Build Solutions for EVERYONE

Inclusive tech starts with challenging the “default user” mindset

When we design digital solutions, the simplistic approach is often to start by defining user personas, a common practice in marketing and communications to help target the desired user base.

But one assumption shows up more often than we realise - the idea of a “default user”. In persona development, this is often the “primary user” or “ideal customer”, and it tends to reflect a narrow, able-bodied, neurotypical profile.

It’s rarely stated outright, but the “default user” persona is baked into countless design decisions, from navigation structures to colour contrast, from form fields to error messages.

The problem? That “default user” might not be very inclusive.

ABC News Australia’s recent explainer titled “Reframing Disability” outlined the difference between the medical and social models of disability, which offers a useful lens for thinking about how we approach technology solutions:

•  The medical model sees disability as a personal issue - something to be addressed or managed by the individual.
•  The social model reframes disability as a mismatch between people and their environment. It asks - What barriers are we building in, and how can we not do that right from the start?

In tech, this distinction is actually really important. If we design solutions for a narrow “default user”, we’re essentially saying disability is a “them” problem, and they’ll just have to adapt. Or we end up trying to retrofit accessibility after the fact, which is often inefficient, expensive and incomplete.

Those who know me, know I love a good car analogy so here goes: it’s a bit like designing a car with no seatbelts or child seat anchor points, then trying to add them later. It can be done, but its harder, more expensive, and the outcome is rarely as good. A better approach is to think about a wider audience and design a more inclusive solution right from the beginning.

In digital projects, accessibility shouldn’t be an add-on. It’s a strategic choice - one that reflects our values as technologists, consultants and communicators. With The Future Is Accessible, we’ve tried to deliver a website solution that not only supports accessible browsing, but also enables contributors to create and manage content independently. From platform selection to theme choice and plugin configuration, every decision was made with inclusion in mind. We’re still learning, but the goal remains clear: build with accessibility at the core, not as an afterthought.

Let’s stop designing for a mythical “default” user. Let’s adopt the social model - and build for everyone.

This article was first published on TheFutureIsAccessible.au