Fully inclusive online presence
It was a big birthday so myself and my husband went to the Isle of Wight for a long weekend, first time away without the kids for 10 years. It was utter bliss.
On the second day, after afternoon tea in the swanky brassiere, my husband mentioned how lovely the loo’s were. I hadn’t noticed, for me it was a typical accessible toilet. So I decided to swing my head into the ladies which was beautiful, just as the hubby had described.
Gorgeous black gloss tiles, fresh flowers with censored taps with a nice range of hand soap and creams. I left and returned to the table and agreed with my husband that the bathroom matched the high class decor of the brassiere, but why did I not have the same experience as my husband when using the facilities?
I had to use the disabled toilet that had typical cheap white tiles, toilet roll sat on the floor, blue grab rails with push taps and wall soap dispenser.
Any person used to using disabled toilets is used to seeing the same rooms. They’ve become accustomed to the same sight, the same style bathroom I used in hospital and rehab.
Now, I know from some of the companies I follow on LinkedIn, that beautiful grab rails do exist, so why are businesses not putting the same effort into disabled customer experience and satisfaction? I paid the same as my husband so surely I should experience the same 5 star hotel?
It got me thinking, are disabled users becoming too accustomed to poor customer experience online too? Do they accept the barriers that us, as businesses, put up?
As designers, marketers and developers we need to not ignore accessibility or consider disability as an afterthought. Web accessibility is not a check list of technical requirements, it’s about including people's needs in an inclusive community. Until corporations and marketing teams change their mindset, people with disabilities have to just ‘suck it up’. We have to just accept the way of the world and be thankful for getting any access regardless of our experience or brand impression.
That’s not right. Make sure your brand is leading the way to a fully inclusive online presence. Trust me, the 20% of people currently excluded will thank you for it, and most likely shout it from the rooftops.
Everyone should be invited to the party.
Brand loyalty isn’t something new, it’s something that business owners and marketers have pushed for decades but have you considered what it actually means for users with accessibility needs? Read our blog
Written by Kaye