Welcome to Beyond Barriers, a podcast dedicated to exploring the journey of creating accessible digital experiences that everyone can enjoy. Today, we’re thrilled to host Swaroop Biswas, Head of Experience Design for Hexaware in India and Asia Pacific, and a passionate advocate for accessible, human-centered design. Swaroop, also an artist, approaches accessibility with an emphasis on empathy and democratic design.
You can listen to the audio or read the transcript below.
Redefining Accessibility and the “Normal”
Brian: "Tell me a bit about yourself, Swaroop. How did you find your way into the world of accessibility?"
Swaroop: "Accessibility is a larger human question. We design for the 'normal'—what the majority can see and experience—and label those outside this group as 'abnormal.' But the real question is, do we create a democracy in experience? We design for the majority because they define demand and dictate revenue. But what about those on the fringes? They deserve experiences too."
Moving Beyond the Majority Perspective
Swaroop: "The entire idea of accessibility revolves around giving people, regardless of ability, the same level of access. For instance, a fire alarm in a building should account for everyone, including those who might not hear it. Why not integrate IoT and wearables to make sure everyone is alerted? This is life safety—it’s essential to think about everyone, not just the majority."
Brian: "That's so true. Building for everyone should be at the core of what we do, especially when technology allows us to cater to specific needs more than ever."
Embracing the Market of Accessibility
Swaroop: "There’s a misconception that people with disabilities lack purchasing power. That’s absolutely wrong. There’s a buying capacity in disabled groups. Just look at hearing aids—an entire industry thrives by creating products specifically for a need. There are profitable ventures in accessibility; we’re just not looking in the right places."
The Complexity of Personas and the Pitfalls of Assumptions
Swaroop: "When we group people under one persona type, we miss a lot. Five people with the same age, geography, and education can still be vastly different in how they consume content or what they value. And yet, we assume one solution fits them all. This is where many designs go wrong."
Brian: "It feels like personas, as we define them today, are outdated. Maybe it's time we revisit these definitions to create more inclusive design."
The Human Layer of Design
Swaroop: "In my experience, the biggest obstacle to accessible design is judgment and assumption. We assume we can understand what it’s like to live without sight or hearing. But we can’t, and claiming we can leads to judgmental design. I always tell my team: go observe, listen, and understand without assuming."
Critical vs. Experiential Accessibility
Swaroop: "Essential services, like healthcare and fire safety, must be accessible to everyone without exception. But entertainment and experiences can be tailored to abilities. For example, radio theater offers a rich auditory experience for visually impaired audiences. Why not create similar experiences, instead of trying to replicate the visual?"
Brian: "I think that’s key—knowing when to provide a unique experience that’s tailored, rather than forcing everything to be identical."
Successes and Setbacks in Accessibility Design
Brian: "What would you say has been one of your biggest successes or setbacks in accessibility?"
Swaroop: "One setback I frequently encounter is the lack of real understanding. We follow guidelines and checkboxes, but these don’t equate to real empathy. Often, we design based on limited user testing or assumptions, and the results fall short. Success, to me, is when we spend the time and resources to truly understand our audience and go beyond the surface level."
The Future of Accessibility in Design
Swaroop: "We’re on the verge of exciting technological advances. Sensory technology, where users can feel and understand volume or shape, will soon bridge gaps in accessibility. But even as tech evolves, our real obstacle is unwillingness to invest time and money into understanding real human needs. Judgmental design, as I call it, is a huge risk because it’s driven by assumptions rather than true requirements."
Brian: "The empathy piece is something that resonates in so many conversations. It’s essential to break through assumptions and get a genuine understanding of what people need."
Final Thoughts on Accessibility and Empathy
Swaroop: "Empathy is often used as a buzzword, but to really design for others, we need to immerse ourselves in their lives. Spend time, observe, and learn what isn’t being said. Most people won’t openly share their struggles, so it’s up to us as designers to make an effort. Only then can we break the cycle of judgmental design."
Brian: "Well said, Swaroop. This conversation sheds light on how much responsibility we have to make accessibility a democratic and genuine experience. Thanks again for sharing your insights."
