British businesses racing to embed artificial intelligence into their products risk leaving millions of disabled consumers behind unless they bring them into the design process from the outset, according to fresh research from the Business Disability Forum (BDF).
A poll of 1,032 disabled UK adults, conducted with Opinium, found that two in five (40%) believe designing, developing and testing AI products with disabled people is the single most effective way to make the technology genuinely accessible. The same survey identified more user-friendly interfaces (38%), better information about how AI can support disabled users (37%) and stronger onboarding support (36%) as further priorities.
For SMEs in particular, many of whom are weighing how, and how quickly, to integrate AI into customer-facing tools, the findings carry a clear commercial message. Roughly one in four people in the UK will experience disability at some point in their lifetime, representing a significant share of the consumer base and the workforce. Building products that fail to accommodate that audience is, increasingly, a competitive liability as well as an ethical one.
The research suggests considerable optimism about what the technology can deliver. More than a third of disabled adults said AI tools could help by improving communications (38%) and online experiences (34%). Other anticipated benefits included better access to healthcare information (33%), education (32%), digital content (32%), support for independent living (31%), improved customer experience (25%) and better access to employment (24%).
That optimism, however, is tempered by significant scepticism. One in five disabled UK adults (20%) said they did not believe AI products would help them at all, while a further 18% said they simply did not know, a sizeable trust gap that businesses will need to close if they want adoption to follow investment.
Support authors and subscribe to content
This is premium stuff. Subscribe to read the entire article.
