And personally I've helped to either put companies online, transform their business models to the always-on world or improve their digital proposition.
But through all of this we really need to occasionally take a step back and consider those prospects or existing customers who are:
- Not able to get access online
E.g. because their internet service is not working or even not good enough
- Not able to fully use the service
E.g. for those who have accessibility needs beyond those met by WCAG compliance (or at least beyond the basic compliance level that is typically aimed for by most websites)
- Not their preference or natural choice
E.g. those who have never used online technologies or feel confused and even frightened by the concept of using something as simple as a browser interface
So when transforming the user experience and building other interactions whilst sitting in your 'cross-functional' agile teams of user experience, product managers, designers, developers, testers and content specialists... take a moment to consider those who are not digitally enabled and how they might get on.