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.
Lyna VuongInterior Designer, Margaret Sullivan Studio
Margaret SullivanPrincipal, Margaret Sullivan Studio
Margaret Sullivan is a leader in visioning, programming, and designing innovative cultural centers with a focus on public libraries, theaters, and museums. Collaborating with community leaders and national experts, Margaret positions public institutions to lead the social justice agenda for their communities. She skillfully collaborates with stakeholders and the design team to represent a holistic understanding of the institution’s service model and is a leader in translating community goals into physical spaces.
Roberta PhillipsCEO, Prince George's County Memorial Library
CEO for Prince George’s County Memorial Library System, creating an anti-racist library with a focus on inclusion and social impact for all community members.
Tara Chen SueDesigner, Margaret Sullivan Studio