Accessible by Design: Making Regulated Customer Journeys Work for Disabled People, Diane Lightfoot, BDF (#37)

<p>For regulated organisations, accessibility is part of whether a journey works in practice. It shapes how clearly customers can move through each step, complete key tasks, and get the support they need.</p><p>When disabled customers cannot read, navigate, verify, recover, or get help in the way that works for them, the service creates unnecessary barriers and falls short of basic usability.</p><p>In this episode of Regulated Digital, <a href="https://uk.linkedin.com/in/diane-lightfoot" target="_blank" rel="noopener"><strong>Diane Lightfoot</strong></a>, CEO of <a href="https://businessdisabilityforum.org.uk/" target="_blank" rel="noopener"><strong>Business Disability Forum</strong></a>, explains why disabled customers still face avoidable barriers in communications, service design, and customer support, and what firms in regulated sectors can do differently.</p><p>The central takeaway is simple: build for choice, clarity, and real-world use from the start, and you reduce friction for disabled customers, lower the cost of retrofitting, and create journeys that work better for everyone.</p><p>Learn more on our website: https://www.beyondencryption.com/blog/accessible-journeys-disabled-people</p>