User Experience Case Studies That Highlight Accessibility

Case study: digital accessibility of LEGO When we think of LEGO, we usually imagine playful bricks, creative builds, and global design. But there’s another journey happening behind the scenes — a digital accessibility journey that many organisations still haven’t begun. 🕰️ A quick chronology: · 2010s: LEGO begins to commit publicly to digital accessibility, with statements that invite feedback and continuous improvement.  · 2020s: The LEGO Foundation and LEGO Education collaborate with accessibility organisations (e.g., Royal National Institute of Blind People) to build inclusive digital learning tools.  · 2023-2025: Innovative initiatives such as a voice-enabled retail experience for older adults showing how digital inclusion goes beyond visuals.  · Ongoing: public statements where LEGO openly lists known issues and commits to continual improvement—showing transparency and maturity in digital accessibility. ✨ What sets LEGO apart from other companies? · They talk openly about “partially compliant” status instead of pretending everything is perfect. · They embed accessibility into both digital retail and educational products, and collaborate with specialists and users with disabilities. · They innovate inclusively: voice assistants, educational inclusivity, accessible digital learning platforms, in addition to basic compliance. · They use feedback loops and user-testing, not just audits. 🎯 Some interesting facts: 1. LEGO introduced braille-coded bricks (numbers & letters) to help vision-impaired children learn via play.  2. They partnered with the Hidden Disabilities Sunflower scheme: LEGO House in Billund, Denmark, is certified “sensory inclusive” and provides tools for visitors with hidden or sensory disabilities.  3. LEGO added characters wearing sunflower lanyards in their sets to represent hidden disabilities (autism, ADHD, etc.) — promoting representation beyond visible physical disabilities.  4. Their digital accessibility statement publicly acknowledges “partial compliance” with WCAG 2.1 Level AA — showing transparency about ongoing work instead of claiming full conformity.  5. LEGO Education’s accessibility commitment includes collaborating with a specialist organisation (Perkins School for the Blind) to align its apps and web experiences with WCAG 2.2 AA. ⚠️ But important gaps remain: · While digital efforts are strong, there are still reports of usability issues for colourblind or vision-impaired users in some instruction apps.  · Some digital retail experiences mention scaling or text-size issues in their own statements.  · Accessibility statements often apply to a subset of apps/sites and note that full compliance is “work in progress”. #LEGO #WebAccessibility #InclusiveDesign #A11y #DigitalInclusion #AccessibilityInnovation #HiddenDisabilities #SensoryInclusive #EqualAccess #InclusiveTech

Accessibility isn’t just about compliance—it’s a driver of innovation! Yet, many companies still see accessibility as an afterthought rather than a key metric of business success. Microsoft transformed its Xbox Adaptive Controller, making gaming accessible to millions. For decades, video games were designed with a standard controller in mind—two joysticks, multiple buttons, and triggers. But what about players with limited mobility? Enter the Xbox Adaptive Controller (XAC). Microsoft didn’t just tweak an existing controller—they co-created it with gamers who have disabilities. The result? A revolutionary, modular design that allows users to customize inputs based on their unique needs. + Designed for flexibility – Large programmable buttons and multiple input jacks let players connect switches, joysticks, and other assistive devices. + Built with community input – Microsoft worked with organizations like The AbleGamers Charity and SpecialEffect to ensure real-world usability. + Revolutionized an industry – The XAC paved the way for more inclusive gaming, proving that accessibility isn’t just a checkbox—it’s a business advantage. This wasn’t just a win for gamers with disabilities. It was a lesson in human-centered innovation: 🎮 Solve for one, extend to many – Customizable, ergonomic design benefits a broader audience, including those recovering from injuries or experiencing temporary impairments. 🎮 Innovation thrives on inclusion – By focusing on diverse needs, companies unlock new markets and drive better user experiences for everyone. 🎮 Accessibility fuels brand loyalty – Microsoft’s commitment to inclusive gaming strengthened its position as an industry leader, proving that designing for all is good for business. 💡 What’s one product you love that was designed with accessibility in mind? #InclusiveInnovation #Accessibility #DesignThinking #Innovation

I walked up to what looked like the entrance and hit a familiar problem: the only communication option was a speaker. No text. No visual cue. No other way to understand what to do. The screenshot shows the speaker as the only communication method. If you couldn't hear it like me, you were stuck. It was not loud. It was not chaotic. It was just the two of us trying to find the right door. A hearing person was with me and could listen. If I had been alone, I would have had to walk back around and hope I found the correct entrance. That is the part people overlook. Audio only fails in the simplest situations. This is not a disability issue. It is a usability and business issue. - People are Deaf or hard of hearing. - People do not always hear clearly, even in quiet spaces. - People are focused on directions, schedules, or safety. - People understand information faster when they can see it. Relying on one communication mode creates barriers for many. It slows people down, increases confusion, and forces staff to step in and explain what the system should have made clear. I see this across industries because I work with organizations on communication access and inclusive customer experience. The same gap shows up in kiosks, apps, events, and support flows: one mode, one channel, one assumption about how people receive information. When teams design for multiple communication options, the experience becomes smoother, faster, and more inclusive. That is not just good accessibility. It is operational efficiency and a better customer experience. If your organization is investing in technology or customer touchpoints, ask one more question: how many ways can a person understand what to do here? The more options you give people, the stronger the results. #CustomerExperience

I noticed something remarkable on an Italian train yesterday. Outside the toilet door, there was a small tactile map designed for passengers with visual impairments. It helps them understand the layout of the space before entering, showing where everything is located. ・Sei qui: You are here ・Leva erogatore sapone: Soap dispenser lever ・Pulsante acqua: Water button ・Pulsante asciugamani: Hand dryer button ・Pulsante WC: Toilet flush button ・Blocco porta: Door lock ・Carta igienica: Toilet paper ・Cestino: Bin ・Lavabo: Sink ・WC: Toilet This is what real user experience looks like: thoughtful, human design that helps people move through the world with confidence. Inclusion doesn’t always come from big projects or expensive technologies. Sometimes, it’s a simple idea executed with care. ✓ A small map that says to every passenger: you matter, and we thought of you. ✦ That’s the heart of customer experience, empathy translated into design. #cx #customerexperience #customerrelations #userexperience

When flying United Airlines this week, I had an incredible experience that melted my heart. When the flight attendant noticed my "Deaf" hat, she handed me a piece of paper with all the announcements written down. It included emergency information, aircraft type, lavatory locations, and standard details I’ve never been able to fully access before. She even personalized it by adding her name, the number of exits, and the flight duration. As someone who travels often, I’ve never encountered this before, and it moved me deeply. This thoughtful approach isn’t just beneficial for Deaf or hard-of-hearing travelers.. It’s also helpful for anyone who processes information visually or may not speak English as a first language. This simple yet impactful practice is a great model for all industries. Imagine implementing this at events, front desks, help centers, or anywhere human interaction happens. Accessibility can be transformational in ways that resonate far beyond the moment. I’m inspired to incorporate similar practices into our work! 💙✈️

Most products in 2026 will face lawsuits. Unless… They built it with color-blindness in mind. Accessibility mistakes are quiet. Very quiet. No error messages. No angry emails. Just lost users. We fixed this for a 9-figure biz. This client thought everything was fine. Clean UI. Nice colors. Modern layout. But… conversions dropped. We tested one thing. “Grayscale.” And everything broke. Errors disappeared. Buttons blended. States looked identical. Not bad design. Just invisible design flaws. So we changed how signals worked. Not just color. Icons. Text. Contrast. Structure. Nothing fancy. Just thoughtful UX. And then? Forms worked. Drop-offs reduced. Users trusted the product again. That’s why this carousel exists. Color-blind users aren’t edge cases. They’re: Real people. Paying customers. Accessibility isn’t charity. It’s product maturity. Design isn’t about taste. It’s about clarity. If you design products, remember this. Color should support meaning. Not carry it alone. Make UX work without color. Then add beauty. That’s real design. If this helped you rethink color, repost the carousel ♻️ P.S. Most accessibility bugs hide in plain sight.

ROI data matters. And here is the data on impact and innovation with our close partner and one of the world’s accessibility leaders: Microsoft. When Microsoft launched the Disability Answer Desk (DAD), they set out to make tech support more accessible for people with disabilities. But for blind and low-vision customers, traditional support channels (especially voice-only) often meant longer wait and handle times, some frustration, and less independence. That’s where Be My Eyes came in. With the integration of our Service AI and Service Connect software, Microsoft is now providing support that’s not only accessible but also transformational. Blind and low-vision users can now resolve issues faster, more independently, and with higher satisfaction than ever before. Here’s what that looks like in numbers: 61% of support requests resolved by the Be My Eyes Smart Agent—no human needed 47% reduction in average handle time 58% more likely to resolve on the first call 75% increase in call volume (thanks to greater capacity) 5% uplift in customer satisfaction scores This isn’t just great CX. It’s inclusive tech at global scale that produces tangible business results. You can access the full case study by clicking the link below, and I invite anyone working in customer experience or accessibility to give it a read. https://lnkd.in/gYnSu2U3 Let’s keep raising the bar. Thanks to Neil Barnett, Jenny Lay-Flurrie, and Crystal Jones for your continued partnership and leadership. And thanks to the team at Be My Eyes including Jesper, Liborio, Ilkka Oksanen, André, Jessica, Jesper, Joe, Phoebe, Philip, Kerns, Lou, Bryan, Hans, and Andy. #Accessibility #Inclusion #BlindTech #CustomerExperience

Champions move destinations forward. 🌍♿️ I want to take a moment to recognize Tami Reist and the leadership she’s shown in pushing accessibility forward in North Alabama through Visit North Alabama. This case study from Destination International is a great example of what happens when accessibility is treated not as a checkbox, but as a cultural shift across an entire destination. Tami’s vision has been about creating real alignment across partners, communities, and frontline teams, so visitors with disabilities can travel with confidence and dignity. What stands out most to me: ✔️ Accessibility positioned as a regional priority, not a side project ✔️ A strong focus on accurate, trustworthy accessibility information ✔️ Training and engagement that help teams move from awareness to action ✔️ Inclusion embedded into how the destination presents itself to the world At Wheel the World, we were proud to support Tami’s vision and work alongside her team as they raised the bar for what destination leadership can look like. But the real credit belongs to leaders like Tami who are willing to push internally, challenge assumptions, and bring partners along on the journey. This is how change happens in travel: champions inside destinations who choose to lead, inspire others, and prove that accessibility strengthens both community and tourism. If you’re a DMO leader wondering where to start, this is a story worth reading 👇 https://lnkd.in/gvVSBrJ4 #AccessibleTravel #Inclusion #TourismLeadership #DMO #Accessibility #TravelWithoutLimits