In an increasingly digital world, user experience (UX) design holds immense power: it can either foster inclusion or deepen inequities. Unfortunately, too many products and services fail to meet the diverse needs of their users, often marginalizing groups such as people with disabilities, non-native speakers, the elderly, and those with low-income or limited digital literacy. These shortcomings in UX design are not just oversights—they reflect a systemic issue within the industry.
The digital divide already separates those with access to technology from those without, but poor UX exacerbates this gap. According to the World Health Organization, over 1 billion people worldwide live with some form of disability, yet only 3% of websites meet accessibility standards. As the internet becomes a vital tool for education, employment, and healthcare, failing to design inclusively denies millions the opportunity to fully participate in society.
This article explores why bad UX perpetuates inequity, critiques current industry shortcomings, and outlines best practices for creating accessible, inclusive designs that serve everyone.
The Cost of Bad UX: Who Is Left Behind?
Marginalized Groups and the Impact of Poor Design
Bad UX disproportionately affects traditionally marginalized groups. People with disabilities face significant barriers to using digital products when designs fail to include basic accessibility features. For instance, a lack of screen reader compatibility can render a website unusable for blind users, while low-contrast text excludes those with visual impairments.
The elderly, often overlooked in user research, also struggle with overly complex navigation, small fonts, and interfaces designed without their needs in mind. With 1 in 6 people projected to be over 60 by 2030 (United Nations), this oversight represents a massive lost opportunity to engage a growing demographic.
Low-income users and those in underserved areas face another layer of exclusion. Many designs assume access to high-end devices or fast internet, ignoring users on older hardware or slow connections. Research from Pew (2021) found that 15% of Americans rely solely on smartphones for internet access, and many are priced out of expensive upgrades.
Finally, users with low digital literacy or non-native language speakers are often marginalized when products are built with assumptions about familiarity with technology or fail to offer multilingual support. Poorly localized designs can alienate global audiences, with 40% of users reporting they will not engage with a website that is not in their native language (CSA Research, 2020).
Industry Shortcomings: Why the Gap Persists
Accessibility as an Afterthought
Despite growing awareness, accessibility remains an afterthought in many design processes. A WebAIM study (2023) found that 96.3% of the top one million homepages had detectable WCAG 2.0 failures. These failures often stem from treating accessibility as a compliance checkbox rather than a core design principle.
Many organizations still rely on retrofitting accessibility late in the process, which is more expensive and less effective than designing inclusively from the start. This reactive approach reflects a lack of prioritization and investment in inclusive design expertise.
Lack of Diverse User Research
Another major shortcoming is the limited scope of user research. Personas and usability tests frequently exclude marginalized groups, resulting in designs that cater to a narrow, privileged audience. When research fails to consider users with disabilities, older adults, or those in low-resource settings, the resulting products reflect those blind spots.
Overemphasis on Aesthetic Trends
The industry’s fixation on aesthetic trends, such as minimalism or "flat design," often undermines usability. Low-contrast color schemes and ambiguous iconography may look sleek but create usability barriers for many users. This trend prioritizes style over substance, leaving behind those who rely on clarity and functionality.
Best Practices for Inclusive UX Design
Start with Accessibility
Designing for accessibility from the outset ensures that all users can engage with your product. Adhere to established guidelines such as the Web Content Accessibility Guidelines (WCAG), which offer clear standards for making digital experiences accessible. Small changes, such as providing alt text for images, ensuring proper color contrast, and enabling keyboard navigation, can make a significant difference.
Conduct Inclusive Research
Involve diverse user groups in your research and testing. Include people with disabilities, older adults, and non-native speakers to ensure their needs are represented. Use empathy-building tools like accessibility simulations and interviews to gain insights into their experiences.
Optimize for Low-Resource Settings
Design with constraints in mind. Optimize performance for slower internet speeds and older devices. Lightweight interfaces and adaptive designs ensure your product works for users regardless of their resources.
Emphasize Localization and Plain Language
Offer multilingual support and prioritize plain, straightforward language. According to W3Techs (2023), only 43% of websites are in English, despite its global dominance. Adapting to users' languages and cultural contexts broadens accessibility and engagement.
Train and Educate Teams
Empower teams with the knowledge to design inclusively. Conduct workshops on accessibility, host user testing sessions with marginalized groups, and incorporate inclusive design principles into your workflows.
Call to Action: Bridging the Divide
The UX industry must evolve to address these shortcomings. Inclusive design is not optional—it’s a moral and business imperative. By designing for the margins, we create better experiences for everyone. Consider this a call to action for teams:
Integrate accessibility into every stage of the design process.
Invest in diverse user research and testing.
Advocate for inclusive design as a strategic priority.
As designers, developers, and product teams, we hold the responsibility—and the opportunity—to bridge the digital divide. Let’s create technology that empowers, not excludes, ensuring that no one is left behind in the digital age.
Sources:
WebAIM: "The WebAIM Million" (2023)
Pew Research Center: "Internet Access in America" (2021)
CSA Research: "The Impact of Language on Digital Engagement" (2020)
United Nations: "Global Aging Report" (2021)
W3Techs: "Global Website Language Statistics" (2023)