Starting in June 2025, companies operating in the EU must comply with strict digital accessibility standards or face steep fines, making inclusion a legal and business priority. Unlike traditional websites, digital platforms are interactive spaces where inaccessibility can directly block users from essential services, rights, or purchases. Embracing accessibility doesn’t just serve people with disabilities—it improves the user experience for all and even empowers AI agents to deliver smarter, more adaptive support. A customer’s voice command to return shoes becomes a seamless exchange when platforms are built with inclusive, AI-enhanced journeys in mind. While design constraints may seem limiting, they actually spark more thoughtful, elegant innovation when embraced creatively. True accessibility isn’t a finish line; it’s an ongoing mindset that lives in every line of code, every update, and every customer interaction.

Mind map of the content

Starting in June 2025, digital platforms in the EU could face fines of millions of euros if they don’t meet accessibility standards1. The main reason for the push is a shocking fact: almost one in four Europeans has a disability. Accessibility is no longer a nice thing to do; it’s a legal and moral duty. Frameworks like WCAG 2.1 AA were made to do more than just build gates; they were made to open them.

They are there to make sure that everyone, no matter how skilled they are, has a fair chance to use the digital tools that are a part of everyday life. But as AI agents take over more and more of our clicks, chats, and choices, a bigger question comes up: who is really in charge?

What is digital accessibility and why is it important?

A lot of people still think of a website as a brochure that doesn’t change—read, scroll, leave. A platform, on the other hand, is something else. It’s where things happen, like applying for health care, managing pensions, returning goods, and disputing charges. When the text is too small, buttons disappear when you hover over them, or there is no screen reader support, people with disabilities are unable to use the internet resource3. It’s not just annoying; it’s against basic access rules.

Picture this: you order shoes online, but you can’t return them because the interface wasn’t made for you. That’s not bad UX. That’s not letting people in.

Who gains from being accessible? Not Just Individuals with Disabilities

Everyone benefits from accessibility done right. More organised interfaces. Faster navigation. Less support requests. It’s not just the right thing to do; it’s also a smart investment. There is no doubt about it in the WCAG standards: Level A is where you start. AA is the least amount that is legal. AAA is where design really starts to show off.

WAVE and Lighthouse are two tools that help teams check on their progress. They show what’s stopping users from moving forward. But a checklist isn’t enough to make real progress.

It starts when teams see accessibility as a way of thinking, not a goal to reach.

Now add AI to the mix.

AI agents are no longer just helpers; they are now the first point of contact for customers. And when those agents are made to be inclusive, amazing things happen. Imagine that a customer tries on some new shoes and tells their voice assistant, “They don’t fit; let’s send them back.” The agent doesn’t send them into a confusing series of options; instead, they offer an easy exchange. Same model. One size larger.

That’s not just for convenience; it’s also for keeping clients by showing them you care. It saves the deal. It makes the customer stay loyal. And it demonstrates that putting accessibility first means placing the future first.

A false choice between creativity and accessibility

Of course, designing within the law may appear limiting, like trying to sculpt with gloves on. Rules about contrast ratios, how easy it is to navigate, and how predictable things are can limit creative impulses that are flashy. But here’s the strange thing: real creativity grows when things are hard. Limits make us think more clearly.

Some of the most beautiful, human-centered designs come about not in spite of the rules, but because of them4. Accessibility isn’t a problem. It’s a call to come up with new ideas with a purpose.

This is only the first step: the Accessibility Compliance Checklist

The first step is to get certified. Some businesses do accessibility audits themselves. Some people rely on outside groups to do thorough tests based on real-world use. But the real work starts after you get the stamp of approval. Because accessibility is always changing. Every time you push code, change the UI, or add a new feature, it changes. If you treat it like a one-time project, you’ll fail quickly.

Putting it into every step of development? That’s how to make platforms that not only pass tests, but also earn trust5.

  1. European Commission (2022). The European Accessibility Act – What Does It Mean for Businesses? [link] ↩︎
  2. WebAIM (2023). The WebAIM Million: An annual accessibility analysis of the top 1,000,000 home pages. [link] ↩︎
  3. Lazar, J. & Goldstein, D.F. (2021). Improving the User Experience Through Practical Accessibility. ACM Interactions. [link] ↩︎
  4. Forrester Research (2023). The Business Case for Digital Accessibility. [link] ↩︎

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