Monday March 9, 2020

Improving the mobile customer journey for persons with disabilities

Person looking at mobile phone smiling, light is reflecting on face in dark room

As users of mobile products and services, persons with disabilities experience their mobile phone in different ways to non-disabled users. To ideate solutions that can help close the mobile disability gap and support usage, customer journey mapping is a tool that helps mobile operators to understand the user experience of mobile by customers with disabilities. Understanding the characteristics of the customer journey is fundamental to identify pain points, and to design products and services suitable for the customer’s needs.

We follow a customer journey defined by four stages in the user experience of mobile products and services: awareness, access, ownership and usage. In this video, we describe these stages broadly as experienced by mobile users with disabilities.

Read our case study to learn more about how mobile operators can drive inclusion of persons with disabilities.

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