Diversity, Equity, and Inclusion in Action: Creating Customer Journeys to Generate Equitable Communities – How to Use Asset Framing to Design Experiences for Social Impact

Librarians have an opportunity to model best practices in equitable customer experience at every touchpoint. Defining communities in general terms such as “at risk” often perpetuates systematic racism and biases that we are working to liberate. Philanthropic leaders are reframing the language and approach, by defining people by their aspirations and contributions before noting their challenges. This approach, called “Asset Framing” makes it much clearer to understand the systemic causes behind their struggles. In this poster session “drop-in” workshop, participants will create customer journeys using the Asset Framing “Framework,” “All-People Statements,” and “The 5 Why’s” to generate an equitable experience vision based on an individual’s aspirations. They will then assess the root systemic causes creating barriers to individual achievement. Participants will be given a toolkit to apply these principles in their daily work.

The event is finished.


Oct 09 2021


12:30 pm - 1:30 pm