You can't design for inclusion without experiencing exclusion.
The Resilient Design Consultation is a paid, immersive service built to uncover the invisible friction in your customer journey before your customers do.
This is not a checklist or a surface-level accessibility scan. This is a lived, full-sensory evaluation of what it actually feels like to interact with your organization through the lens of people who don’t fit neatly into the mold.
Led by Bridget McDermid an inclusion strategist and neurodivergent advocate, this service puts your customer-facing operations to the test, identifying where people may be unintentionally excluded due to sensory, cognitive, communication, or emotional access barriers.
We become your customer.
We experience your world.
Then we show you how to make it better.
What This Is
The Resilient Design Consultation is a secret shopper-inspired evaluation grounded in inclusion, accessibility, and equity. It's designed for organizations that want to remove hidden barriers in their customer experience and build operations that reflect the diversity of the people they serve.
You invite us to participate in a real-world experience you offer whether digital, physical, or hybrid. We go through it authentically, with real needs, reactions, and challenges, and then deliver a comprehensive report on how inclusive, clear, and supportive the experience actually is.
Why You Need This
Most organizations are not intentionally excluding people but they are unintentionally designing for the average. And in doing so, they risk:
Missed revenue opportunities
Poor customer retention
Damaging online reviews
Frustrated employees managing downstream impact
Who This Is For
This service is built for organizations that interact with the public and care deeply about experience but may not fully see the access barriers built into their systems.
We specialize in evaluating:
Travel and tourism experiences
Family destinations and public programs
Customer service and live support journeys
Customer services and onboarding
Digital platforms and online transactions
This is a lived-experience approach. You cover the cost of the experience for our participation, and we provide deep, real-time, emotional and operational insights that improve your design and bottom line.
Discovery & Intake
We start with a strategy session to understand your values, goals, customer segments, and the experience you'd like us to audit.
Experience Definition
Together, we define a real customer journey for us to participate in whether that’s a family visit, a customer portal interaction, a support call, or an in-person event.
Immersive Evaluation
We complete the experience authentically as a people with disabilities, navigating your environment with our real needs and barriers.
Insight & Recommendations Report
You receive a detailed report highlighting moments of exclusion or confusion, emotional, sensory, or communication triggers, opportunities for improvement, high-impact, low cost, inclusive design strategies.
The Value of Lived Experience
What sets this apart is that it’s real. We don't simulate challenges. We live them. And that authenticity is what gives our recommendations weight.
Your team will walk away with not just a list of improvements but a deeper understanding of who you may be unintentionally excluding, and how to shift from reactive to resilient design.
This is how you build loyalty. This is how you lead.
Ready to Experience What Inclusion Really Feels Like?
This is a paid, premium consultation service designed to transform your customer experience and business outcomes. Spots are limited each quarter to ensure depth and quality.
Reach out today to request a quote and secure your consultation.
Start the conversation by emailing bridget@TheResiliencyofMe.ca or using our collaborate form.
Design better. Include more. Grow smarter.
Let’s build experiences that make everyone feel like they belong.
Let’s build experiences that make everyone feel like they belong.
