Often in our work, we encounter resistance due to the belief that DEI activities only benefit selected groups.
In the case of HR processes – such as recruitment, promotion, or feedback processes – striving to make them fair, inclusive, or transparent is sometimes perceived as an activity that is meant to give an advantage to certain people (e.g., women).
So how do we design activities that are fair and effective, while not creating solutions that may be perceived as favoring selected people? How do you mitigate the risk of potential inequalities in your organization? Our answer is Universal Design (UD).

What is Universal Design all about?

It’s an approach to designing products, processes and services so that they are accessible and usable by the widest possible range of people – regardless of age, ability, experience or other characteristics. It means designing with everyone in mind, not just the “average” user. It’s an approach that involves moving away from responding to inequalities only after they have occurred and focusing on creating processes that are as accessible, transparent and usable as possible for different people from the outset.

To design universally, we must first understand the diverse needs and barriers that different people may face.

In practice, this means taking the perspective of the various people who will use them. These include:

  • Analyzing entire paths of employee and candidate experience to identify moments where barriers or ambiguities may arise,

  • Asking questions about who might have difficulty with a solution and why, before the process is implemented,

  • Checking that communications, information and criteria are unambiguous and understandable to different people,

  • Identifying elements of policies, forms and procedures that may be illegible, overly complex or require “reading between the lines.”

Only then are we able to consciously design processes, programs and work environments – to make them more equitable, efficient and accessible to all.

Why does Universal Design work better than “customizations”?

In a purely individual-adjustment approach, action is often taken only after someone signals that the process presents specific barriers or challenges. In practice, this leads to the creation of exceptions, workarounds or additional solutions for selected individuals. While such actions are sometimes necessary, they can reinforce the perception that the organization is “doing something special only for some. “In a purely individual-adjustment approach, actions are often taken only when someone signals that the process presents them with specific barriers or challenges. In practice, this leads to the creation of exceptions, workarounds or additional solutions for selected individuals. While such actions are sometimes necessary, they can reinforce the perception that the organization is “doing something special only for some.”

Universal Design works differently. It assumes that diversity of needs is natural, not an exception to the rule. That’s why we already take into account different ways of functioning, communication and decision-making at the process design stage.

Who benefits from Universal Design?

Universal Design benefits everyone. Transparent, inclusive and accessible processes are good for the entire organization – regardless of age, experience, work style or individual needs.

Well-designed processes make it easier to understand expectations, make decisions and build trust. They reduce uncertainty, reduce the risk of mistakes and foster a sense of fairness. As a result, organizations run more efficiently, teams are more engaged, and employees feel that they are operating in an environment that was designed with all of them in mind.

Universal Design in Practice

In practice, we use the seven principles of Universal Design, which provide a framework to help assess whether processes and solutions address the identified barriers and needs of different people*.

  • Equal access to use

    Is the process designed so that all people can use it on the same basis, without having to disclose their needs or ask for exceptions?

  • Flexibility in use

    Does the solution allow for different ways of doing things, work rates and communication styles, rather than assuming one “right” way?

  • Simplicity and intuitiveness

    Is the process understandable without further explanation, regardless of previous experience or knowledge of “organizational codes”?

  • Clear communication of information

    Is key information, criteria and expectations communicated clearly and in a way that is accessible to different people?

  • Error Tolerance

    Does the process minimize the risk of mistakes and their negative consequences, instead of punishing them?

  • Low effort

    Does participation in the process require excessive cognitive, emotional or organizational effort?

  • Appropriate space and conditions for participation

    Do the conditions for participation in the process take into account the different abilities and limitations of the people who use it?

Examples of Universal Design in HR processes

Below you will find some examples of how we at Diversity Hub use the Universal Design approach in our work with organizations. They show how we identify barriers and challenges in HR processes and support teams to build more equitable, transparent and accessible solutions.

  • Recruitment

    In recruitment projects, we start by analyzing job advertisements and the entire application process. We check whether the language of the ads is simple and understandable, whether the requirements are clearly defined, and whether the responsibilities leave no room for guesswork.

    We also look at recruitment criteria: we identify those that may not have a real impact on the performance of the job, while at the same time may be a barrier for some candidates.

    We analyze the conduct of recruitment interviews, noting whether all individuals are evaluated according to the same questions and criteria, or whether the process leaves room for subjective interpretations and unequal treatment.

    Effect:
    Organizations become more aware of potential barriers to recruitment, and candidates better understand the expectations and rules of the process. Recruitment decisions become more transparent and easier to justify.

  • Feedback and employee evaluations

    When working with organizations on feedback processes, we analyze the evaluation criteria and how they are communicated. We verify that they are clear, consistent and known in advance to all employees.

    We look at evaluation forms and feedback questions, identifying where there may be ambiguity, excessive discretion or stress due to the unpredictability of the conversation.

    We also pay attention to whether individuals have the opportunity to adequately prepare for feedback conversations and whether the process favors those who are better at informal communication.

    The result:
    A greater sense of security and predictability in the process, less stress, and more constructive development conversations from both employee and managerial perspectives.

  • Promotions and development

    In the area of promotions and development, we analyze career paths and access to information about development opportunities. We verify that the competencies required at each level are clearly described and that promotion decisions are based on consistent criteria.
    We identify situations where a lack of transparent rules can lead to informal decisions, guesswork or a sense of lack of influence over one’s own professional development.

    We are also looking at whether all people have equal access to information about development opportunities, or whether some of the knowledge operates only in informal circulation.

    Effect:
    Reduced arbitrary decisions, greater confidence in the organization, and a stronger sense of agency and influence over one’s own career path.

If in your organization you want to look at HR processes and see how transparent, inclusive and accessible they are to everyone – we will be happy to help.

We support organizations in process design and improvement through audits, analysis of existing solutions and joint development of the best, tailored solutions to real needs. We work on the basis of Universal Design, so that the processes created are not only fairer, but also more effective and easier to use on a daily basis.

We invite you to contact us and talk about how we can support your organization.

 

*based on the 7 principles of universal design: https://universaldesign.ie/about-universal-design/the-7-principles

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