Define the scope
Agree the experience, priority tasks, audiences and questions.
Accessibility & Inclusion
Understand who your experience leaves out, where barriers arise and what your team can improve.
Inclusive & Cross-Market Experiences
Understand who your experience leaves out.
An experience may work for one person and prevent another from completing the same goal. Accessibility and inclusion research explores those differences with people whose needs are often missed. It helps your team understand barriers to finding information, making decisions, using controls and accessing support.
What we look at
Keyboard, screen reader and assistive tech paths- Cognitive and sensory load barriers
- Inclusive language and representation
- Access barriers on critical journeys
How we study it
- Recruitment matched to relevant access needs
- Assistive technology moderated tests
- Accessibility heuristic review
- Remediation priorities for design and engineering
Research focus
Where inclusion research can help
Use this research before launch, during redesign or when some people need extra help to access a service. Questions might involve completing a form with a screen reader, understanding instructions, navigating a physical location or moving from a digital channel to human support.
The scope can include websites, apps, internal tools, devices, communications, spaces and service journeys. Disability-related accessibility is a core focus. Broader inclusion questions may concern language, literacy, connectivity, affordability or digital confidence; these are defined separately so the study addresses the right barriers.
Research focus
Research with people, not assumptions
Recruitment reflects the experience and access needs being studied. Participants may include people with visual, hearing, mobility or cognitive access needs, using relevant devices and assistive technologies. One participant cannot represent everyone with the same disability, and a diagnosis alone does not describe how someone uses your service.
We discuss communication preferences, session arrangements and access requirements with participants. Suitable adjustments may include accessible consent material, breaks, alternative response formats or support-person arrangements. Recruitment feasibility and any specialist support are agreed before launch.
Our approach
Research grounded in evidence
UX Pacific helps you scope research around important journeys and relevant access needs. Findings connect participant experiences to practical priorities for product, content and service teams. A study can focus on one task or examine a broader experience across channels and markets.
From context to opportunity
Our research process
Review readiness
Check the research environment, known barriers and whether the experience supports the intended testing.
Plan inclusive participation
Recruit relevant participants and confirm accessible arrangements, consent and support.
Study real tasks
Observe attempts and explore participants’ explanations without coaching them toward a preferred answer.
Analyse barriers
Separate observed issues, reported needs and test limitations; assess impact and recovery options.
Prioritise and follow up
Discuss improvements, dependencies and appropriate retesting with your team.
The output
What your team can receive
Depending on scope, outputs can include task-level findings, prioritised barriers, supporting participant examples and recommendations for design, content and service delivery. Each finding explains the affected task, tested conditions and observed impact, with uncertainty kept visible.
Reports document participant coverage, test configurations, assistance and limitations. A findings discussion helps teams agree owners and next steps. Any technical evaluation report, remediation work or retesting is separately agreed; identifying a barrier does not mean its fix has been implemented or verified.
What we investigate
What we can investigate
Research can explore task completion, navigation, information clarity, error recovery and access to help. For digital experiences, relevant scenarios may involve keyboard navigation, screen readers, magnification or voice input. Devices, software versions and supported interactions are recorded so findings have a clear context.
For products, spaces and services, we can examine handling, wayfinding, communication and channel transitions within the agreed scope. Specialist safety, building or technical assessments are separate from user research and require appropriately qualified review.
Research focus
User research and accessibility evaluation
Research with disabled users helps explain real task experiences. A standards-based accessibility evaluation addresses conformance through a defined technical scope. These approaches complement each other: participant testing alone cannot establish that a website meets WCAG, and automated checks alone cannot assess every accessibility issue.
If you need a formal evaluation, agree the applicable standard, version, target level, coverage and specialist expertise separately. A heuristic review is not a conformance certification. Research findings do not constitute legal advice or a guarantee of compliance.
Global research
Cross-market and multi-channel inclusion
Access needs can interact with language, infrastructure, service availability and local expectations. Cross-market research uses shared questions while allowing appropriate local arrangements. We report which audiences and contexts were covered rather than assuming one market represents all users.
A journey may be accessible at one touchpoint and break at the next. We can investigate transitions such as online booking followed by a visit, or a failed self-service task followed by a support call. This helps identify where improvements require coordination between teams.
Research focus
Respectful research and confidentiality
Participants should understand what the study involves, how material will be used and their options to pause or stop. Collect only relevant personal information and agree recording, observer access and data handling. A support person’s involvement does not replace the participant’s own voice or consent.
Avoid treating difficulty as a participant failure. Research reports focus on barriers in the experience and practical support needs. Sensitive details and potentially identifying examples require careful handling, especially when reporting small groups.
Before we begin
Frequently asked questions
Yes, where it supports the question. A visual prototype may help explore language or structure but cannot demonstrate screen-reader compatibility if the required implementation is absent. We agree what can meaningfully be evaluated.
Scope can start with priority journeys and relevant audiences, then expand. Coverage is documented, and conclusions are limited to the needs and conditions studied. A narrow study should not be described as proving accessibility for everyone.
Your team can use the findings to plan changes and further evaluation. Retesting important fixes helps check whether barriers were addressed and whether new ones appeared. Accessibility and inclusion need continuing attention as experiences and user contexts change.
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Multi-country studies, localized usability testing, and market comparison research for products that must trav.
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Let us help shape the next step
Understand the barriers.
Create more inclusive experiences.
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