Inclusive UX design isn’t just best practice—it’s a necessity. By prioritising usability for all, organisations can create digital products that drive innovation, expand their reach, and build a more equitable world.
This approach goes beyond accessibility, focusing instead on designing for diversity in every form—whether it’s ability, age, environment, or individual constraints. The result? Better experiences for everyone.
During our recent masterclass on the positive impact of UX design, we delved deeper into this topic with Caroline Dixon, Online Customer Experience Manager at Belfast City Council. Here’s a closer look at what we discussed and how to make it a cornerstone of your UX strategy.
Beyond accessibility: What is inclusive design?
Let’s get the basics right. Inclusive design lives at the intersection of accessibility, usability, and diversity. While accessibility ensures people can reach and use a product, inclusivity ensures the product is designed with their full range of needs in mind.
This holistic approach reflects Tim Berners-Lee’s vision of the web as a universal platform— accessible to everyone, regardless of ability. Yet, many digital products still fall short of this ideal, often excluding users who face permanent, temporary, or situational impairments.
By embracing inclusive design, businesses not only address these gaps but also elevate the user experience for all.
Why inclusive UX design matters
User experiences matter. When a user visits your website, you want them to stick around. You want them to convert, and you want them to return. None of that will occur if they feel your website excludes them.
Inclusive design often begins with addressing specific disabilities but ends up benefiting everyone. For example, curb ramps originally designed for wheelchairs also help parents with strollers, travellers with luggage, and cyclists. Similarly, video captions—initially developed for those with hearing impairments—have become essential for viewing videos in silent environments.
It’s not about just ‘doing the right thing’ – it’s also smart business. Globally, the spending power of people with disabilities is estimated at $8 trillion. Businesses that embrace inclusive practices see 70% higher performance than their competitors, while design-led companies outperform others on the S&P Index by 219%.
Brands that fail to prioritise inclusivity risk alienating customers and tarnishing their reputation. On the other hand, companies like Microsoft and Lloyds Bank have reaped rewards by embedding inclusivity into their ethos, gaining both goodwill and tangible success.
Steps to embed inclusivity into UX
Start with an audit: Evaluate your current digital properties to identify barriers that exclude users. Poor colour contrast, illegible text, or inaccessible navigation can make your product unusable for many.
Engage real users: Work directly with people who experience different disabilities—permanent, temporary, or situational. Understanding their challenges and assistive technologies is key to designing effective solutions.
Create an inclusive culture: Inclusivity starts from within. Train your team in plain language, accessibility best practices, and empathy-driven design. Build diversity at every level to ensure all perspectives are represented.
Iterate and improve: Inclusivity isn’t a one-time task. Continuously test your products, refine designs, and adapt to evolving user needs. Automated tools can highlight compliance issues, but manual testing with real users uncovers deeper insights.
Work with us: Our team of UX designers will always design with inclusivity in mind, so when you work with us, you know you’ll be getting user experiences designed with everyone in mind.
Designing a better future
Inclusive UX design is about more than just compliance—it’s about creating products that empower and delight everyone. By making inclusivity a priority, businesses can tap into new markets, foster goodwill, and contribute to a more equitable digital world.
The time to start is now. Because when we design for everyone, we all win.
Marketing Manager
