Thoughts
Our thoughts, ideas, news and views that make us passionate about customer experience.
Our thoughts, ideas, news and views that make us passionate about customer experience.
As of 2026, European Accessibility Act enforcement is active across EU member states and the ADA Title II compliance deadline for United States state and local governments has been extended to 26 April 2027 or 26 April 2028 depending on population size, although the underlying WCAG 2.1 AA requirement has not changed.
Read the article: The Deadlines Moved. The Standard Didn't.Vinted’s automated account bans may be intended to protect users, but when decisions are opaque, explanations are vague and appeals come only after the damage is done, the problem is more than technical. This article explores why AI-driven enforcement is fundamentally a process design issue—and what platforms can do to make automated decisions more transparent, fair and trustworthy.
Read the article: Banned by the Algorithm: Why "Appeal Later" Isn't Trustworthy AIEthical AI is not a values statement. It's a design specification. Here's what the EU's four core requirements actually demand of the people building AI products, and why most organisations are getting accountability wrong.
Read the article: Is Your AI Actually Trustworthy? What the EU Ethics Guidelines Mean for Design TeamsForbes' 2026 Accessibility 200 (published 19 may, 200 honourees, 23 countries) leans heavily on AI powered personalisation this year - from a tactile sign-language robotic hand to Amazon's AI shopping assistant. But 2026 also produced the first WCAG compliance regression in six years and a record year for accessibility lawsuits, a reminder that recognition for innovation and compliance are answering two different questions.
Read the article: Forbes Just Ranked Accessibility's Best. The Rest of the Web Got WorseThe ScotRail app problems are a reminder that a digital launch is only part of the story. This article explores why smooth transitions, realistic testing and accessible design are essential when people rely on a service under pressure.
Read the article: Designing the Journey to ChangeThe EU's Digital Omnibus just pushed the AI Act's high-risk obligations back 18 months. The accessibility clause buried inside them didn't get any easier to ignore — here's what actually changed, and what didn't.
Read the article: The Locked Front Door: Why the EU AI Act Makes Accessibility Non-NegotiablePositionality is the lens every UX researcher brings to their work. This article explores how who is asking the questions shapes what users share, how insights are interpreted, and why recognising our own perspective leads to better, more inclusive research.
Read the article: Why positionality matters in UX researchB Corp’s updated standards now require organisations to assess the accessibility of public-facing websites. Here’s what that means, why it matters, and how to approach it properly.
Read the article: B Corp web accessibility requirements: what organisations need to knowMulti-factor authentication is vital for security, but it can unintentionally lock legitimate users out. This article explores why inclusive authentication matters, how different needs and contexts affect MFA journeys, and what organisations can do to make security and inclusion work together.
Read the article: Inclusive authentication: why the best MFA doesn’t treat everyone the sameAI is not just a technical challenge. It is a UX challenge, and the way people understand, trust and act on AI outputs matters more than ever.
Read the article: AI Has a UX Problem: What the ISO RIA Systems framework Means for Trustworthy AI