Inaccessible Designs Leave Two-Thirds of UK Adults Feeling Excluded

Samsung Electronics Co., (UK) Ltd research reveals that inaccessible designs are excluding millions of consumers from products, services and experiences in the UK.

The study, conducted by Samsung UK and OnePoll, surveyed 1,000 UK adults with invisible and visible disabilities and reveals that over two-thirds (68%) have felt excluded from products or services due to accessibility issues.

Over half of the respondents (55%) don’t believe mainstream brands are invested enough in making products that cater to individual needs, while ​54% don’t think companies have an understanding of which accessibility features are important for consumers with disabilities.

Brands are missing a trick here, as the spending power of disabled people and their households – known as the purple pound - is estimated to be worth a staggering £274 billion a year[1].

80% claim major national and international brands could be missing out on millions by not thinking about inclusive design for consumers with disabilities. It also emerged that 72% of consumers surveyed have abandoned a purchase due to a product's lack of accessibility. On the other hand, over half (56%) are willing to pay more if they find a fully accessible product.

Greater accessibility also opens the door to loyal customers, as three quarters (76%) of consumers admit they would stay loyal to companies who offer a good range of accessible options.

Katharina Mayer, head of lifeStyle Lab Europe, at Samsung said, “This research has highlighted the huge opportunity for brands to better understand the accessibility needs of consumers to provide greater access for people with disabilities in the UK. Companies are rarely able to test their ideas with diverse people with different needs, but this is a must. It’s time to re-write this narrative. When designers consider varied needs from the beginning, they don’t just serve people with disabilities – they create solutions that benefit everyone and that is the approach we take to inclusive design at Samsung. This is a foundation of good design that led to our enhanced design principles, which we developed in Project INKlusion”.

Project INKlusion was created by Samsung as a collaborative project aimed at enhancing inclusive design. Samsung spoke with design leaders and over five hundred members of Samsung’s Global Employee Resource Groups to understand the challenges within current products and solutions and find creative ways to address them together with leading design experts. The four DEI design principles and practice include:

1. Stay Curious – create joy through play, learning and growing

2. Challenge Assumptions – deconstruct the ‘normal’, solve problems not people

3. Celebrate Diversity – amplify diverse stories: represent real life

4. Be the Change – create with, not for; expand beyond the individual

But there’s still work to be done. When it comes to online shopping, 80% struggle with websites that are not optimised for accessibility. Issues include, poorly designed checkout process (30%), lack of text descriptions for images (22%) and inaccessible website navigation (20%). 

Consumers also identified the most challenging everyday experiences due to poor accessibility as retail store layouts (24%), followed by food packaging (22%) and clothing (21%).  

Promisingly, technology is paving the way for accessible design. The top tech innovations for people with a disability were named as virtual assistants, smart home devices and wearable devices for health monitoring.

Samsung is committed to advancing accessibility in technology, from ensuring all mobile and TV screens have accessible voice and caption tools. Our wearables have vision accessibility features for those who find screen size challenging, and our Galaxy Ring passively tracks body metrics.  Alongside this, hearing enhancements, voice feedback and Braille labels exist across Samsung’s range of smart appliances.

Ben Evans, director of London Design Festival said, “Accessibility in design is not just a feature; it's an essential foundation for a truly inclusive world. At London Design Festival, we believe that great design serves everyone, regardless of ability, background, or circumstance. Design should be a bridge that connects people, not a barrier. It’s clear from Samsung’s research, that there is still work to be done, and we must continue to showcase a wide breadth of spaces, products, and systems that promote inclusive design and encourage innovation and creativity”.

Amy Francis-Smith RIBA, architect and accessible design specialist said, “The tech sector has long been a pioneer in empowering disabled individuals and creating transformative innovations that simplify life for us all - like voice recognition software, electric toothbrushes and keyboards. Yet, with over half of consumers questioning mainstream brands' commitment to accessibility, advocates like Samsung championing this cause are more vital than ever. By prioritising inclusivity through empathetic design and considerate practices, we can set a new standard that fosters a more inclusive tech industry - and a more accessible society - for everyone.”

To learn more about Samsung’s accessibility features, please visit here.