Developing inclusive design expertise within a client/consultancy relationship

TheAlloy have been working together with British Telecom (BT), as their product design consultants, for over ten years. During that time BT have undergone a key transformation which has had a profound impact on their design focus. This transformation has seen BT actively embrace inclusive design as a core driver for their business objectives. As part of that journey, TheAlloy have in turn developed core competencies which have not only supported BT's transition, but impacted the consultancy's ability to offer these services to other clients. This paper reflects on the development of that relationship and those competencies through a series of project case studies.