Empathy as a design tool

Accessibility is fundamentally about empathy—and it starts with experience. Amy encourages teams to build that empathy by using the very tools their users rely on:

• Try navigating your site with a screen reader
• Unplug your mouse for a day and use only keyboard navigation
• Watch real users with disabilities interacting with your product

This hands-on approach helps designers and developers understand the cognitive load and challenges users face. As Amy says, “You shouldn't have to work any harder just because you're choosing a different mode of input.”

Best practices from the accessibility audit

Amy’s team didn’t just identify problems—they shared actionable solutions. They provided:

• A spreadsheet of accessibility issues tailored for developers
• Simplified best practices for content creators
• A prioritization framework using high, medium, and low impact ratings
• Manual testing protocols for areas automated checkers miss, such as video captions and alt text accuracy

Crucially, most of the audit team had never conducted accessibility testing before. With some basic training, they were able to contribute effectively. This reinforces a powerful point: accessibility isn’t an elite skill—it’s a mindset that any team can adopt.

Designing for the future

With global populations aging and reliance on digital technology only increasing, the need for accessible user experiences will only grow. Amy urges teams to integrate accessibility into their standard UX and product development workflows rather than treat it as an afterthought.

“Just include the people who have disabilities… in your typical research process,” she says. “Challenge yourself to make sure you're not just aiming for the average user.”

That’s not just good UX design—it’s better for business, too.

Episode links: 

• Designing for diverse audiences: This webinar explores strategies for crafting inclusive user experiences that address the needs of diverse audiences, emphasizing the significance of inclusivity in UX design and methods for gathering user feedback from underrepresented groups.
• The complete guide to usability testing: This comprehensive guide delves into the importance of usability testing, exploring different methods, and providing guidance on formulating the right usability testing questions to create inclusive and user-friendly experiences.
• Designing accessibility for everyone with Karen Hawkins: In this Insights Unlocked episode, Karen Hawkins discusses the critical importance of digital accessibility in design, highlighting common accessibility failures and the ease with which they can often be resolved.
• Accessibility testing: tips and best practices from industry leaders: This blog post offers practical advice and best practices for conducting accessibility evaluations, including remote moderated testing with users who have disabilities, to ensure inclusive digital experiences.