Policy : Inclusive Discovery

Commitment to Diversity of Thought
We believe that the best products are shaped when discovery includes a wide range of perspectives and experiences. By involving diverse voices—customers, stakeholders, and cross-functional team members—we uncover richer insights, challenge biases, and design solutions that are more inclusive and equitable. Inclusive discovery ensures that the products we create reflect the needs of all, not just a few.

What This Means
Inclusion is not optional in discovery—it is a deliberate and structured practice. We expect teams to actively involve different viewpoints throughout the discovery process and to create safe spaces where all contributions are heard and valued.

Our commitment to inclusive discovery is built on:

• Customer Diversity – Engaging with a wide spectrum of users to understand varied needs, contexts, and lived experiences.
• Cross-Disciplinary Collaboration – Bringing product, design, engineering, data, and business voices together to shape understanding.
• Bias Awareness – Recognising and challenging our assumptions to ensure insights are not skewed by narrow perspectives.
• Accessibility in Research – Designing discovery activities that are open and accessible to all participants.
• Equitable Decision-Making – Ensuring that insights from diverse groups are weighted fairly in shaping product direction.

Why This Matters
When discovery is limited to a narrow group, blind spots emerge, and products risk excluding or underserving key segments. This not only reduces impact but can also create reputational and ethical risks. By embedding inclusivity into discovery, we generate better ideas, create more equitable products, and strengthen trust with the people we serve.

Our Expectation
All product teams must commit to inclusive discovery. Teams are expected to seek out diverse perspectives, remove barriers to participation, and integrate inclusive practices into how they learn and design.

To support this policy, guidance and resources will be provided to help teams build inclusive practices into research and collaboration. By practising inclusive discovery, we unlock Better Value Sooner Safer Happier, ensuring that our products deliver fair and meaningful outcomes for all.

This policy establishes a culture of inclusive learning while empowering teams to design products that serve a diverse and evolving customer base.