Accessibility's Next Leap Starts With Listening

Real progress in digital inclusion depends on collaboration

Photo by Elizabeth Woolner on Unsplash

Accessibility doesn’t advance through mandates alone — it grows through understanding, which can get lost in an increasingly loud environment.

People building and testing today’s technology know that inclusion happens when everyone, from engineers to end users, listens and learns together. Platforms like the Global Accessibility Reporting Initiative, or GARI, help spark that dialogue, turning awareness into action across the tech world.

One of the leaders in this field is Sabine Lobnig, whose career has led her from linguistics to deaf and blind advocacy to digital inclusion. She is now the Mobile & Wireless Forum’s director for communications, focused on advancing the Global Accessibility Reporting Initiative.

Africa’s Digital Future Includes Everyone

GARI’s mission is to inform consumers about existing accessibility solutions and help them identify devices with features that best meet their individual needs. In her role, Lobnig aims to help make accessibility global.

She spoke with Neil Milliken, vice president of accessibility at Atos; Debra Ruh, author and CEO of Ruh Global IMPACT; António Vieira Santos, future-of-work expert and sociologist; and Mike Gifford, Open Standards and Practices lead at CivicActions and a certified professional in web accessibility.

Together, they discussed how to bridge the gap between the accessibility features manufacturers offer and what consumers actually know is available.

“The European Accessibility Act will help in this respect,” Lobnig said. “We’ll have the requirement for accessible information on the accessibility of devices in or on their packaging.”

Manufacturers might use a QR code to link to a GARI profile or provide other ways to inform consumers.

Help From the Start

“The work Sabine does for GARI helps maintain a comprehensive list of features that users can access,” Milliken said. “Devices should also include accessibility in the onboarding process when you get a new device.”

That requires teamwork.

“Bridging the gap needs collaboration among manufacturers, advocacy groups and consumers,” Santos said. “Clear documentation and marketing are essential. While the GARI database helps, increased awareness campaigns and partnerships are necessary to educate consumers.”

Gifford called this a big issue.

“From a technical point of view, having it in a changelog is important for every release,” he said. “People need to see what’s been done and be able to review the changes. Unfortunately, this isn’t something most people will ever see — or want to read.”

Saving Services for the Disabled

He added that “ensuring there’s an accessibility blog about new features is important for users with disabilities. That’s a more inclusive way to communicate changes.”

It’s also vital to catch features that disappear through software regressions.

“We can’t assume the features we rely on today will be there tomorrow,” Gifford said. “Regressions do happen, and fixing them should be a top priority.”

Because the GARI database helps people find accessible features on their mobile devices in over 20 languages, it’s an easy way to check what a phone can really do.

A Wealth of Possibilities

“I realized that I am only using a fraction of what the device is capable of,” Lobnig said. “That’s the beauty of GARI’s feature listing — it gives you a view of more than 200 features. Then you can try what seems helpful to you.”

Not all features are available everywhere. “For those available only in certain regions, it depends on networks or local legislation,” she said.

Milliken said he likes that GARI lets users see which features are available by need and by country. “Features differ depending on where you are in the world,” he noted.

Ruh often recommends it to others. “It’s a brilliant tool for helping people — especially those new to disability or aging — understand what features are available and how to find them,” she said. “We need to amplify this resource.”

Santos agreed: “GARI’s database is an incredible resource for identifying accessibility features tailored to individual needs. If you haven’t used it yet, it’s worth exploring.”

Unforeseen Journeys

Each expert followed a different, sometimes unexpected, path into accessibility.

“You can only really learn sign language when you interact with the deaf community,” Lobnig said. “Once you get in touch with disability groups, the need for accessibility becomes obvious very quickly.”

Milliken’s path began in 2001, when a three-week job testing speech-recognition systems turned into a nine-year commitment.

“Whether it’s supporting a loved one, a career pivot or a passion for equity, every path adds value to the movement,” Santos said.

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For Ruh, the journey was deeply personal.

“My daughter, Sara, was born with Down syndrome,” she said. “That changed my life and led me into this work — building systems that include everyone. Tech must serve all of us.”

Gifford’s awareness started with friendship.

“I got to know someone with cerebral palsy in high school,” he said. “That made it easier to make friends with other people with disabilities in university, where I learned about disability rights.”

Ironing Out Functions

When asked whether large manufacturers are making more intentional accessibility investments or if innovation is shifting to smaller players, Lobnig said it’s a mix.

“Big manufacturers are improving incrementally, building on what they already have, while smaller players may come up with something no one has thought of before,” she said.

Gifford sees progress across the board. “More players of all sizes are beginning to take digital accessibility seriously,” he said. “But it can never be assumed, even from the biggest companies.”

Show the World That Humans Matter

Milliken added that accessibility should get the same attention as security or functionality. “Companies make real progress when they evolve from DevSecOps — a development model that integrates security and operations — to DevSecAxOps, which adds accessibility as a built-in part of every stage of software design and testing,” he said.

Ruh agreed that both large and small players are vital. “True progress requires both scale and heart,” she said. “Let’s encourage partnerships that move us forward.”

“Large manufacturers are making strides, often driven by regulation and consumer demand,” Santos added. “Smaller players lead with niche innovations. Collaboration between the two is essential.”

Fighting DEI Headwinds

Some fear accessibility is losing traction amid diversity, equity and inclusion backlash.

“Accessibility is becoming more resilient as advocates push for systemic change,” Santos said. “While DEI backlash is concerning, accessibility is increasingly recognized as a legal and ethical imperative.”

Lobnig agreed, noting that “accessibility is well anchored in law now. The European Accessibility Act sets out clear technical requirements for devices and services, with knock-on effects in other regions.

“Disability doesn’t discriminate by age, politics or race,” she said. “Knowing it might affect all of us helps defend accessibility.”

Milliken added that accessibility remains distinct. “While the A for accessibility may have been spliced onto the DEI acronym, it’s a topic in its own right with unique legal and technical standards,” he said.

Ruh summed it up: “Accessibility is becoming more focused — even amid backlash. The work is evolving and getting smarter.”

Supporting the People Inside

Ruh emphasized that internal advocates need allies, not critics.

“Inside big tech are people fighting for accessibility every single day,” she said. “They need external allies to help create internal change. Collaboration, not criticism.”

Milliken urged empathy: “Support accessibility teams. When colleagues make missteps, constructive feedback is far better than pile-ons — they’re probably already working to fix it.”

Gifford said progress requires the right incentives. “It starts with procurement. How do we make sure people inside organizations are rewarded for caring about accessibility?”

Empower Vision Through Innovation

That could include bonuses, leadership accountability, and continuous training, he said.

“Supporting internal advocates means amplifying their voices, celebrating wins and offering constructive feedback,” Santos said. “Advocacy is a team effort, and systemic change takes time.”

As Lobnig put it, “We’re there for those who need support — offering solid economic arguments and practical solutions. It’s important to consider everyone, but even first steps in the right direction count.”