Liz Williams leads British Telecom’s social responsibility and consumer affairs agenda and is based in London. She is responsible for championing consumer issues including BT’s approach to customer inclusion, specifically ensuring that the needs of older and disabled customers are an active part of BT’s strategy.

BT’s award-winning big button phone is often referenced as an inclusive design case study, but the company’s approach goes much deeper into their product and service design process. There is a commitment to designing from the perspective of those that need most assistance and the impact such an approach can have on the experience of all consumers and the company’s bottom line.

Liz is a strong advocate of the benefit inclusive design can bring for all consumers, across all business processes not just physical products. She is a champion of the BT commissioned Inclusive Design Toolkit. This freely available resource aims to answer three critical questions; what is inclusive design, why bother and how can it be implemented?

Read more about BT’s customer inclusion strategy and the Inclusive Design Toolkit

Liz Williams, Head of social responsibility and consumer affairs
BT Group PLC, London

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