Welcome to Beyond Barriers, a community of accessibility advocates dedicated to sharing practical insights and real-world expertise. In this episode, we’re excited to feature Radhakrishna Aekbote (RK)—a lead product designer with a background spanning from mechanical engineering to UX design, with a special focus on creating accessible, inclusive experiences.
In our conversation, RK shares his journey and perspective on accessibility, the importance of building trust with users, and the need for personalized approaches to accessibility that fit various environments and user personas. He delves into how simple innovations can transform digital inclusivity, whether in digital transactions or day-to-day interactions with technology.
For the next few minutes, you’ll gain insight into why accessibility is about understanding diverse needs, how technology plays a crucial role, and practical ways to approach accessibility that can benefit brands, schools, or entire communities. Join us as we explore why accessibility isn’t just an add-on but an essential feature for modern businesses.
You can listen to the audio or read the transcript below.
RK’s Journey into Product Design and Accessibility
Tell us a bit about yourself and your career path in design and accessibility.
RK: Sure. I’m Radhakrishna Aekbote, lead product designer at Informatica, a company that focuses on platform services and developer experiences. My journey started with a consulting role at PWC, where I worked with a new client every week across various industries. Later, I joined SAP Labs as part of their supply chain R&D team and worked as an official UX researcher, designing solutions for unique user groups.
Now, I lead UX design across three product suites and mentor others interested in a design career. I enjoy making design concepts simple and accessible, publishing articles on UX and mentoring for organizations like Adpillars.org. Despite not having a formal design degree, I transitioned from mechanical engineering to UX design, learning along the way. This journey has allowed me to appreciate accessibility as an integral part of solving problems for a broader audience.
Integrating Accessibility into UX Design
How did accessibility become a part of your design philosophy?
RK: As a UX designer, I see accessibility as a natural part of the job rather than a separate area. The need for accessible design comes from a commitment to problem-solving—ensuring that technology is usable by everyone, regardless of ability. Technology often works seamlessly, but when it fails, it highlights areas where we need to improve.
Accessibility becomes important in situations where users may struggle to understand or complete tasks. For me, it’s about providing a solution that everyone can use without having to struggle or adapt unnecessarily. It’s about gaining trust by ensuring users feel confident in interacting with technology, whether through better navigation, visual cues, or adaptive text.
Brian: I think that’s a powerful perspective—that accessibility should be part of a brand's culture. It’s inspiring that you consider it a core discipline in design.
Real-World Experiences Shaping Accessibility Insights
Can you share any personal experiences that shaped your approach to accessibility?
RK: My early experiences with technology in India influenced my thinking. When mobile phones first became popular, I noticed that while I could easily use my dad’s or cousin’s phone, many older folks only used them for calls and messages, missing out on other features. They were hesitant to explore the technology fully, fearing they might press the wrong button.
That experience made me aware of the gap between different users’ confidence levels and the importance of making technology simpler. Today, I use my experience to help bridge that gap. Recently, I started volunteering on the Be My Eyes app, where I assist visually impaired individuals with everyday tasks using GPT-4 technology. This involvement has reinforced the importance of direct, practical support in accessible design.
Brian: That’s remarkable. Observing those real-world experiences and adapting design accordingly is invaluable—it’s accessibility from a product perspective rather than a “black box” approach.
Building Trust and Accessibility through Technology
You mentioned trust as a core part of accessibility. Can you give an example of how technology can build trust, especially in large markets like India?
RK: Absolutely. India, with over 1.3 billion people and 22 official languages, is incredibly diverse. An example of technology building trust is Unified Payments Interface (UPI), a digital payment system. Initially designed for simple transactions, UPI now handles over 360 million daily transactions. This has revolutionized payments by allowing people to make quick, cashless payments, often in their own language.
To enhance trust, companies introduced soundboxes that announce transaction confirmations in regional languages. For many merchants who may not understand English or digital systems, these soundboxes have made digital payments more reliable. For instance, Paytm introduced soundboxes that communicate in local languages, while PhonePe even used the famous voice of Bollywood actor Amitabh Bachchan for transaction confirmations. This approach to accessible, culturally relevant technology made a huge impact, particularly for small shop owners.
Brian: That’s a fantastic example of accessibility and localization combining to build trust. It’s inspiring to see how technology can adapt to different languages and dialects, especially in such a diverse market.
Challenges and Solutions in Implementing Accessibility at Scale
What challenges do you see in implementing accessibility strategies at scale?
RK: One challenge is ensuring accessibility solutions fit the diverse environments where users interact with technology. For example, in India, the unorganized retail sector contributes significantly to the economy, but it’s made up of small, often informal businesses. During the pandemic, many of these businesses adopted UPI soundboxes, allowing them to continue operations while following social distancing.
The soundbox provided a need-based solution—confirming payments without physical contact. This innovation was driven by necessity but ended up being a scalable accessibility solution that empowered small businesses.
Brian: That’s a great insight. The pandemic accelerated many accessibility solutions globally, and it’s impressive how these need-based innovations have taken root in local communities.
Looking Ahead: The Future of Accessibility and Technology
What do you see as the biggest future disruptors in accessibility?
RK: I think the future of accessibility lies in creating specialized, environment-based solutions. For example, in industrial settings like mining or manufacturing, workers face challenging conditions with limited access to interactive screens or touch interfaces. It’s not enough to have the same interfaces for everyone. Accessibility should be tailored to the specific conditions and requirements of different environments.
As technology advances, we need to create niche accessibility standards that cater to specific personas, like mining workers or factory operators. This would go beyond basic accessibility and address the unique needs of users in those settings.
Brian: That’s insightful, RK. Trust, personalization, and specialized accessibility are principles that can drive brand engagement and inclusivity. These are lessons from other marketing practices that could be applied to accessibility as well.
Final Thoughts on Accessibility, Trust, and Inclusivity
Any final thoughts or advice for those working to improve accessibility?
RK: I’d sum it up with two words: trust and last mile. Building trust through accessible design and ensuring technology reaches everyone, especially those in challenging environments, is essential. Every step towards inclusivity, no matter how small, contributes to a more accessible world.
Brian: Thank you, RK. Your insights on trust, personalization, and empathy in accessibility are invaluable. This conversation has truly shed light on practical ways brands can integrate accessibility into their DNA.
