Accessibility by Design: Embedding Inclusion in Digital Transformation

At Publicis Sapient, we believe that digital transformation is not just about technology—it’s about people. Accessibility is a fundamental human right, ensuring that everyone, regardless of ability, can participate fully in the digital world. As Alison Walden, VP of Technology & Accessibility Lead at Publicis Sapient, puts it: “When we make a digital experience accessible, it improves it for all audiences.”

Yet, the reality is stark: over 96% of websites have accessibility issues, leaving more than a billion people with permanent disabilities—and countless more with temporary or situational needs—at a disadvantage. Accessibility is not a niche concern; it’s a cross-sector imperative that touches every industry, every organization, and every individual. Embedding accessibility from day one is not only the right thing to do, but it also unlocks business value, drives innovation, and builds trust with customers and communities.

The Societal and Business Benefits of Accessible Digital Experiences

Accessible digital experiences are transformative. They:

Expand market reach by including people with disabilities, aging populations, and those with situational limitations.
Enhance usability for all users, making digital products more intuitive and effective.
Drive operational efficiency by reducing the need for costly retrofits and support interventions.
Strengthen brand reputation as organizations demonstrate a genuine commitment to inclusion and social responsibility.
Foster innovation by challenging teams to think creatively about how people interact with technology.

But the impact goes even deeper. Accessible digital solutions can be a lifeline for those at risk of falling through the cracks. During the COVID-19 pandemic, for example, Publicis Sapient partnered with agencies in North Carolina to build a cloud-based portal for emergency rental assistance. The result: $75 million in rent relief delivered in a single year, keeping more than 11,000 families in their homes. By making the application process accessible from any device, at any time, the program ensured that help reached those who needed it most—quickly and equitably.

Similarly, in the justice system, Publicis Sapient’s work with the Los Angeles County Public Defender’s Office digitized over 160 million court records, enabling attorneys to access client information instantly and advocate more effectively for alternatives to incarceration. This shift from a case-centric to a people-centric approach is only possible when accessibility and inclusion are embedded in the design of digital systems.

Embedding Accessibility from Day One: Actionable Steps

Despite the clear benefits, many organizations struggle to make accessibility a core part of their digital strategy. The reasons are complex: increasing digital complexity, lack of awareness, and insufficient training. But there are practical steps every organization can take to embed inclusion from the outset:

Build Diverse Teams: Include people with disabilities in the creation of digital experiences. Their lived experience brings invaluable insight and helps avoid unintentional barriers.
Invest in Training: Ensure that designers, developers, and product owners are educated on accessibility best practices. As Alison Walden notes, “Training courses in universities and colleges have not caught up to digital accessibility.” Ongoing education is essential.
Adopt an Accessibility-First Mindset: Make accessibility a non-negotiable requirement from the start of every project. Don’t tack it on at the end—bake it into your processes, tools, and culture.
Leverage Inclusive Design Principles: Go beyond compliance. Use human-centered design to create experiences that are flexible, adaptable, and welcoming to all users.
Test with Real Users: Involve people with a range of abilities in usability testing. Their feedback will surface issues that automated tools might miss.
Measure and Iterate: Accessibility is a journey, not a destination. Continuously monitor, test, and improve your digital products to keep pace with evolving standards and user needs.

Real-World Impact: Stories of Inclusion

The power of accessible digital transformation is best seen in the stories of those it serves. In North Carolina, a single mother facing eviction found hope through an accessible online portal. In Los Angeles, a man with developmental disabilities received holistic legal support thanks to a digital case management system. In rural America, patients gained access to healthcare providers through modernized, accessible platforms.

These are not isolated cases—they are proof that when accessibility is prioritized, digital transformation delivers on its promise of equity, dignity, and opportunity for all.

Our Philosophy: Accessibility as a Catalyst for Change

At Publicis Sapient, accessibility is not an afterthought—it’s a core value. We approach every project with a commitment to:

Human-centered design that puts people first
Agile, cross-functional teams that iterate and learn
Robust data management to inform inclusive policy and resource allocation
Partnerships that amplify impact across sectors

As Teresa Barreira, EVP/Global Chief Marketing and Communications Officer, affirms: “Accessibility is a human right. It’s something that has to be embedded into every company. That’s really a mindset, and it has to be top down.”

Ready to Embed Inclusion in Your Digital Transformation?