Welcome to Beyond Barriers, a podcast dedicated to breaking down the challenges and successes of creating accessible, inclusive digital experiences. In this episode, we’re joined by Claudio Luis Vera, an accessibility consultant, educator, and advocate. With a background in UX design and a passion for accessibility innovation, Claudio shares insights into building accessibility strategies that bridge physical and digital experiences, the economic challenges facing the industry, and the potential for technology to reshape accessibility.
Join us for a conversation that explores the role of accessibility in design, the importance of proactive approaches, and how data and technology are set to disrupt the field. Claudio's insights shed light on why accessibility is more than a compliance checkbox—it’s an essential component of user-centered design.
You can listen to the audio or read the transcript below.
From Designer to Accessibility Evangelist
How did you get started in accessibility?
Claudio: I started as a UX designer and owned web firms for over 20 years. My first introduction to accessibility was through a meeting at the W3C, where I met Judy Brewer from the Web Accessibility Initiative. That sparked my interest, but I soon realized that accessibility can't just be "added in"—it has to be a core part of the design from the beginning.
My official move into accessibility began when I redesigned the front end of the Wave tool for accessibility testing. Contributing to Wave gave me the credentials to lead accessibility at a major cruise company, where I worked across a range of technologies—web, mobile, kiosks, and even physical spaces. I saw firsthand how interconnected physical and digital accessibility really are.
Brian: That intersection between physical and digital accessibility is powerful. It’s clear that what we learn in one space can apply to the other, especially as brands now span both environments.
The Importance of End-to-End Accessibility
How do you approach accessibility as an end-to-end experience?
Claudio: In my workshops, I challenge students to imagine daily tasks from the perspective of a visually impaired person. For example, something as simple as getting groceries requires seamless digital and physical interactions. If one part of the journey—like ordering through an app—isn’t accessible, it disrupts the whole experience.
Focusing only on digital accessibility without considering the entire user journey is like doing component testing. It’s essential to think end-to-end, ensuring every step of the process is usable for everyone.
Brian: That’s so true. Focusing on usability throughout the entire journey is crucial, especially if we want accessibility to be more than a compliance checklist.
Macro Challenges in Accessibility Today
What are the biggest challenges in the accessibility field right now?
Claudio: Awareness is still a major hurdle. Many people don’t fully understand what accessibility is, and this includes tech and business communities. Then there’s the economic perspective. Accessibility is often viewed as a cost center rather than a value-add. But in reality, if a site isn’t accessible, you’re missing out on potential customers and revenue. Every inaccessible component is a blocker in the customer journey that reduces conversion rates.
Another challenge is the lack of data. Many companies don’t know how many customers they’re losing due to accessibility barriers because people often don’t disclose disabilities. This is particularly problematic since 70% of disabilities are invisible, and it’s hard to measure the impact without self-reporting.
Brian: That’s a key point. Without data, it’s hard to quantify the missed opportunities and advocate for the economic value of accessibility.
Overcoming Economic Barriers to Accessibility
How can companies view accessibility as a value-add rather than a cost?
Claudio: We need to treat accessibility as part of technical debt management. When companies ignore accessibility, they’re accumulating technical debt that will eventually require costly remediation. Accessibility should be considered a cost-saving business unit or even a revenue generator. For instance, an e-commerce site that’s accessible will attract more customers, including those who might otherwise be excluded.
The problem is that smaller businesses often don’t have the resources to invest in accessibility. Right now, most accessibility solutions cater to large enterprises or government sectors. We need scalable, affordable tools to bring accessibility to small and medium businesses, which make up a huge part of the economy.
Personal Challenges and Wins in Accessibility
What personal challenges have you faced in your accessibility journey?
Claudio: One challenge is scalability. When I was working with a large cruise firm, I often felt like I was trying to "boil the ocean." Accessibility can be difficult to scale within large organizations, especially if there isn’t a dedicated team. Accessibility as a career path also has its economic challenges. Salaries for accessibility professionals can be lower than comparable roles in design, which can deter people from specializing in the field.
Brian: That’s disappointing to hear, especially when accessibility is so critical. Organizations should recognize the value of accessibility expertise and invest in it as a core part of their operations.
Culture Change and the Future of Accessibility
How can we drive a culture change toward accessibility?
Claudio: To truly make accessibility sustainable, we need a culture shift where accessibility knowledge is spread across design, development, and management roles. Many organizations react to lawsuits by fixing issues post-production, which is the most costly approach. A better solution is to “shift left”—incorporate accessibility from the initial design phase and continuously test as you go.
For example, if a team is developing a new product like an autonomous vehicle, they need to consider accessibility from the start. If you wait until the product is complete, addressing issues for something like a power wheelchair becomes extremely complex and expensive. Starting with the end in mind is essential.
Brian: That’s so true. If accessibility is embedded in the company culture, it becomes second nature, reducing costs and creating better experiences for everyone.
Innovations and the Role of Technology in Accessibility
Where is technology taking accessibility? Will automation and AI disrupt the field?
Claudio: Automation and AI are definitely going to play a role, but probably not in the way people expect. While chatbots like ChatGPT are popular, we need to focus on practical automation solutions that address the specific challenges of accessibility. Automated testing tools can currently catch about 50% of issues, but the remaining issues still require manual intervention.
Ideally, automation should be part of the continuous development process, tracking accessibility in real-time rather than only in production. AI could also help evaluate fairness in systems, but we need to develop tools that effectively leverage these capabilities in ways that go beyond the superficial fixes we see today.
Brian: It sounds like there’s so much potential for technology to bridge the gaps in accessibility, but it has to be thoughtful and integrated into broader development workflows.
The Economic Case for Accessibility
What’s the best way to make the business case for accessibility?
Claudio: The key is understanding and calculating the technical debt from accessibility issues. If companies don’t measure their accessibility gaps, they’re jumping into solutions without a clear picture of the costs involved. Tracking accessibility flaws and their business impact can help justify accessibility investment as a revenue-positive strategy rather than just a compliance expense.
Brian: That’s a great takeaway. Accessibility doesn’t just create better experiences; it can drive revenue and reduce long-term costs. It’s about building a sustainable, inclusive foundation for business.
