Assistant Professor Dr Narut reminded the room that LGBTQIA+ people are not one customer profile. Different generations, places and stages of life use different language and encounter different barriers, so a service designed around one imagined user will miss real needs.
He argued for deeper listening and shared data across law, health, education, cities and tourism. Data becomes useful when it changes a decision: why people avoid a service, where a route feels unsafe and whether training actually improves what staff do after they leave the room.
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