
the right decisions. Having members of your team who are impacted
by disability will also help prevent the pendulum from swinging
too far in the other direction—targeting disabled consumers so
much that we fail to look at them as anything but the vessels of
their disability. If we target exclusively on whether someone is in
a wheelchair, and not (also) whether they have a family, and take
beach vacations, and like dark chocolate, then we are contributing
to a perpetuation of the stereotype rather than to its solution.
Targeting based on disability may have some real benefits
for the consumer-brand relationship as well. For one, it proves to
the consumer that the company has consumers with disabilities
in mind both when designing products and when considering
motivations for purchase. Rather than displaying a product being
used by a typical model that a person with disabilities could,
with some ingenuity, adapt to serve their own needs, a targeted
ad would demonstrate that the consumer with a disability is the
typical consumer considered at the outset. This inclusivity and
consideration as a primary audience are central to dissolving
our society’s historical focus on people with disabilities as an
“other,” and might even lead the way for other industries, such as
entertainment, to act similarly.
From the people we use in the ads we create to the scenarios we
put those people in to convey a “universal truth,” the advertising
industry has long rested on assumptions that people with
disabilities and those who care for them represent corner cases.
That’s a self-fulfilling prophecy, and one that risks obstructing de-
stigmatization.
To be on the right side of this, advertisers need to include
a more truthful, representative set of targeted user journeys in our
marketing both at a global level and at an individual level. If we
properly and intentionally use the power of targeted marketing on
behalf of our disabled customers, beyond simple color preference
or past purchase, we might drive real value for an audience
we’ve ignored for too long.
WUNDERMAN THOMPSON Inclusive Experience Practice 19
WUNDERMAN THOMPSON Inclusive Experience Practice 20
Other
Stories
Closed Captioning: Inclusive design, when
done well, can benefit all.
Closed captioning was first introduced in the 1970s as a way
to make television content accessible to people who were
deaf and hard of hearing. The first television show that had
closed captioning was The French Chef with Julia Child.
Although it started as a solution for a specific group
of people, closed captioning has allowed anyone to watch
TV in crowded or noisy environments, such as a bar or gym.
In classroom settings, closed captioning has shown
to increase the rate of learning a new language, as well
as assist students with learning disabilities.
Products, services, and brands employing
Universal Design are better, more accessible,
and more appealing not just for PWD but for
everyone.
OXO Good Grips is the quintessential case study for Universal
Design. The company was born in the late 80s when Sam Farber,
the retired founder of Copco (an enameled cookware company),
was watching his wife Betsey peeling apples for a tart. Betsey had
arthritis, so gripping the conventional peeler was laborious and
painful. But her difficulty performing a mundane household task
hatched a priceless epiphany for Farber: kitchen devices should be
as functional as they were comfortable and excellent not just for
cooks with grip issues, but for all cooks.
Farber got to work and his innovative potato peelers debuted in 1990
at $6, compared with about $2 for a typical peeler — but they proved
a massive hit with consumers. And OXO steadily expanded the
principles of Universal Design and minimalist chic throughout every
nook and cranny of the kitchen. And the rest is history.
The moral of the OXO story is clear.
WUNDERMAN THOMPSON Inclusive Experience Practice 21
About Wunderman Thompson

At Wunderman Thompson we exist to inspire growth for ambitious

brands. Part creative agency, part consultancy and part technology
company, our experts provide end-to-end capabilities at a global
scale to deliver inspiration across the entire brand and customer
experience.  

We are 20,000 strong in 90 markets around the world, where our

people bring together creative storytelling, diverse perspectives,
inclusive thinking, and highly specialized vertical capabilities,
to drive growth for our clients. We offer deep expertise across the
entire customer journey, including communications, commerce,
consultancy, CRM, CX, data, production and technology.

For more information contact Christina Mallon, Global Head of

Inclusive Design and Accessibility:
christina.mallon@wundermanthompson.com

WUNDERMAN THOMPSON Inclusive Experience Practice 22