Across the world, many people are still unable to access many digital products and services. While generative AI (GenAI) can be used to customise interfaces for diverse user groups and bridge the digital access gap, GenAI alone will not automatically promote inclusivity. The implementation of inclusive design—rooted in an inclusive culture—is essential to building a fair society where everyone, regardless of their background or abilities, has equal access to digital services and opportunities.

This article offers practical advice and illustrative case studies to guide organizations on their journey towards adopting inclusive design practices and fostering inclusive cultures. By embracing these practices, organizations can contribute to a more equitable world, empower individuals, enhance business performance, and reduce reputational risks.

WHY GENAI ALONE CAN’T CLOSE THE DIGITAL ACCESS GAP

The digital access gap is a widespread issue globally. Historically, many of the digital services and products designed by our societies are not inclusive. Despite governmental efforts and regulations, a persistent access gap remains, resulting from inadequate inclusiveness in both public and private sectors. This results in diverse user groups being unable to optimally access services, while scarce design and technology specialists continuously try and fix solutions to make them accessible, placing metaphorical 'plasters' to websites and apps. Although compliance with regulations over time is somewhat achievable, transforming the global digital landscape into a universally accessible environment remains a formidable challenge. 

In the past, usability and user experience expert Jacob Nielsen, co-founder of the Nielsen Norman Group, discussed how AI could soon rescue diverse user groups (Nielsen, 2024). He envisions AI creating customized user interfaces for everyone, tailored to their specific needs. This concept is already being demonstrated by innovations in development and working digital solutions. However, the question remains: Can GenAI really close the digital access gap? 

It is becoming clear that GenAI alone will not inherently foster inclusiveness. Inclusive design (or inclusive culture) is crucial in building a fair society where everyone, regardless of background or abilities, has equal access to services and opportunities. Organizations creating products and services are responsible for steering modern technologies towards inclusivity to bridge the digital access gap.  

This article provides hands-on advice and example cases guiding organizations in the journey of adopting inclusive design practices and fostering inclusive cultures. By doing this, organizations can not only help build a more equitable world with autonomous individuals but also improve their business performance and mitigate reputational risks, increasing users’ loyalty and trust.