Guide to Creating a Successful Digital Accessibility Program — Part 1: Intro to Accessibility

Updated 11/13/2024

Building a digital accessibility program is more than a task. It’s an evolving process that enables your team to make consistent progress and continuously improve your accessibility maturity across the organization.

Through the use of a framework, repeatable steps, and training, your team will have the confidence to navigate accessibility workflows. Whether you’re a product manager, UX designer, or accessibility leader, the pressure to create accessible digital experiences is growing.

But knowing where to start can feel overwhelming. That’s where this guide comes in; it’s your resource to developing an accessibility maturity program. So, buckle up as we take you on an accessibility adventure and explore:

• The basics of digital accessibility.
• Its impact on your organization and the public.
• How to create a sustainable program.

Let’s unpack what digital accessibility means and how you can create a successful accessibility program that evolves with your organization’s changing needs.

What Is Digital Accessibility?

At its core, digital accessibility ensures everyone has equal access to digital content, products, and services. This includes your company’s websites, self-service kiosks, apps, and content on various digital devices.

Ensuring features are usable by everyone creates an inclusive experience, this includes things like making navigating and interacting with your digital offerings easier for everyone, including people with disabilities.

Because digital accessibility touches so many areas, your organization must develop a digital accessibility program to build a sustainable system. When you adopt a continuous approach, you can bake accessibility into your digital assets from the start.

Global Digital Accessibility Standards

Digital accessibility programs may seem new to some people. However, laws that ensure equal access for people with disabilities have existed for decades. New global regulations and updates to existing standards are making it clear how businesses should approach digital accessibility.

The United States recently updated Americans with Disabilities Act (ADA) Title II guidelines on making digital content accessible. Government and other public service areas offering kiosk devices should also be aware of these updated rules.

Section 508 of the Rehabilitation Act requires U.S. federal agencies to make electronic and information technology accessible to people with disabilities. This includes websites, applications, and any digital content they produce or use.

Globally, the European Accessibility Act (EAA) establishes guidelines to improve digital accessibility across the EU’s 27 member states. Effective June 28, 2025, the EAA provides organizations with consistent standards to ensure accessible services for all users. These regulations set clear requirements for self-service terminals, websites, and mobile apps.

As you can see, your organization may need to comply with several laws and regulations, but there are also digital accessibility standards you need to consider. Enter the Web Content Accessibility Guidelines (WCAG). Created by the global nonprofit World Wide Web Consortium (W3C), this group establishes WCAG conformance, providing standards for making digital content accessible.

These guidelines are well-known as the top framework for digital accessibility programs. Some laws, like ADA Title II, require that digital products and services adhere to the WCAG. WCAG provides the most comprehensive standards to help you create an effective digital accessibility program based on best practices.

Why Is a Digital Accessibility Program Necessary?

Approximately 1.3 billion people worldwide live with a disability, making up about 15% of the global population. If your digital content isn’t accessible, you are missing out on reaching a significant portion of your audience. This limits their access to your information and affects your company’s growth potential.

Many companies are taking steps to improve digital accessibility, but challenges remain. Continuous updates to websites and product content can introduce new accessibility barriers that limit user access and engagement. To prevent this, a comprehensive digital accessibility program is essential, ensuring that each update maintains and reinforces accessibility for all users.

Implementing a digital accessibility program gives your company a clear plan for updates and redesigns. A strong accessibility program unites your whole team. This includes customer service reps, marketing, \designers, and IT staff working toward a common goal.

Here are some additional reasons why your company needs a digital accessibility program.

• Address Potential Legal Risks. If your app or website is not accessible to people with disabilities, your company’s risk of a lawsuit may be much higher. This can be costly and harm your brand’s reputation.
• Good Corporate Social Responsibility (CSR). CSR extends beyond good intentions; it safeguards your brand’s reputation and fosters employee and customer loyalty. A digital accessibility program shows that your organization values inclusivity.
• Serve All Your Customers. Digital accessibility helps you serve all customers effectively and opens previously inaccessible markets. A long-term accessibility strategy ensures that your content remains available as people age or develop disabilities — continuing the cycle of attracting and retaining new clientele.
• Build Customer Loyalty. Accessible experiences encourage customer loyalty and repeat visits. In fact, 84% of blind and low-vision respondents from a recent TPGi survey stated that accessibility significantly impacts their decision to return, underscoring the need for accessible digital experiences to foster a loyal customer base.

In part two of the “Guide to Creating a Successful Digital Accessibility Program,” we’ll explore how you can begin creating such a program for your organization, along with five steps to get you started.