The Journey To Include People With Disabilities In Research
summary
Hilton builds a repeatable inclusive research program: a pilot with an accessibility agency reveals screen-reader and booking-flow failures (call-center agent cannot complete tasks, service-animal checkin adds friction), produces personas and stakeholder-observed sessions that drive buy-in, and creates a recruitment panel (now over 100, aiming for panel of 100, target 500) with a formal rule to include 20% participation from people with disabilities; analytics show accessible-room shoppers are 5x more likely to book, proving business impact.
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chapters (9)
- 0:00Introduction and team introduction
- 1:10Level setting on accessibility
- 6:53Why Hilton invests in accessibility
- 12:42User research team structure
- 16:14Starting inclusive research journey
- 18:00Case studies and insights
- 21:09Building the research framework
- 27:58Formalizing the program
- 31:17Q&A session
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