Most of what I write focuses on the current state of digital accessibility—what's improving, what's still broken, and how those changes affect people like me who rely on screen readers. As someone who is blind and uses assistive technology every day, I strive to share what's happening on the ground, based on my real-life experiences.
In this post, part of the UsableNet 25th anniversary series, I'm taking a look at where things stand in 2025. I'll discuss the areas that have improved—such as online shopping, banking, and social media—and the ones that still make it challenging to perform basic tasks, including travel, healthcare, and mobile apps. I hope that by sharing what works and what doesn't, I can help paint a clearer picture of the digital world as it stands today.
Where Digital Accessibility Has Improved: Real-World Progress in E-Commerce, Banking, and Social Media
I have personally observed significant improvements in accessibility in several areas over the past few years. One primary industry that has drastically improved its accessibility is online retail. Although I still have issues, as evidenced in my blogs, the number of accessible e-commerce websites appears to be steadily increasing. Many companies are now investing in solutions tailored for e-commerce accessibility, making the shopping experience more inclusive for people with disabilities.
I can recall only a few years ago when the COVID-19 pandemic forced e-commerce into the forefront of retail. I often struggled as I tried to shift my shopping habits toward a fully digital approach. Only a few select online retailers met my needs in terms of accessibility and usability.
This lack of accessible online shopping options often left me feeling excluded and shut out of the expansive world of digital retail. The primary factors contributing to my difficulties were deficiencies in button labeling and navigation issues—both of which I explore in more detail in this post on screen-reader-friendly button design and in my Screen Reader User's Guide.
Thankfully, online shopping has gotten a lot easier. I believe this to be a result of a combination of accessibility awareness campaigns, activism among affected disability groups, and more consistent and targeted enforcement of requirements. I have noticed the most improvement with smaller online retailers. While not all of these sites are accessible by a long shot, I have a much better experience than I did even a year ago.
This personal observation aligns with recent legal trends. According to UsableNet's 2025 mid-year accessibility lawsuit report, the number of small retailers with ADA lawsuits so far in 2025 is lower than in 2024.
Another area that has also seen significant improvement is online banking. As I became old enough to manage my finances, I was often discouraged by the difficulties I had when trying to use banking websites and mobile apps effectively. Just two years ago, in 2023, I wrote about the everyday challenges I faced as a blind online banking customer—issues like unlabeled buttons, poor app navigation, and inconsistent screen reader support.
Now, fast-forward five or six years later, and the three online banking services I depend on work very well for me. While not every aspect of the experience is perfect in terms of accessibility and usability, I can generally perform most online banking tasks easily and efficiently. This progress is vital, given that financial management is key to independence for individuals with disabilities, and it's encouraging to see more financial institutions investing in accessibility to support all customers.
A third area of technology use that has become considerably easier is social media. The platforms themselves have made their websites and apps more accessible in recent times. Navigating interfaces has become a much better experience. However, the accessibility of social media content and individual posts still needs to catch up. The accessibility of this material is determined by the creator of the content rather than by the platform developers.
While it has become much easier to navigate social media sites and interact with interface elements, such as navigation bar buttons and post draft creation menus, social media content itself is often still inaccessible. That said, social media as a whole is far more accessible than it was in the past.
I touched on this briefly in my May blog post, where I reflected on what it was like to grow up with accessibility gaps—particularly in areas like social media.
Digital Accessibility Challenges in 2025: Travel, Healthcare, and Mobile Apps
As I evaluate the state of digital accessibility in mid-2025, a significant amount still needs improvement. The first that comes to mind is travel. Just a few weeks ago, I was trying to purchase plane tickets and reserve a hotel room and had an experience so poor in terms of accessibility that I had to give up and ask a sighted user for assistance. I am unsure what it is about the online travel booking industry that makes it so accessible. It is worsening over time and is currently a significant source of frustration for me. For a deeper look at these issues, see this blog on airline booking accessibility challenges.
Online healthcare management is a challenge. Every part of healthcare, except for in-person appointments themselves, is controlled digitally these days. Digital Accessibility in Healthcare means ensuring that every patient can access the care, resources, and information they need by prioritizing compliance with Section 508, WCAG, and ADA digital accessibility requirements.
Yet, I often have tremendous difficulty performing tasks such as scheduling appointments, completing and signing digital forms, and locating and viewing provider details, including insurance acceptance lists and hours of operation. Inaccessibility in healthcare is a significant problem because the ability to process and manage digital paperwork associated with modern healthcare is essential for maintaining maximum independence as a young blind individual.
For more, please read my blog on accessibility challenges in healthcare booking.
Finally, I would like to touch upon mobile accessibility as a whole. Mobile devices are the way of the future and are being used for so many digital tasks these days. I am increasingly likely to turn to my smartphone or tablet because of their portability, ease of use, and intuitive touch-based interfaces. I have unfortunately found that screen reader accessibility on mobile websites and in apps often suffers. This issue could be a result of the fact that touch-based screen readers are more complex and have additional input methods compared to traditional keyboard-only desktop readers. For a deeper look at ways developers can address these challenges, I recommend this blog on mobile app accessibility techniques.
About half of the apps on my phone right now do not work for me. I keep them around in the hope that software updates will bring accessibility improvements. Still, it doesn't seem that much is changing.
Why Digital Accessibility Starts with Understanding and Empathy
Most accessibility improvement begins with understanding. I believe that most companies are only now beginning to comprehend digital accessibility. Of course, I occasionally still get the old misinformed adage of "We Are A Fully Accessible Company, Elevators, Accessible Bathrooms, Braille Signs On Doors, ETC." I believe that institutions are now finally beginning to understand that accessibility encompasses more than just the design characteristics of a physical building. Accessibility is about creating both physical and digital experiences that are equally accessible to everyone.
This concept directly relates to my next point. When a digital experience works correctly, it is like a breath of fresh air. I feel included, cared about, and relieved. Due to past negative accessibility experiences, I often approach digital tasks with trepidation, caution, and a fair degree of uncertainty. "Will It Work For Me?" is the question that I ask myself almost every time. When the answer is yes, I experience a refreshing sense of ease and freedom that good accessibility and usability promote.
I will conclude by saying that the digital accessibility landscape is constantly evolving. Things are how they are today, but I have great hope for the future. As each company begins or continues to design for accessibility, it is essential to consider any improvements as more than just checking a box or creating a digital experience that complies with legal requirements. If you recall how positively accessible designs affect the lives of people with disabilities, it will help guide a humanistic approach that maximizes the effectiveness of the final result. Accessibility is our key to the digital world, and it remains valid only if it is accepted and embraced by every digital experience.
To reflect on how far we've come, explore UsableNet's 25-year journey in digital accessibility. To look ahead at where we're going, join our upcoming webinar on what's next in digital accessibility, featuring insights on AI, new global standards, and evolving compliance expectations.
