How do we define accessibility?

Our consulting experience has taught us an important lesson. People have the desire and drive to build accessibility, but they don’t know what it looks like in practice. This makes sense because we don’t have a clear definition of accessibility that tells us how to “do it”.

What does accessibility looks like?

At Untapped Accessibility, we’ve helped over 200 organizations reach beyond compliance with accessibility legislation. The initial key requirements, which focus on accessibility plans, consultation with the disability community, and public feedback, are critical first steps for advancing accessibility.

But many organizations now have accessibility plans, active committees, and incoming public feedback on barriers. The focus of their work must shift to sustaining these efforts and building on progress.

This isn’t easy. There are no clear guidelines telling us what the end goal is. Accessibility standards are coming, but until these arrive, how do we know what “accessibility” looks like? We need a definition that’s practical, measurable, and transferable across contexts.

Are barrier removal and accessibility the same thing?

Most definitions of accessibility focus on removing and preventing barriers. This is certainly part of accessibility. But it’s not the whole story. In our experience, accessibility is about both removing barriers and creating access.

Creating access means building options for participation around different needs. With options, people can choose to engage in ways that work best for them.

This is an important piece of accessibility because it acknowledges that needs differ across the disability community. It’s not realistic to create one approach that’s completely barrier-free – especially because one person’s barrier can be another person’s access need. But we can introduce options throughout our processes that allow people to make decisions based on what they need to engage.

For example, creating access could mean providing multiple contact methods on your website so people can choose how to request an appointment. Some will want to call. Others won’t be able to call and will rely on email or text. Some won’t have the technology or resources to use phone or email and will need an address to visit in person. Others will simply prefer phone or email over an alternative.

There’s a range of ways people need and want to engage. In addition to removing and preventing barriers, accessibility means creating flexibility that allows for all different types of engagement.  

Unpacking how to create access

Consider someone visiting a busy café to order lunch. They’re overwhelmed by the noise, stimulation, and pace of the environment. When they’re in this activated state, they struggle with communication and social interaction. They feel anxious about ordering, especially because the menu doesn’t indicate allergens in each meal. They know they’ll have to ask questions and clearly communicate their dietary restrictions to the staff.

First identify barriers

The first major barrier is the loud, busy, and fast-paced environment. In addition to causing a sense of overwhelm, these things make the person feel pressure to order and make decisions quickly.

The second major barrier is the lack of information on the menu. This introduces an added communication demand for the person who’s already struggling with the social interaction of the ordering experience.

If we look to remove barriers, we could add sound dampening features into the space and update the menu to add allergy information.

Create access too

Removing the barriers above should be addressed. But when we consider the second part of accessibility – creating access – there’s much more we can do. Here are some possible options for engagement:

• Place printed visual menus with allergy information at the entrance of the café so customers can look at them right away if they want to. This gives people more time to process options and decide what they want to eat.
• Offer an ordering option that doesn’t rely on social interaction. This does not have to be a high-tech feature like a self-serve kiosk. It can be a paper-based menu that is submitted to staff or placed in a special slot at the front counter. This removes the communication/social demand of ordering for anyone who prefers this way of engaging.
• Offer an online ordering and payment option that customers can use with their phones. For example, they scan a QR code on a table to order and the food gets delivered to that table.
• Offer a pre-order option so customers can order before entering the café.

With these things in place, the person from the scenario has a lot more ordering options that allow them to choose an experience tailored to their needs. And they can do so without having to request accommodation because the options are there for everyone.

We need a new definition of accessibility that captures this idea in a practical way.

Triple Empathy Theory

There’s research that supports this understanding of accessibility. Charles Josefson discusses Triple Empathy Theory as a strategy for inclusive design.

Triple Empathy Theory builds on Damian Milton’s Double Empathy Problem. Milton’s work challenges the idea that neurodivergent people lack understanding and insight into neuro-normative ways of being. He proposes that it’s more of a two-way misunderstanding. Neurodivergent people don’t understand neuro-normative people – and neuro-normative people don’t understand neurodivergent people. Exclusion has to do with this two-way misunderstanding.

Triple Empathy Theory proposes a practical fix. It says that designing for inclusion means balancing the needs of each group to ensure needs are met on both sides. When people who are different can share a space that caters to all needs, they’re more likely to connect and build relationships with one another.

In other words, inclusive and accessible design means creating multiple ways to engage based on different needs. It allows people to choose how they engage and connect in the same space. This goes against the typical design process that creates one pathway for engagement based on the assumed “average” (non-disabled) experience.

A new definition for accessibility

We propose a new definition that captures this idea:

Accessibility is the proactive and intentional effort of identifying, removing, and preventing barriers, and offering options that allow people to choose how they engage with products, spaces, and services.

By this definition, doing “accessibility work” involves three steps that work in a continuous loop:

1. Barrier identification, removal, and prevention
2. Flexible design that considers multiple types of engagement
3. Clear communication about remaining barriers and all the engagement options that are available

Evaluating accessibility based on this definition

Any evaluation of accessibility should consider these steps. For example, when reviewing accessibility progress, we’d look for evidence of:

• Barrier work that’s been done
• Engagement options that have been introduced
• Communication about barriers and the options that participants have

How would this change things?

This definition gives three clear, actionable steps for accessibility work. Instead of focusing exclusively on barriers, it introduces new dimensions that can be acted on in a more proactive way.

It also offers a practical framework for designing for diversity and equity. With flexibility and choice at the core, the definition encourages autonomy and agency for people with disabilities. It also encourages equal access to shared spaces, and connection between disabled and non-disabled people.

Organizations who are looking to move beyond compliance with accessibility legislation should consider this new definition. Unsure where to start? Reach out to learn how we can support you on your journey!