Invisible barriers: Why accessible service design can’t be an afterthought

Key Insights

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  Disability is better understood through the social model, focusing on changing environments and systems rather than 'fixing' people.

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  Designs that require photographic ID exclude people without cameras, passports, or sufficient data, creating invisible barriers.

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  Account lockout processes relying solely on phone calls exclude deaf, hard-of-hearing, non-verbal, socially anxious, or non-US users.

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  Complex password rules disproportionately disable people with cognitive challenges and those managing multiple passwords.

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  Early accessibility inclusion in service design drastically reduces development costs and complexity.

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  Providing multiple accessible alternatives (e.g., third-party login, in-person verification, chat support) broadens inclusion.

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  Designing for the edge cases of accessibility benefits a much larger population, solving diverse user challenges.

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  Holistic service design must treat digital and physical services as integrated rather than separate products.

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  Contrary to misconceptions, complex and technical products can be fully accessible with modern assistive technologies.

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  The rise of AI makes service design more critical than code testing, requiring inclusive data and process design.

Notable Quotes