OCAD U alum leading global accessibility efforts for Walmart

OCAD University graduate Keshia Godin is using her extensive knowledge and skills in inclusive design to create a more accessible experience for people who shop at Walmart.

“Accessibility has truly transformed our business in the best ways,” says Godin. “The desire for Walmart to be more inclusive–in our spaces, products and services–really stands out to me. Our associates, customers and members are responding with a passion for being what Walmart calls ‘Belonging.’ Our business has changed, in the way think and all the ways we engage with others–either for employment, or weekly groceries.”

After graduating from OCAD U with a Master of Design in Inclusive Design in 2017, Godin became Accessibility Program Manager for Walmart Canada eCommerce in 2018. Her next role at Walmart was as an Accessibility Program Lead for Walmart International User Experience within Walmart International Global Technology. Then in 2022, she joined the Global Office of Walmart Belonging, where she is now a Senior Manager of Accessibility in the Accessibility Center of Excellence, a part of Walmart Inc., and a one-of-a-kind role.

Now six years into her career in accessibility at Walmart, Godin has a lot to show for her work as an inclusive designer, including her leadership and involvement in significant initiatives that have changed the customer experience in Walmart offices and stores around the world.

“When the Accessibility Center of Excellence was formed, I was invited to join as a founding team member and expand my focus from digital accessibility to embrace omni-channel technology and innovation,” she says. “Meaning, technology that touches all parts of our business, including innovations that can happen in stores.

“I lead store and corporate-level accessibility projects and initiatives for both in-store and online efforts and build relationships across our organization to advance these initiatives across our global markets utilizing my experience and expertise within Walmart Canada, Walmart International, Walmart US and Walmart Inc.,” she explains.

INCREASING ACCESSIBILITY IN STORE AND ONLINE

Godin notes that she has introduced inclusive design principles into strategic business planning, partnering with leaders in technology, research, policy and associate learning teams.

“I use inclusive design to deconstruct our retail goals and generate more inclusive outcomes to set my peers and leaders up for success,” she says.

Among her accomplishments are co-designing Walmart Canada’s Customer Accessibility Policy, which covers all aspects of providing a safe, convenient and dignified shopping experience for its customers with disabilities. The policy outlines that all stores are wheelchair accessible, permit service animals and support persons, and more.

She is currently leading the development of Walmart Inc.’s Global Accessibility and Inclusive Design Strategy and developed Walmart’s first disability-focused digital user experience research workstream.

She has also developed and led Walmart’s first Global Accessibility Training pilot program. And currently serves as the lead on Walmart Inc.’s accessibility training strategy.

Additionally, she spearheaded the development of Walmart.com’s first disability product focused category, Adaptive at Walmart on the US eCommerce website.

Left to right: colleagues Gayatri Agnew, Keshia Godin and Maria Baez de Hicks at Walmart's inaugural accessibility summit in September 2023.

Godin also led Walmart’s first accessibility summit in September 2023, and is planning for the second summit, aligned with International Persons with Disabilities Day on December 2, 2024.

“Since our first summit, the shared ideas, resources and support have resulted in the sensory friendly hours expansion into Walmart Canada,” says Godin. “We’ve seen more associates hired with dedicated portfolios on disability inclusion and accessibility, and have seen greater collaborations across the enterprise, and across borders, so that we can move forward together.”

CHAMPIONING INCLUSIVE DESIGN AT BIG BOX STORES

Left to right: Keshia Godin and Dr. Jutta Treviranus.

Godin is leading the way in global accessibility efforts for Walmart, in a time when big box stores are acknowledging the importance of inclusive design for all.

“Big box stores are recognizing the innovation and business value of designing with diverse people who have faced customer experience barriers,” says Dr. Jutta Treviranus, Director, Inclusive Design Research Centre (IDRC) and a professor in the Faculty of Design, at OCAD U. Dr. Treviranus founded the Inclusive Design program that Godin attended at OCAD U.

“This is evident in the web sites, range of products, customer supports, and for some, in their recruitment and hiring practices.”

Last year, Dr. Treviranus was appointed Chair of the standards committee to develop a standard on “Accessible and Equitable Artificial Intelligence Systems” for Accessibility Standards Canada and the Accessible Canada Act. She received the Diversity, Equity and Inclusion (DEI) AI Leader of the Year Award at the Women in AI (WAI) Awards North America in 2022, and is renowned for her work in accessibility over the past 40 years.

“Inclusive design leads to greater adaptability and longevity,” continues Dr. Treviranus. “By designing for people who have been previously marginalized, you improve the experience for everyone, find innovation that gives you a competitive advantage, and are able to detect the weak signals of potential issues so you can respond proactively. The retail space is changing rapidly, and stores need to be adaptive and flexible, now more than ever.”

In response to the growing need for more inclusive shopping experiences at big box stores, Godin notes that Walmart is making major investments in accessibility and continuing to expand its accessibility programs and initiatives worldwide.

“I’m proud to be part of the team at the leading-edge, driving support and enterprise-wide expansion,” says Godin.

“The world is changing, not only because of greater technological integration into our daily activities, but our human population is aging,” she continues. “With this population, we will have a greater need for more inclusive spaces, products and services. While accommodating, more inclusive spaces have not been a global priority.”

“As a disabled person myself, I am aware of more public discussions about disability, more curiosity, and a greater interest in innovating with new, emerging and inclusive technologies,” Godin says. “As a retailer, Walmart has stepped up to support this need.”