The Neurodiversity Gap in Experience Design
Presented by Mariana De Marchi, CCXP
Traditional customer experience frameworks, personas, journey maps, and other design tools can overlook customers with invisible disabilities, including the growing number of adults—and especially women—diagnosed as neurodivergent later in life. As neurodivergence becomes more widely recognized, organizations have an opportunity to design experiences that more accurately reflect the full spectrum of customer needs.
In this session from CX Leaders Advance, Mariana De Marchi, CCXP, challenges CX leaders to reconsider the assumptions shaping their journey maps, personas, processes, and service standards. She explores how cognitive diversity can influence the ways customers interpret information, make decisions, manage complexity, navigate friction, and perceive their interactions with an organization.
Through current data and real-world examples, you'll uncover where experience design may unintentionally create barriers—and how to build more inclusive, flexible, and human-centered journeys.
In this course, you'll learn:
- How traditional CX tools and practices can overlook neurodivergent customers
- How cognitive diversity can affect customers' interpretation, decision-making, and emotional responses
- Where personas, journey maps, processes, and service standards may unintentionally create barriers
- How to challenge common assumptions embedded in experience design
- Practical approaches for creating more inclusive, flexible, and human-centered customer journeys
Whether you're developing personas, mapping customer journeys, improving processes, or setting service standards, this session will help you recognize overlooked barriers and design experiences that better reflect the diversity of the customers you serve.
CXPA members can access this course at no cost by signing in. Non-members can join CXPA to receive access or purchase the course individually.
This webinar is eligible for 1 CCXP recertification credit.