Key Insights

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  One in four people in the US have a disability, representing a large and often overlooked market segment.

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  Disability exists on a spectrum including temporary and situational disabilities, not as a binary condition.

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  Designing for the 'average' user results in products that fit no one well, as shown by the US Air Force cockpit example.

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  Inclusive design that starts from the edges unlocks innovation benefiting all users.

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  Many innovations, such as the typewriter and audiobooks, were originally developed to meet accessibility needs.

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  Inclusive tools and processes reduce the need for costly accommodations and extra employee support.

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  Service designers are uniquely positioned to lead accessibility initiatives because of their role in creating workflows and managing change.

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  Training AI on existing data risks perpetuating past biases and limits innovation unless inclusive design data is used.

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  Legal compliance is easier and more effective when accessibility is integrated throughout design, not treated as an afterthought.

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  Effective inclusive design requires aligning cross-functional teams via accessible tooling and shared communication practices.

Notable Quotes