In this episode of Beyond Barriers, we’re joined by Kavitha, a seasoned UX writer with a deep-rooted passion for accessibility. Her journey began in 2015, working closely with educational publishers to ensure their products were accessible to all users. Kavitha has since delved into accessibility challenges across various digital products, focusing on making user experiences seamless and inclusive. This conversation offers practical insights on integrating accessibility into UX design, overcoming client challenges, and the importance of usability testing for accessibility.
Getting Started in Accessibility
What led you to focus on accessibility in your work?
Kavitha: "I started working on accessibility back in 2015, initially as a quality specialist for educational publishers in the K-12 sector and above. My introduction came when one of our clients got serious about accessibility. We used to create supplemental materials like guides and PowerPoints that went with textbooks. I was the last eye on these products, making sure they were perfect and accessible. At first, we relied on the in-built Microsoft accessibility checker, thinking that would cover it. But over time, we realized that wasn’t enough. Clients came back with feedback that some documents still weren’t usable for their customers, so we understood there was much more to accessibility than just passing an in-built check."
The Role of UX Writing in Accessibility
How does UX writing support accessibility in digital products?
Kavitha: "As a UX writer, I make sure the text on screens aligns with the design so users can navigate without confusion. It’s not just about writing—it’s ensuring that anyone using the product doesn’t get stuck. I’m responsible for all the little things that make a big difference, like error messages or instructional text. I see it as providing proper, good contextual understanding. For example, if a user has to create a profile, it should be as easy as a single click, and they should know exactly what's needed at every step. The words and structure we use guide users so they’re not left wondering what comes next or feeling lost."
What are the guiding principles for effective UX writing?
Kavitha: "It should be short, simple, and brief—something that anyone can easily understand, regardless of their background. For instance, if you’re registering on a site, it should guide you through each step so you’re not left guessing. Take a form on Facebook, for example; you input your first name, last name, email, click register, and it should take you to the next step smoothly without leaving you stuck. Making the content short and straightforward means users can navigate easily and make decisions without confusion."
Accessibility Challenges in E-commerce
How does accessibility play a role in e-commerce experiences?
Kavitha: "In e-commerce, we often see a lot of content just pulled from a product information management system and plugged into the website. But UX writing has to go beyond that to provide a clear, contextual experience for the user. For example, when someone clicks 'add to cart' for the first time, they need to know what’s going to happen. Is it final, or is there another step? Users should understand each action, what it means, and what will happen next, especially if they're new to e-commerce platforms."
Brian: "Absolutely. I’ve seen so many brands rely on raw data, and it’s like there’s a missed opportunity to engage the user meaningfully. Your approach makes the experience so much more intentional."
AI and the Role of Alt Text in Accessibility
Is AI replacing the need for manually written alt text?
Kavitha: "AI has helped with automated alt text, but it's not perfect. If you add a generic image, like five people in a meeting room, the auto-generated alt text might say exactly that—'five people in a meeting room'—which doesn’t add any value. I’ve written alt text for countless images, graphs, and animations, and there’s so much more to it. It’s not just describing a picture; it’s about providing context. For example, if it’s a sales report, do you just say ‘sales report’ or detail the actual data, like year-over-year sales performance? AI isn’t able to pick up that kind of context yet, and it can lead to confusion for users relying on alt text to understand the image."
Client Buy-In and Accessibility Standards
How do you navigate the challenge of getting clients to prioritize accessibility?
Kavitha: "Getting clients to fully buy into accessibility can be challenging, especially when they just want to avoid legal issues. Some clients are interested in accessibility but only to a certain extent—they want to meet basic standards, but not necessarily make it fully usable for everyone. My goal is to show them why accessibility is more than just a requirement. In one project, a client sent us a 60-slide PowerPoint on their accessibility expectations, which was great. It showed they were serious. But some clients aren’t ready to invest much, so we have to work within those limitations while still pushing for quality accessibility."
Usability Testing for Accessibility Insights
How does usability testing contribute to improving accessibility?
Kavitha: "Usability testing can be incredibly revealing. Sometimes, we design a flow that seems simple—say, five steps from start to finish—and assume users will get it. But in testing, users get stuck on things we didn’t anticipate. For instance, they might not understand what a particular button does or expect a different outcome from their action. This testing highlights where we need to improve for ease of use, and it often reveals issues that aren’t immediately obvious to designers or developers."
What approaches do you use to scale accessibility practices across an organization?
Kavitha: "It’s about educating clients and showing them that accessibility should be built into the design, not something added later. I try to frame it as part of good design rather than a separate task. Many of the designers I work with are open to making changes and learning more about accessibility. They take notes on things to avoid in future designs, which creates a positive cycle of improvement."
Brian: "That’s an excellent approach, presenting accessibility as intrinsic to quality design. It shifts it from being an obligation to an opportunity for creating superior products."
Closing Thoughts
What final insights would you like to share on accessibility in UX?
Kavitha: "I hope accessibility becomes part of the design process from the beginning. Ideally, we wouldn’t even have to talk about accessibility as a separate thing—it should just be part of our lives and integrated into everything we create. I think it would be amazing if accessibility wasn’t an add-on but a default part of design thinking."
Brian: "Hearing your perspective is a reminder of how powerful this mindset shift could be. Making accessibility a given, not an afterthought, has the potential to elevate so many products."
