Summary
Accessibility is an essential aspect of inclusive design that considers the diverse needs of all people, including those with disabilities. Yet, accessibility is often treated as an afterthought, a task to check off, rather than as a process that’s integral to the experience. This session will guide you in moving beyond "fixing problems" to developing thoughtful, sustainable design practices that address and reduce barriers. Discover how building accessible processes that capture dynamic user needs make service design more inclusive and valuable for everyone.
Key Insights
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The social model of disability sees disabling barriers in systems, not defects in people, shifting responsibility to designers.
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Requiring photo ID uploads disables not just blind users but also those without cameras, passports, or sufficient data access.
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Phone-only account recovery disables deaf, speech-impaired, non-English speakers, socially anxious users, and those without phone access.
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Complex password rules disproportionately disable users with cognitive challenges and those overwhelmed by password management.
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Early consideration of accessibility drastically reduces cost and complexity of solutions and improves user satisfaction.
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Providing alternative methods like third-party login or in-person assistance can mitigate barriers if designed proactively.
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Accessibility solutions for edge cases often solve broader usability problems, benefiting many users beyond those with disabilities.
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Holistic service design must integrate digital and physical touchpoints, avoiding fragmented, inaccessible user experiences.
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Misconceptions that accessible experiences are unattractive or too complex to build discourage inclusive design efforts.
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Future accessibility challenges will focus more on service design and data in AI systems rather than on testing static code.
Notable Quotes
"People are disabled by environments, processes, or systems, not by their own bodies or minds."
"When you design for the edges, you get the middle for free."
"Disability isn’t a problem with a person; it’s something that happens when we fail to enable them."
"If you think IE identity verification is necessary, ask why and if you really have to do it."
"The later you consider accessibility, the more complicated and costly the solutions become."
"Accessible experiences are for everyone; they make things better for all users."
"Complexity is not a barrier to accessibility – even the most complicated games have been made accessible."
"We need to stop treating digital and physical services as separate—they’re one holistic experience."
"As we age, we all face some cognitive or physical challenges. Accessibility helps our future selves."
"AI isn’t naturally testable like traditional code, so service design will become even more important."
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