Category Archives: Towards an inclusive world

How are you losing business today by skipping diversity and inclusion in business operations and how to fix it

Photo of a wooden staircase in a bamboo forest by PublicDomainPictures from Pixabay.

(10 min read)

I’ve been beating the drum of the business value of diversity and inclusion (D&I) in tech since 2015. Many moons later, still every time I engage in this discussion with business leaders, they invariably default to either the diversity of their workforce or the McKinsey reports correlating the gender and ethnic makeup of their leadership teams to increased financial returns such as higher earnings before interest and taxes (EBIT).

In my experience, it’s hard to use correlation to convince the skeptics or to support D&I champions. On the flip side, through my professional and personal path, I’ve witnessed innumerable instances where D&I has played a crucial role in the success and failure of initiatives and organizations.

How did I come to witness all that evidence? I’ve been a unicorn all my life. I became an emigrant before I was a year old and I’ve had the opportunity to live in 6 countries and 3 continents. As a woman, my professional path is “atypical” by Anglo-Western standards. I studied engineering and computational chemistry, which are considered typically male occupations. Beyond academia, I’ve worked for chemical and tech companies. I don’t have children. I still remember talking to colleagues in December 2015 about the need to put in place a strategy to retain women in tech as half of the young women who go into tech drop out by the age of 35 [source]. To my surprise, often my puzzled interlocutors would ask me if “diversity and inclusion was an American thing”.

Fortunately, nowadays there is much more awareness about diversity and inclusion in business, including the tech sector. Also, there are some companies that are getting tangible value out of understanding the value of developing solutions for underserved populations. As I’ve written in the past, people with disabilities and their families constitute a market the size of China ($8 trillion/year). Closer to home, the UK’s 12 million people with disabilities have a spending power of £120 billion as per AbilityNet, a British charity focused on the digital inclusion of people with disabilities.  

But how to go beyond preaching to the converted? Moreover, how to engage with organizations that don’t have the budget for a Head of D&I?

What business leaders want to know about the value of D&I

Early June this year, I launched a survey asking business owners, managing directors, CXOs, and board members their top question about the business value of diversity and inclusion. In return for answering the survey, I offered respondents to email them my answer to their question.

I categorized the 50 answers I received into four buckets. Even in such a small sample, still we can trace a roadmap for how organizations approach D&I at workplaces

Continue reading

Women’s battle for fair access to leadership positions in tech

I’m delighted to be featured in the last issue of The Mint Magazine on the digital economy. My first contribution to an economics journal!

In this article (5-min read), I highlight how the pervasiveness of patriarchy, exceptionalism, and meritocracy in the technology sector is at the core of women’s battle for fair access to leadership positions in tech.

I also share how we need to overhaul tech so it moves from extracting to contributing to society and the planet.

What are your views on the topic? How does my story resonate with yours?

Picture of a computer motherboard that illustrates my article Motherboard Matters in The Mint Magazine.

How Sustainability and Diversity Can Boost Company Success

Illustration of hands in different skin tones surrounding the Earth. The image has heart shapes sprinked liberally.

Image by Ray Shrewsberry.

Early this year, I received the following post in my daily digest from the Ada’s List [source], a supportive community of women who work in and around technology.

Over the next few weeks, we’re collaborating with long time Ada’s List partners Bulb for a 3 week blog series – and we need you!  The blog series will be split into the following topics, with all places allocated on a first come, first serve basis:

Growth – All places taken
Branding and Company Values – Places available
Sustainability – Places available

I wrote back

Hi,

I’ll be very interested in talking about embedding diversity and inclusion practices as a part of the sustainability agenda, both footprint and handprint.

Best, Patricia

I was invited to participate in the post. I was very pleased when I received the questions sent by Bulb to guide my contribution. There was one explicitly mentioning diversity and inclusion.

As you’ll read below, I didn’t limit the value of diversity to one answer.

Continue reading

The graduation: My first experiment with future narratives

Green road sing with the text "Welcome to the future".
Image by mykedaigadget from Pixabay.

(9 min read)

The best way to predict the future is to invent it.

Alan Kay

For the last 6 years, I’ve been very vocal about what’s wrong with products, services, and workplaces that exclude users and employees. I’ve designed visual tools, given talks, and created communities to highlight the problems and build a business case for diversity and inclusion. Whilst all those efforts have contributed to increasing awareness about the issues, change has been incremental at best. What’s more, the pandemic is already threatening to reverse any progress made in the last decades.

Exceptional times call for exceptional measures

You never change things by fighting the existing reality. To change something, build a new model that makes the existing model obsolete.

R. Buckminster Fuller

What if instead I’d draw a picture of a better future? The occasion was the final assignment for a creative writing course sponsored by  Arts Council England: A 2,000-word story related to World War II.

Keep reading to discover my assignment, which is now part of the book “VE75 An Anthology of Short Stories” by Trafford Libraries.

Continue reading

Reading as an antidote for indifference and exclusion

Drawing of a white young woman looking through a telescope to a 13 book covers. The books are named in this post.
Figure adapted by Patricia Gestoso from images from Pixabay and Goodreads .

Books are a form of political action. Books are knowledge. Books are reflection. Books change your mind.

Toni Morrison

(5 min read)

In 2018, I discovered that in spite of considering myself a diversity and inclusion evangelist, the books I read were mostly written by white, anglophone, American, and heterosexual men. I was appalled at the homogeneity of the voices to whom I was paying attention. Decided to do something, I began to record not only if I liked a book, but categories such as the gender and ethnicity of the authors, where they were born or their religion.

As a result, in 2019 I read 40 books written by a much broader range of voices. The experience was so energizing, that a year ago I launched the #CuriousMindsDiversePeople2020 challenge [source]. The aim of the challenge was to serve as a quarterly accountability check for the diversity of the voices participants heard in 2020. Subscribers to the email list received quarterly emails reminding them to check the diversity of what and whom they were reading, listening, and watching and sharing with them the list of books I’d read in the previous three months

Continue reading

Unlocking change with ethical and inclusive design

A white male hand holding an open rusty padlock. Photo by Patricia Gestoso©.

A white male hand holding an open rusty padlock. Photo by Patricia Gestoso©.

(9 min read)

I’m not Black on Monday, a woman on Tuesday, and left-handed on Wednesday.

Annie Jean-Baptiste, Head of Product Inclusion at Google

My journey into ethical and inclusive design was prompted by embarrassment, fear, and impatience.

Embarrassment: When in December 2018, six months after launching my website on diversity and inclusion in tech, an expert in disability asked me if it was accessible and pointed me to the post 10 ways to make your blog accessible for people with a visual impairment on the site Life of A Blind Girl . Reading the article was transformative. It made clear to me that, irrespective of my intention — promoting diversity and inclusion — my impact was the opposite: Continue reading

3 things we should unlearn from COVID-19

Finger clicking on a button that has the inscription “31 December 2019”.

Figure adapted by Patricia Gestoso from this image by Gerd Altmann from Pixabay .

(7 min read)

Imagine you go into a one-week change management training with the expectation is that when you are back to work you’ll reassure everybody that there is no need to change. How does that sound?

Actually, this is what’s happening right now. We’ve been in a change management boot camp for 3 months now, at the cost of $2-4 trillion US$ (UNCTAD, Asian Development Bank), but most leaders keep using sentences such as “back to normal” and “resume”, or simply they have gone hiding. Do they really believe we can all go backwards in time to 31 December 2019? Are they lacking the creativity and energy to be the catalyst for a different future miles away from their vision four months ago? Or are they simply patronizing their citizens and employees by thinking that if they keep insisting on going forward to the past, we’ll all close our eyes to our individual and collective experiences during this crisis?

If it’s the latest, it’s not working.

Continue reading

Inclusive leadership in the time of the coronavirus is also worrying about food and toilet paper

Picture of the empty shelves in a supermarket in England. Picture taken on 14th March 2020 by Patricia Gestoso©

Picture of empty shelves in a supermarket in England. Picture taken on 14th March 2020 by Patricia Gestoso ©.

(3 min read)

Last week, I asked a colleague how her recent transition to remote working was going on. Was her internet and VPN working ok? Did she get access to the docking station, screen, and mouse from the office? Was she proactively taking breaks?

Her answers reassured me: Yes, yes, and yes.

She also told me that after finishing her work at 6.00 pm she rushed to the supermarket to only find broccoli and Brussels sprouts. We made fun about how some people rather starve than eat certain food. It also made me realize that I’ve failed as a leader.

The scarcity trap

The picture that accompanies this post it’s how the supermarkets looked like where I live a week ago. It’s how they looked all this week too. And this weekend as well.  Me too, I’ve felt the pain and stress of visiting 3, 4, 5 supermarkets to gather the basic food and toiletries I needed.

Continue reading

The ROI of Inclusive And Ethical Design

A calculator and a pen resting on a paper with some handwritten notes. 

Image by Shutterbug75 from Pixabay.

(5 min)

Interacting with tech products that reject me as a user or provide a subpar experience elicits two very different responses in me.

As a Head of Customer Service with 25+ years’ experience in scientific and engineering software, I’m well aware of the constraints imposed by a finite R&D team and an ever-growing list of customer enhancement requests and bugs to fix. It’s teams like mine that build those lists and provide feedback to the product team on their prioritization. Which features and fixes make it into code depends on a multitude of factors: the difficulty to implement them, their alignment with the vision for the product, and their potential impact on the user experience and expectations. This last criterion is assessed using fictional user personas created by the product team as a representation of the ideal customer. The closer the requester of the feature is to one of the user personas, the higher the chances of implementation into the product. However, if the issue is considered an edge case – not representative of a substantial customer base – then it will mostly get rejected or postponed indefinitely. Every new feature and fix must demonstrate its ROI.

As a woman that cumulates several out-group identities – e.g. non-native English speaker, poor vision – I’m used to the frustrating feedback that my mediocre user experience is deceptively cataloged as an edge case. Why deceptively? The average tech Continue reading

Ditch empathy and embrace curiosity: Be a better manager, improve customer experience, and become a stronger diversity and inclusion ally

Child hand pointing to a blackboard with the words what, where, when, why, how, who.

Image by Gerd Altmann from Pixabay.

The term empathy has been steadily gaining visibility for years. It’s not a hunch; as per Google Trends, its popularity has doubled in the last 10 years. This shift can be explained by empathy expanding from the personal sphere (partner, family, friendship) to the business arena (emotional intelligence, management, customer service, HR, diversity and inclusion). What’s more, empathy appears to be the cure-all for any human interaction mismatch (and for machines too: if only they would have empathy…).

But, is this based on hard evidence or wishful thinking?

I believe that betting on empathy is unlikely to make the positive change in human relationship we are looking for. Continue reading

Disability as an Innovation Driver

Yellow light bulb over physical disability symbols with the caption “disability as an innovation driver”

(5 min read)

The typewriter, internet, closed captioning, text-to-speech, eye gaze.

All those inventions have in common a widespread application and impact. They were also originally created to overcome a limitation imposed by a disability. And there are a lot more, as this article points out.

Surprised? I was. Stereotypes do narrow our thinking.

Myth #1: Disability happens to others.

Continue reading

Want to curb climate change? Empower women

I was not planning to like Moment of Lift (source) by Melinda Gates. Although I was tempted to read it, I always bailed out at the last minute because somehow I thought it would be some kind of 101 Wishful Thinking for Women. When the World Economic Forum Book Club (source) chose it as a May read, I thought it may be a signal. It was.

Continue reading

Women & Money | Shame & Guilt

5 min read

I love the Masters of Scale podcast, hosted by Reid Hoffman, co-founder of LinkedIn and investor at Greylock. What’s not to like about a podcast about innovative business models, that is fun and committed to a 50-50 gender balance for guests? Continue reading

My first LinkedIn Article: Diversity is key to delivering excellent customer support

BIOVIASupport_5KeyAttributestoOutstandingSupport

In my first LinkedIn article, I share 5 key factors to the success of the customer support team I lead. Predictably, diversity of workforce and perspectives is crucial to delivering exceptional customer service. Continue reading

When a Toilet Becomes a Symbol of Exclusion

Photo of a sign with an arrow pointing to the right followed by a transgender symbol at the center and disabled toilet sign.

A toilet sign at the TEDxWomenLondon2018

Toilet /ˈtɔɪlət/

A structure like a seat over a hole where you get rid of waste from your body.

A room in a house or public building that contains a toilet.

Early this month I attended LondonWomen. As per the director and curator of the event – Maryam Pasha – it was 8 years in the making. The stimulating array of speakers showed a labor of love, commitment, and resilience. 

I went to the event to keep up with the state-of-the-art in women’s issues and to network. I did a lot of the first (more at the end of this post), less of the second.

I also had a “toilet” epiphany: Continue reading

Headwinds and tailwinds: A framework to build empathy

HeadwindsTailwinds

Remember last time you were faced with strong winds against you whilst cycling or walking? Probably yes. And tailwinds, i.e. winds that helped you to progress faster? Probably not.

In their scientific article The headwinds/tailwinds asymmetry: An availability bias in assessments of barriers and blessings, Shai Davidai and Thomas Gilovich used headwinds and tailwinds as a metaphor to explain our perception of advantages and disadvantages that we face. Continue reading