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Home Blog What is ADA Compliance?
“When discussing accessibility, it is easy to reduce the conversation to checklists, technical requirements, or legal obligations. But at its heart, accessibility is about people.” – Mike Buckley, CEO, Be My Eyes
September 23, 2025
It is about ensuring that every individual can participate in society with independence, dignity, and equal opportunity.
That is why accessibility matters, and why it should be at the center of how businesses think about their services.
Disabilities can be visible or invisible, and they can be temporary or permanent. They include mobility, blindness, low vision, deafness, hearing loss, cognitive differences, and many others.
In an era where digital platforms dominate commerce, communication, and everyday life, the stakes are higher than ever.
For many businesses, the first customer interaction happens online. If a website is not accessible with a screen reader, if a checkout form cannot be navigated with a keyboard, or if videos do not include captions, those customers are effectively locked out.
In this blog, we explore ADA compliance, what it looks like in practice and how to get started.
The Americans with Disabilities Act (ADA) was signed into law in 1990 as a landmark piece of civil rights legislation.
The ADA prohibits discrimination against individuals with disabilities across almost every area of public life, including employment, education, transportation, government programs, and places of public accommodation.
The spirit of the law is simple: people with disabilities should have the same rights and opportunities as everyone else.
For businesses, two specific sections of the ADA are most relevant.
Although the ADA does not explicitly mention the internet (the law predates the digital revolution), courts and the Department of Justice have made it clear that online services are considered extensions of public accommodations.
In practice, that means a business website or e-commerce platform is just as subject to accessibility requirements as a physical storefront. If people with disabilities cannot use your website or app to access goods and services, your business may be out of compliance.
ADA compliance takes many different forms depending on the nature of your business.
In the digital realm, the primary benchmark for accessibility is the Web Content Accessibility Guidelines. These guidelines are built around four key principles: content must be perceivable, operable, understandable, and robust. Learn more about making your website accessible for blind and low-vision consumers here: https://www.bemyeyes.com/business/blog/how-to-make-your-website-accessible-for-blind-and-low-vision-users/
In physical spaces, ADA compliance involves features like ramps, elevators, accessible restrooms, tactile signage, and adequate parking spaces. These elements are necessities that allow people with disabilities to enter, move through, and safely use facilities.
Customer service is another area where compliance matters.
78% of customers have backed out of a purchase due to a poor customer experience. (Glance)
Even if your website and buildings are accessible, the way your staff communicates with customers can make or break the experience.
Offering multiple ways to get in touch, such as text chat, phone with relay services, or video calls with support for those who are blind or have low-vision, or sign language interpretation ensures that customers are not excluded.
For many businesses, the first encounter with ADA compliance comes from a legal standpoint.
Maybe it is the news of another company being sued for having an inaccessible website, or maybe it is the realization that a new building must meet ADA design standards. While the legal risks of noncompliance are real, the law should not be the only motivation.
There is also a clear moral responsibility.
Ensuring accessibility is about equity and fairness. Excluding people with disabilities from everyday experiences is no different from excluding them based on race, gender, or age. When businesses treat accessibility as a moral imperative, they move from doing the minimum to creating truly inclusive experiences.
Accessibility also brings a strong business case.
Disabled consumers represent $1.9 trillion in annual disposable income – The Return on Disability Report
When you consider the spending power of their families and friends, the potential market grows even larger.
By prioritizing accessibility, businesses create solutions that improve usability for all customers, not just specific disabilities.
While compliance provides the baseline, innovation defines the future of accessibility. This is an area Be My Eyes helps businesses such as Microsoft, Sky and Sony to excel in.
Our customer accessibility management (CAM) solutions include Service AI, Service Connect and Service Directory.
Businesses that embrace this kind of innovation position themselves as leaders, not just rule-followers.
For businesses new to accessibility, the journey can seem daunting. But like any transformation, it begins with concrete steps.
The first step is to conduct an accessibility audit. This involves reviewing both your physical and digital environments. On the digital side, automated tools can identify common errors such as missing alt text or insufficient color contrast, but human testing, particularly with access technologies, is essential to catch real-world barriers.
Once you have a clear picture of where gaps exist, the next step is to prioritize digital channels and customer service. Websites, apps, and support systems are the front doors of modern business, and ensuring they are accessible delivers immediate impact. Investing here demonstrates commitment and builds trust.
At the same time, staff training cannot be overlooked. Accessibility is not just the responsibility of IT or facilities teams; it is a company-wide mindset. Training frontline staff to communicate respectfully with customers who have disabilities ensures that inclusivity extends beyond technical compliance.
Finally, businesses must view accessibility as an ongoing process, not a one-time project. Standards evolve, technologies change, and customer needs shift. Creating and implementing your internal accessibility standards will make compliance and maintenance of all your digital assets routine, understood and appreciated by staff and customers alike.
