Accessible service design

Three masked disabled people of color chat while strolling through an outdoor courtyard. On the left, an Indigenous woman wears glasses, wrist support braces, and waist trainers paired with a off-shoulder top and wide leg pants. In the middle, a Black non-binary woman walks with a rollator and wears waist trainers with ice pack inserts over their rainbow striped dress. On the right, a Latinx non-binary person walks while using a teal functional grip cane.

At the provincial and federal levels, accessible service delivery standards are requiring organizations to examine the barriers built into their client services. To make the most effective changes, you need to unpack the hidden demands and expectations built into your services that can prevent clients with disabilities from accessing them.

Our accessible service delivery framework guides you to build flexibility into your services. This reduces barriers and builds trust with customers while ensuring you meet legal and social responsibilities. We provide hands-on support with accessible service design, whether you’re launching a new service or improving an existing one.

Here’s what to expect:

  • We begin with a discovery session to learn about your current services and processes.
  • We build your team’s understanding of accessible service delivery through training and resources.
  • We use our framework and guide you through a four-step process to map your services from the user’s perspective.
  • We help you use this insight to design and deliver more accessible services.
  • We can also lead an audit of your existing services or facilitate co-design workshops to build your team’s capacity to design new services that are accessible from the start.

We’ve been working together with KPU since 2023, starting with our foundations of accessibility training and then narrowing in on accessible service delivery. Recently, the Untapped team finished a project with Kwantlen Polytechnic University (KPU) on just that: expanding the accessibility of their Student Affairs service delivery practices. Read the case study about redesigning student services with accessibility in mind.

Partnering with the team at Untapped has been incredibly rewarding. Their depth of expertise, combined with a genuine commitment to understanding and addressing our specific organizational needs, made a real difference.

At every step, the team at Untapped were thoughtful, responsive, and solutions-focused, while also challenging us to think more deeply about how we support our students and helping us to become more skilled at identifying and addressing the barriers they face. I truly believe our collaboration was not only impactful but also a highly valuable use of our time.“

– Joshua Mitchell, AVP Student Affairs, KPU

Get in touch to discuss how we can help your organization.

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