Nik Gulak
Product Designer
Imagine spending months developing a product – researching, testing, refining, and finally launching an app that solves a real problem. It works well, gains traction, and attracts new customers. It seems you’ve reached all your goals!
But over time, engagement drops. Some users stop returning, and your support team is flooded with complaints – many related to accessibility issues. In a world where one in six people live with disabilities, neglecting accessibility isn’t just an oversight – it’s a serious, costly mistake that you don’t want to commit.
So, let’s look at the hidden costs of ignoring accessibility in product design. We'll uncover the legal, financial, and reputational risks, as well as lost opportunities for growth and innovation. By the end, you’ll see why prioritizing accessibility isn't just the right thing to do, it's the smart thing to do.
Accessibility is no longer an optional add-on; it’s a core requirement of modern product design. Yet many companies still overlook it, often unaware of the consequences. The reality? Ignoring accessibility doesn’t just exclude millions of users – it puts businesses at risk.
From legal liabilities and financial penalties to reputational damage and lost revenue, inaccessible design can lead to significant setbacks. But the cost isn’t just about avoiding risk – prioritizing accessibility is also a path to innovation, growth, and a broader, more loyal user base.
Companies that don’t prioritize accessibility risk facing legal consequences in an era where inclusivity is becoming mandatory. Many governments around the world are tightening regulations and laws to require companies to meet accessibility standards in their digital products.
In the European Union, the European Accessibility Act (EAA) will come into force in June 2025. This law requires companies operating in the EU to ensure that digital products and services meet strict accessibility standards. Failure to comply can result in major fines, exclusion from government contracts, and even legal action. For businesses aiming to compete in a global marketplace, this ruling serves as a wake-up call: accessibility is no longer optional.
Similar movements are gaining momentum outside Europe as well. In the United States, more than 4,000 lawsuits were filed in 2022 alone against companies with inaccessible websites and apps, citing violations of the Americans with Disabilities Act (ADA). Some of these cases led to multi-million-dollar penalties. And it is not only large corporations that are subject to such legal pressure. Small and medium-sized businesses are increasingly subject to audits by regulatory authorities.
The financial consequences of such lawsuits can range from burdensome to catastrophic. But beyond the direct financial costs, companies risk indirect damage – including reputational harm and loss of customer trust. Businesses that proactively prioritize accessibility not only avoid legal pitfalls but also position themselves as leaders in inclusion and innovation.
By disregarding accessibility, businesses exclude millions of potential users who could benefit from their products and services.
More than 1 billion people worldwide live with some form of disability, representing roughly 15% of the world’s population. This statistic gets startling higher when the aging population is factored in due to their accessibility struggles such as poor vision, bad hearing, and limited mobility. Accessible services can enable businesses to penetrate this significant and underserved market.
The purchasing power of households that include individuals with disabilities is estimated at nearly $8 trillion across the globe. Failing to prioritize accessibility fundamentally alienates this population segment. Companies that embrace inclusive design will not only gain new customers but also strengthen their position insofar as receiving goodwill and positive feedback from these consumers.
Failing to develop inclusive products can undermine customer trust and loyalty, as consumers increasingly expect companies to prioritize inclusivity. Brands that fail to do so risk being labeled outdated, apathetic, or even discriminatory.
Reactions to inaccessible design can spread quickly. Public complaints, negative social media comments, and media coverage of accessibility lawsuits can damage a brand's image almost instantly. In a world where transparency is critical, companies that neglect accessible design face intense scrutiny, weakening the trust of both existing and potential customers.
Brands that support inclusive design, on the contrary, increase their customer loyalty and improve their reputation. A product with an inclusive design sends the message that the company values all of its users. Positive practices in accessibility can even lead to awards and media coverage, further strengthening the brand image.
There are a lot of companies that have received public recognition for their commitment to prioritizing accessibility. One such example is Microsoft. Their ongoing investments in this area, including adaptive controllers, screen readers, and more, have led them to recognition from users and consumer protection organizations, making them a leader in the field of inclusivity.
Accessibility and usability go hand in hand, and if one is compromised, the other suffers as well. If a product is difficult to use, users are likely to abandon it. Confusing navigation, poor contrast, and lack of support for system accessibility features will cause users to leave for competitors offering a better experience. Ultimately, this leads to higher churn rates, lost revenue, and lower conversions.
Poor usability can also negatively impact customer support services. When users struggle with design flaws, they reach out for help, resulting in higher support costs and avoidable delays. Similarly, inefficient enterprise software slows down employees, wasting valuable time and resources.
However, accessibility features such as keyboard navigation, voice control, and scalable text size don’t just benefit people with disabilities – they enhance usability for everyone. These improvements make digital products more intuitive, efficient, and enjoyable, ensuring a better experience for all users, regardless of their needs.
Designing with accessibility in mind improves everyone's experience by making products easier, more intuitive, and more enjoyable to use. This phenomenon is known as the curb cut effect – solutions created for one group end up benefiting a much larger audience.
One such example is subtitles. They were originally created for the hearing impaired, but today, they are used by millions of people. They help us watch movies in a noisy environment, or, vice versa, in a quiet one – without turning on the sound. Watching foreign content with subtitles is the main way to improve comprehension recommended for those who want to learn another language. Designing with accessibility in mind not only meets the needs of some people, but also improves usability for everyone, across various scenarios.
Voice command technology is the best example of this. Originally developed to support users with limited mobility, it has become an important tool that is changing the way people interact with technology. From asking a smart assistant to set reminders while cooking to hands-free navigation while driving, voice commands show how accessibility-focused innovation is improving convenience for everyone.
Even something as simple as the ability to resize text can make a big difference. These features support visually impaired users, but they will also be appreciated by users reading on small screens or in low-light environments.
Making your product accessible can seem like a daunting task, but you can simplify the process by breaking it down into specific steps. Here's how to do it:
Google Lighthouse, Axe, and WAVE may be useful for your site by providing focus areas where further action is needed and suggesting modifications that should be performed first. Use VoiceOver (iOS) and TalkBack (Android) along with other assistive technologies to test mobile apps or see how users utilize your services.
Testing the app manually helps identify usability weaknesses that automated tools may miss or not take into account, such as unclear navigation or poor touch target placement. Go through the app’s key functionalities to ensure a smooth and intuitive user experience.
You may also consult our team of accessibility experts for a professional audit that will ensure your product fits all the requirements of the European Accessibility Act.
Consider accessibility from the start of the design. Early accessibility validation during sketching and wireframing phases can save the expense of major rework later on.
Involve people with disabilities in research and testing. They can provide insights that you may never have thought of.
Design against international accessibility benchmarks like WCAG 2.2 to ensure your products meet global standards.
Organizations should prioritize accessibility training and awareness at every level to ensure a more inclusive web that welcomes all users.
Accessibility cannot be treated as a single task. Companies need to constantly monitor and enhance their products to meet changing standards and revenue enticing technologies.
These steps will not only ensure compliance, but also create a more engaging and rewarding experience for everyone.
Accessibility in product design is as much about compliance as it is about creating an inclusive, intuitive, and effective experience. The consequences of ignoring accessibility are serious because they include legal risks and lost profits alongside damage to reputation and higher support costs while focusing on accessibility helps both expand customer reach and gain loyalty. Thus, accessibility is not only about adhering to the rules, but also about designing products that everyone can use.
Developing accessible digital products requires both expertise and a systematic approach as well as a dedication to ongoing enhancement. It isn't enough to simply follow guidelines, you need to comprehend users’ actual requirements and produce answers that go beyond their expectations.
By working with a team that focuses on accessibility from the start, companies can ensure that their products meet the highest standards of usability and inclusivity. Expert knowledge combined with the correct strategy can turn accessibility into a business advantage by building superior products in today's global market that increasingly values inclusive practices.
M. Cieślukowski - Senior UX Researcher
I. Franke - Head of Advisory
K. Borowiec - Business Development Manager
J. Nawrocki - Lead UX Researcher , I. Franke - Head of Advisory
