6 minutes
Who this channel was built for Language, hour, phone tree, and “bring your own cousin” are already a design.
What you’ll be able to do Identify the practical implication of “Who this channel was built for” and apply it to one live DHS decision connected to Language Access as a Design. Compare the responses to this question and explain your choice: What should happen before the work is locked? Document a next step for Who this channel was built for: Choose one live work object, name a change or formal escalation, assign an owner, and set the date the result will be reviewed. Pattern sentence This door was built for someone who can read this English, wait on this hold, and call back at this hour.
It is harder for someone whose primary language is not English, who is Deaf, or who cannot leave a child to sit in a two-hour wait.
“Bring a family member” is a design. CLAS says avoid untrained people and minors.
Your turn Choose one live channel (form, phone, or lobby).
It was built for someone who can ____.
It is harder for someone who ____.
Put this lesson to work What you can change You control whether who this channel was built for changes a live DHS process connected to Language Access as a Design or remains information on a page.
What to watch for The team completes the learning, keeps the same default, assigns no owner, and never checks who carries the burden.
Your next step Choose one live work object, name a change or formal escalation, assign an owner, and set the date the result will be reviewed.
Fictional working example
Compare the work a phone channel asks of a caller These fictional channel descriptions make the assumptions visible. Use them to examine one real form, phone line or lobby process.
A channel with untested assumptions The caller hears instructions only in English, waits on hold and is told to call again during a narrow time window.
Examine this part This design assumes the caller can use the language, stay connected and return during that window. Describe those demands before guessing who can meet them.
A channel to test with people who use it The team checks language needs, explains available ways to receive support and agrees on a workable next contact.
Examine this part Confirm what the channel can actually provide and who will follow through. Test whether the arrangement works; a promise or translated prompt alone is not evidence.
Try it with the work Name one demand your chosen channel places on a person. What would you ask someone who uses it, and what could your team still change?
Complete the lesson's pattern sentence with the channel's actual demands, then record one change to test.
Carry this forward Language, hour, phone tree, and “bring your own cousin” are already a design.
You control whether who this channel was built for changes a live DHS process connected to Language Access as a Design or remains information on a page.
Choose one live work object, name a change or formal escalation, assign an owner, and set the date the result will be reviewed.
Completion is shown by a scenario decision and a saved one-minute commitment.
Choose one live work object, name a change or formal escalation, assign an owner, and set the date the result will be reviewed.
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