Digital Inclusivity: Serving Users of All Ages & Abilities
By Anna Edstedt
There’s something uncomfortable that needs to be said about the tech industry: for too long, we’ve built systems for the “average” user.
But what does that even mean?
When we assume everyone is young, sighted, fluent in English, digitally literate, or using the latest devices—we exclude far more people than we realise. And in countries like Sweden, where digital services are increasingly replacing physical ones, inclusivity isn't just a nice-to-have. It’s urgent.
At Consid, we’ve spent years trying to move past assumptions. And we’re still learning. But the shift toward digital inclusivity—designing systems that work for people of all ages and abilities—is one of the most meaningful changes in how we work.
Not Just Accessibility—Actual Inclusion
There’s a difference between complying with accessibility checklists and thinking inclusively from the start.
It’s one thing to make sure a screen reader works. It’s another to ask: will this service make sense to a 75-year-old who’s never used a smartphone? Or to a teenager with dyslexia? Or someone navigating a site with limited motor control?
We’ve seen websites that technically “pass” accessibility audits—yet still confuse users because of poor layout, unclear wording, or overwhelming interfaces.
Digital inclusivity requires more than compliance. It requires empathy.
Real People, Real Challenges
Take one of our public sector projects involving appointment booking for municipal services. Sounds simple, right?
But during testing, we noticed:
Older users were confused by calendar dropdowns.
People with visual impairments couldn’t tell which times were available.
Users with anxiety felt rushed by session timeouts.
These weren’t edge cases. They were real users. And when we adjusted the design—larger buttons, clearer feedback, a “slow mode” option—the completion rate jumped significantly. Not just for “vulnerable” groups. For everyone.
Because, as it turns out, inclusive design benefits all users.
Multilingual Interfaces Aren’t Optional
Sweden is increasingly diverse. Yet many digital platforms still offer content only in Swedish. Some provide English as a backup—but what about Arabic? Somali? Ukrainian?
We’ve partnered with clients to embed machine translation tools, yes—but also to write with simpler language. To offer help via icons and video. To design for understanding, not just fluency.
Inclusivity isn’t just about disabilities. It’s also about culture, literacy, and context.
Tools That Help (But Don’t Solve Everything)
We use tools like:
WCAG checkers
VoiceOver and NVDA testing
Contrast analyzers
Keyboard-only navigation simulations
These are useful. But they don’t replace user testing. And they definitely don’t replace sitting down with someone who says, “I can’t figure this out,” and watching where they struggle.
Sometimes, you need to hear the frustration to really understand it.
Designing With, Not For
One shift we’re making internally at Consid is to include more co-creation in our discovery process.
That means:
Inviting users with disabilities into early design reviews.
Testing prototypes in senior centres or community spaces.
Encouraging feedback even after launch, and acting on it.
It’s slower. It’s messier. But it’s better.
Because when you build with people, not just for them, the end result feels more human. More respectful. More useful.
The Bigger Conversation
As we prepare for the 2025 Go Global Awards in London—where Consid is proud to be a nominee—we’re reflecting on what it means to build technology that genuinely serves everyone.
This event, hosted by the International Trade Council, isn’t just about accolades. It’s a gathering of companies that see innovation as a force for good. And that includes pushing for more inclusive design—globally.
It’s a conversation we’re honoured to be part of. And one we’re committed to continuing, long after the awards are over.
Final Thought
Inclusivity isn’t a feature. It’s a mindset.
At Consid, we don’t always get it right on the first try. But we keep trying. We keep asking who’s being left out—and how we can bring them in.
Because in the end, a digital service is only as good as its ability to be used. By everyone.