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The importance of trust in innovation

Why does trust matter in innovation? Watch this video to find out.
6.4
<v ->I think with some groups</v> we have been saying the same thing over and over and over again, but no one’s listening. And then someone comes along and says I’m going to listen to you. Then they say the same thing over and over again and then no one’s listening. And I think those groups eventually become very frustrated.
23.8
If I speak to my Gran, my Gran I’m sure could give some examples of when she fought for certain rights for Black people when when she first came from the Caribbean, but then to see also her grandchildren or even her children, my dad, be stopped by police, for example, is another example of maybe the work in which my Gran did all those years ago just hasn’t been listened to. And I think last year, obviously what happened with George Floyd and then the Black Lives Matter protests and so on in the UK, is a good example of collectively a voice of many people talking about this as an issue.
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Now, the question is, what are the politicians going to do about it? What are the police going to do about it? What are we as individuals going to do about it? And I think the reason why there’s mistrust is that sometimes that trust is broken and that trust is broken because when we do say we’re going to do something that something isn’t followed through. And I think the leaders and individuals, which follow through on things are the ones which are trusted to deliver. And I think that’s a really important part When we talk about diversity and innovation. When you engage with certain groups, you’ve just got to make sure that you follow through on that.
104.1
I don’t have half a phone, I have a complete phone because when the product cycle started from design all the way through to it’s completion there was a real need to make sure the product is complete. I think when we engage with certain groups and stakeholders I think that same mindset needs to be put in place. That process never stops. It’s a continuous thing. And those groups should always be listened to.
127.4
<v ->Some of the work we’re doing right now,</v> which is related to improving access to knowledge of COVID-19 is focused at Black communities across London because globally, in The States, and also here in the UK there’s this high level information, which talks about you know, Black people don’t take the vaccine or they’re hesitant around the vaccine. We’re working with Impact on Urban Health. And, you know, one of the key things they did was that they they announced this project publicly, they connected with Black owned or Black led organisations to lead out this project. And one of the key things they did acknowledge was, you know over the years there’s been this lack of trust in the health care system.
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Having gone deeper to understand that this reflects how some Black folks will feel about the health care system. Some of them have had bad experiences or their parents or their parents’ parents have had bad experiences. And that’s kind of maybe determined the whole approach or a lack of trusting government. So much factors which creates or facilitates this hesitancy in the community. But I can’t build a product that’s going to fix that issue. You know, I can’t build a service that’s going to fix that. You know, because this is human issues. The health care service are made up of human beings.
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They’re made up of people, you know it’s the person, it’s the doctor who didn’t take into consideration someone’s opinion that affected them down the line. It’s, you know, the nurse or this person or the receptionist, or, you know all of these different things make up the service. You know, people have been screaming about their feelings for years because of the experiences they’ve had and what people want to feel, It’s not a new technology solution to express how their problems should be, they just want to feel like they’re being cared for. And one of the things we’re really interested in this project is, how do we understand the stories, the perspectives of the community?
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How do we also create tools, services, whatever is needed in order to help improve access to information but not for it to be, you must take the vaccine but we’ve tried to give you more information that hopefully should give you an educated view an educated perspective
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that would allow you to sort of be more informed. And then you could either make this decision. I’m going to take the vaccine, or I’m not going to take the vaccine
“People have been screaming about their feelings for years because of the experiences they’ve had, and what people want to feel is not a new technology solution; they just want to feel like they’re being cared for” – Alex

In this video, Nathan and Alex talk about the role of trust in tackling social issues and supporting innovation. Nathan shares how frustrating it can be for communities when they are not being heard, and nothing is being done to address inequality, especially when their families fought for certain rights over generations. He explains that leaders who follow through on their commitments gain trust, but this needs to happen over time and be an ongoing focus.

Alex discusses his work at Comuzi on improving access to information on Covid-19 for Black communities in the UK. He shares that a lack of trust in the healthcare system has also built over generations and that you can’t build a quick fix product or service to regain that trust.

How did you feel watching this video? How do you think trust plays a role in the ways you engage with products and services? Share your thoughts in the comments below, and take a moment to read and respond to your fellow learners.

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