Digital Accessibility: How People with Disabilities Use Technology

In today’s digital-first world, technology serves as both a gateway and barrier for people with disabilities. Our recent Lens Library research reveals powerful insights into how individuals navigate these digital landscapes, adapting mainstream tools while seeking specialized solutions. These insights showcase the power and potential of video ethnography to more deeply understand this community’s experiences and surface opportunities to better meet its needs.

Real Experiences: Technology in Daily Life

Multiple Disabilities and Workplace Accessibility

A professional with piriformis syndrome, partial vision loss, and hearing impairment structures her entire day around technology. From alarm apps requiring math problems rather than simple snooze buttons to screen magnification, dictation tools, and closed captioning, technology enables independent living and professional contribution. 

“Without my morning stretches timed by my phone, I’d be hobbling all day. At work, I zoom in on screens, adjust contrast, and enable captions during video calls. Technology isn’t perfect, but it allows me to live independently despite multiple disabilities.”

Progressive Vision Loss and Voice Technology

For someone with severe glaucoma following multiple surgeries, voice-activated technology isn’t convenient—it’s essential. Dragon Naturally Speaking converts spoken words to text, while AI assistants like Alexa provide information without requiring visual interaction. As vision deteriorates, this individual increasingly builds life around audio rather than visual cues.

“Dragon, open email… Alexa, set a timer for 45 minutes… Google, what’s the weather today? As my sight fades, voice commands aren’t just convenient—they preserve my limited vision for when it’s truly needed.”

Invisible Chronic Illness and Remote Health Management

Managing an autoimmune condition with unpredictable symptoms requires consistent tracking and communication. Health apps monitor vital signs and medication schedules, while patient portals enable communication during symptom flares when phone calls would be challenging due to brain fog or fatigue.

“When my hands tremble too much for precise screen tapping, Siri helps. When symptoms flare unexpectedly, sending a message through MyChart is so much easier than making a call while feeling ill.”

Mobility Limitations and Adaptive Fitness Technology

For an individual with peripheral neuropathy affecting hand dexterity, specialized fitness technology enables continued physical activity. Modified mounting brackets accommodate limited dexterity, while GPS navigation prevents encounters with terrain that might exacerbate symptoms. Fitness tracking apps don’t just monitor health—they document adaptation and resilience.

“The turn-by-turn directions are crucial since I can’t easily stop to check my phone while balancing my bike. These apps aren’t just about fitness tracking—they’re proof that I can adapt despite losing control of my body.”

Neurodiversity and Digital Boundaries

Living with sensory processing disorder and ADHD requires mindful technology use. Voice commands assist on days when focus is difficult, while self-imposed screen time limits help manage sensory overload. For this individual, technology must be both accessible and limited—a careful balance of utility and overstimulation.

“On days when focusing is difficult, voice commands transform how I work. My three-hour screen time limit isn’t just about digital wellness—it’s about conserving cognitive energy in a world not designed for minds like mine.”

Addressing Unmet Needs

Our research reveals several critical opportunities for companies developing digital products and services:

1. Design for Multiple Disabilities

Most accessibility efforts focus on single-disability scenarios, yet many individuals navigate multiple conditions simultaneously. Products should accommodate varying combinations of mobility, sensory, and cognitive challenges rather than addressing each in isolation.

2. Recognize Situational Limitations

Disability experiences often fluctuate. Symptoms may worsen on certain days or times, requiring flexible accessibility options that adapt to changing needs. Interfaces should allow quick toggling between different accessibility modes without complex navigation.

3. Integrate Rather Than Separate

Accessibility features should be integrated into core products rather than offered as specialized alternatives. Universal design benefits everyone—captioning helps those learning languages, voice commands assist during multitasking, and simplified interfaces reduce cognitive load regardless of neurotype.

4. Prioritize Cross-Platform Consistency

Users with disabilities often rely on specific customized setups. When accessibility features work differently across platforms or update without warning, this disrupts carefully established routines. Consistent experiences across devices and predictable updates are essential.

5. Include Disability Perspectives Throughout Development

The most effective way to address accessibility needs is to include people with disabilities at every stage—from initial research through design, development, testing, and marketing. Lived experience reveals pain points and opportunities that many accessibility compliance standards miss.

Key Takeaways

People with disabilities represent an important market segment that companies cannot afford to ignore from a purely purchasing power perspective. Moreover, designing for accessibility offers a wide range of benefits beyond this specific market. With America’s rapidly aging population, accessible features that assist those with visual, hearing, and mobility challenges will become increasingly relevant to mainstream consumers, creating a compelling business case for universal design.