Online Shopping: Designing an Accessible Experience
Summary
Key Insights
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Consistency in layout and interaction reduces cognitive load for all users, especially those with disabilities.
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Convenience features like browser autofill significantly ease form completion for users with physical disabilities.
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Confidence in secure, predictable checkout processes is critical to prevent users with disabilities from abandoning purchases.
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Customization allows users to tailor experiences to their unique disability needs, improving accessibility.
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Offering multiple payment providers increases accessibility by providing alternatives if one option is unusable.
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Timed session interactions should allow extensions to avoid penalizing users who need more time, supporting accessibility and security simultaneously.
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Accessible experiences designed for edge cases end up benefiting all users, enhancing overall user satisfaction.
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Automated accessibility testing tools identify code issues but cannot fully capture real-world user experience problems.
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Involving people with disabilities across all stages of design and development is key to building truly accessible products.
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Lack of accessibility not only frustrates disabled users but can cause significant business loss through customer attrition.
Notable Quotes
"Accessible experiences are better experiences for everyone whether you are a person with a disability or not."
"If it didn’t come from Amazon or Costco, I probably don’t own it because I know the experience will be consistent."
"Consistency reduces cognitive load not just for screen reader users but for people with ADHD and other cognitive challenges."
"Browser autofill isn’t just convenience; it removes barriers to purchase for people with physical disabilities."
"Offering the ability to save your progress allows users with disabilities to complete tasks on their own time."
"Lack of confidence caused by unlabeled or difficult controls often leads assistive tech users to give up on purchases."
"The more payment providers you offer, the higher the chance everyone can pick what works best for them."
"Accessible foundations are built by involving voices of people with disabilities from ideation to prototyping to launch."
"There isn’t necessarily a conflict between security and accessibility; it’s a matter of thoughtful design."
"People with disabilities often won’t ask for help; they simply go to an accessible competitor instead."
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