Accessibility Still Matters

So many companies are sacrificing user experience for “growth” advertising. It’s an accessibility issue and I didn’t notice how much of an issue it is until this week.

A story, if you will allow.

I have spent the last week with my dad helping him navigate some modern apps while he recovers from surgery that has limited some of his independence for a while.

And I’m going to say this plainly. Every major app, from Uber and Instacart to Walmart, feels like a struggle.

Uber constantly spams you with intrusive in-app advertisements that are unfriendly and confusing.

Walmart’s app got him into a recursive loop of verifying his identity. All he wanted to do was sign up to get a prescription delivered.

Multiple apps mix important notifications with promotions, causing confusion for new users.

My dad has a Masters in education and an Extra-class amateur radio license. He taught me to code and can take apart engines. He taught himself how to build a deck on our house and 30 years later it still stands. He can learn anything. And he’s still incredibly sharp. He shouldn’t be struggling to use apps.

The iPhone apps that should be a lifeline for him right now are aggressively popping up modals to sell him subscriptions or add-ons or promotions when he’s trying to get himself home or fill a prescription.

And I notice it too. Last night I could barely see my ride details because Uber wanted to make sure I knew I was eligible for a free house cleaning.

Accessibility matters, and we seem to have lost sight of how those tactics impact people trying to use the apps we produce.

We need to do better.

We need better testing. Better delivery mechanisms that don’t obstruct usability, especially on tiny screens.

And we need compassion for our customers.