Choosing a provider is one of the most personal decisions in healthcare. Yet, one in five consumers abandon healthcare organizations due to poor digital experiences.

In our recent webinar “Reimagining Find Care: How AI is Transforming the Digital Healthcare Experience,” healthcare leaders explored how AI-powered search, recommendations, and personalization are redefining the “Find Care” experience. Hosts Tara Becker, Perficient principal of healthcare and life sciences, and Mike Raley, Coveo SVP of marketing, detailed why this matters more than ever for health systems seeking to grow, compete, and deliver better outcomes.

Below, we break down the most important takeaways from the session:

1. Find Care Is the New Front Door—and It Must Feel Like Commerce

Healthcare is increasingly judged by the same standards as consumer brands like Door Dash and Expedia. Patients expect to search, compare, and book appointments as easily as they would a hotel or a ride share.

Key Insights:

• Digital access is a revenue driver. A seamless Find Care experience builds trust, drives patient acquisition, and reduces leakage.
• Friction leads to churn. 41% of consumers consider switching providers if the digital experience doesn’t meet expectations.
• Convenience drives action. Patients want to search by criteria that matters to them—location, gender, language, availability—and they want to book instantly.

2. AI-Powered Search and Personalization Are Game-Changers

AI relevance platforms like Coveo are transforming how patients find care. By unifying content, provider data, and real-time intent signals, AI enables hyper-personalized, intuitive experiences.

What AI Enables:

• Smart search that understands intent. Patients can type “family doctor near me” and instantly see relevant, bookable options.
• Dynamic filtering and recommendations. AI surfaces providers based on availability, insurance, and patient preferences.
• Generative answers grounded in trusted content. Patients get accurate, contextual responses—without hallucinations.

3. Strategy First: Align Digital Investments with Business Outcomes

Technology alone isn’t enough. A successful Find Care transformation starts with a clear strategy aligned to organizational goals.

Strategic Best Practices:

• Define your North Star. Establish KPIs that serve as success criteria for your new Find Care experience and prioritize service lines (e.g., cardiology, oncology, primary care) that drive revenue and impact.
• Map patient journeys. Understand your personas (e.g., caregivers, chronic patients), their preferences, expectations, journeys, and friction points. Design a seamless experience that removes obstacles and guides healthcare consumers to conversion.
• Audit and optimize content. Ensure provider profiles are robust and updated. Service line pages need to be relevant, actionable, and conversion-focused.

4. Build a Scalable, Interoperable Tech Stack

Find Care must integrate seamlessly with your existing systems—EHR, CRM, DXP, and more. Flexibility and interoperability are key.

Technical Considerations:

• Platform-agnostic design. Because our AI-powered Find Care solution is DXP-agnostic, it can be tailored for your organization and preferred martech stack, whether that includes Adobe, Sitecore, Acquia, Optimizely, WordPress, etc.
• Unified data layer. Connect provider directories, appointment systems, and content repositories so the most relevant information is delivered to users.
• HIPAA-compliant AI. Ensure patient data is secure while delivering personalized experiences.

5. Measure What Matters: From Clicks to Conversions

Digital success must be measured in business terms—not just traffic. Establish an outcomes dashboard that ties digital engagement to revenue, access, and health outcomes—and report it to the C-suite.

Metrics That Matter:

• Appointment conversions and completions
• Search abandonment and content gaps
• Patient satisfaction and Net Promoter Score (NPS)
• Operational efficiency (e.g., reduced call volume, fewer no-shows)

6. Start Small, Scale Smart

You don’t need to do everything at once. Begin with priority, high-impact experiences and service lines, then iterate.

A Phased Approach:

• Phase 1: Define a patient-centric Find Care blueprint.
• Phase 2: Implement Coveo for a powerfully integrated, unified search experience.
• Phase 3: Launch online appointment scheduling for primary care and urgent care.
• Phase 4: Expand to specialty services and guided journeys.
• Phase 5: Layer in generative AI and conversational experiences.

Final Thought: Find Care Is Not Just a Feature—It’s a Strategic Imperative

In an increasingly competitive and crowded health care marketplace, Find Care is your digital front door, your commerce engine, and your trust builder. AI-powered experiences are no longer optional—they’re expected.

Healthcare leaders who invest in intelligent, patient-centric digital pathways will not only win market share—they’ll improve outcomes, reduce costs, and build lasting loyalty.

Ready to Reimagine Your Find Care Experience?

If you’re exploring how to modernize your digital front door, consider starting with a strategic assessment. Align your goals, audit your content, and evaluate your tech stack. The path to better outcomes starts with a smarter, simpler way to help patients find care.

We combine strategy, industry best practices, and technology expertise to deliver award-winning results for leading healthcare organizations.

• Business Transformation: Activate strategy for transformative outcomes and health experiences.
• Modernization: Maximize technology to drive health innovation, efficiency, and interoperability.
• Data + Analytics: Power enterprise agility and accelerate healthcare insights.
• Consumer Experience: Connect, ease, and elevate impactful health journeys.

Our approach to designing and implementing AI and machine learning (ML) solutions promotes secure and responsible adoption and ensures demonstrated and sustainable business value. We are one of a select group of Coveo Platinum partners helping brands design, architect, and implement modern intelligent search solutions that empower users to be more successful and deliver a winning customer experience.

Discover why we have been trusted by the 10 largest health systems and the 10 largest health insurers in the U.S.  Explore our healthcare expertise and contact us to learn more.

Global Accessibility Awareness Day (GAAD) is a crucial opportunity to highlight the importance of accessibility in pharmacies, ensuring that everyone, regardless of ability, can independently access medications, consultations, and essential health resources.

Pharmacies play a vital role in healthcare, and barriers to accessibility can directly impact health outcomes. Universal Design principles create inclusive pharmacy environments that benefit not only people with disabilities but also older adults, individuals recovering from injuries, and those navigating temporary or situational barriers.

Why GAAD Matters for Pharmacies

Ensuring Equitable Access to Medications

Pharmacies must be designed so that all customers can independently access their prescriptions, regardless of mobility, vision, hearing, or cognitive ability.

Common Barriers:

• High counters that make prescription pickup difficult for wheelchair users.
• Pharmacy labels with tiny, hard-to-read fonts, leading to medication errors.
• Non-accessible kiosks, requiring touchscreen navigation without voice or physical alternatives.

Universal Design Solutions:

• Lowered, adjustable counters that accommodate all users.
• Clear, large-print medication labels, with high-contrast text and braille options.
• Multi-mode kiosks, integrating voice controls, keyboard inputs, and physical buttons for accessibility.

Creating Barrier-Free Pharmacy Spaces

Common Barriers:

• Narrow aisles that restrict movement for individuals with mobility aids.
• Lack of automatic doors, making entry difficult for customers with limited dexterity.
• Insufficient seating areas, making it hard for older adults or those with disabilities to wait comfortably.

Universal Design Solutions:

• Wide aisles with clear navigation paths, ensuring smooth mobility.
• Motion-sensor automatic doors for effortless entry.
• Accessible seating areas, ensuring people can wait comfortably without strain.

Digital Accessibility in Online Pharmacy Services

Common Barriers:

• Websites that lack compatibility with screen readers.
• Prescription refill processes that require fine motor skills, excluding customers with mobility impairments.
• Telehealth platforms that do not provide captions, limiting access for deaf or hard-of-hearing patients.

Universal Design Solutions:

• WCAG-compliant pharmacy websites, ensuring text resizing, high contrast, and keyboard-friendly navigation.
• Adaptive prescription management platforms, offering options for voice activation, one-click refills, and accessible text formats.
• Inclusive telehealth services with captions, transcripts, and multilingual support.

Inclusive Customer Service Practices

Common Barriers:

• Pharmacists using complex medical jargon that can confuse customers.
• No availability of qualified interpreters, preventing clear communication.
• Pharmacy staff untrained in assisting individuals with accessibility needs.

Universal Design Solutions:

• Plain-language medication instructions, ensuring clarity for all.
• On-demand interpretation services, including sign language and multilingual options.
• Accessibility training for pharmacy employees, ensuring staff can support diverse customer needs.

GAAD reinforces the urgent need for accessible, barrier-free pharmacy services, ensuring everyone can manage their health independently and with dignity. By embracing Universal Design, pharmacies create equitable spaces where accessibility is the norm, not an afterthought.

Let’s celebrate GAAD by making pharmacies truly inclusive, for everyone, every day.

Global Accessibility Awareness Day (GAAD) serves as a wake-up call for healthcare providers, policymakers, and organizations to prioritize accessibility, not just as a legal requirement, but as a fundamental part of quality care. Universal Design principles ensure that healthcare settings, both physical and digital, serve all patients equitably.

Here’s a deeper exploration of why GAAD is especially critical for healthcare, how Universal Design transforms medical access, and what specific changes can make healthcare truly inclusive.

The Critical Role of GAAD in Healthcare

Digital Health Must Be Accessible

With telemedicine, online health portals, and AI-powered diagnostics becoming standard, GAAD reminds us that digital accessibility must be built into healthcare technology.

Barriers to Fix:

• Complex interfaces that aren’t compatible with assistive technologies like screen readers.
• Appointment booking tools that rely solely on mouse clicks, excluding keyboard-only users.
• Lab results and medical records locked in PDF formats that lack accessible tagging.

Solutions Through Universal Design:

• WCAG-compliant digital health records with proper contrast, text resizing, and alternative navigation modes.
• Multiple appointment scheduling options—voice-activated, keyboard-friendly, and screen-reader compatible.
• Accessible patient portals, ensuring all individuals can review test results and treatment plans without barriers.

Physical Accessibility in Medical Facilities

Healthcare facilities must be universally welcoming—from the moment a patient enters to their treatment experience. Poor accessibility can prevent people from getting care altogether.

Barriers to Fix:

• Exam tables too high for wheelchair users.
• Waiting rooms with narrow seating, making it difficult for individuals with mobility aids to sit comfortably.
• Lack of visual, auditory, and tactile signage, preventing independent navigation.

Solutions Through Universal Design:

• Adjustable-height examination tables, eliminating the need for transfers.
• Barrier-free waiting areas, including seating that accommodates wheelchairs, canes, and service animals.
• Multi-sensory wayfinding—raised-text signage, auditory announcements, and color-coded navigation paths for easy access.

Medication Access and Safety

Medications are essential for health, but poorly designed prescription labels, pharmacy spaces, and dispensing tools can create life-threatening challenges for individuals with disabilities. GAAD reinforces the need for barrier-free medication access.

Barriers to Fix:

• Tiny prescription labels, difficult to read for individuals with vision impairments.
• Touchscreen-only pharmacy kiosks, preventing non-touchscreen users from managing their medications.
• Complex prescription instructions, failing to provide alternatives like pictograms or audio-based directions.

Solutions Through Universal Design:

• Large-print labels, color-coded prescriptions, and braille options for equitable medication access.
• Multi-mode pharmacy kiosks, incorporating voice activation, keyboard navigation, and physical buttons.
• Clear, universally understandable instructions, using icons, plain language, and multilingual formats.

Inclusive Communication in Medical Settings

GAAD reminds healthcare providers that communication must be accessible for everyone, not just those who fit the traditional healthcare model. Many patients rely on alternative communication formats, including sign language, AAC devices, or simplified text.

Barriers to Fix:

• Phone-based appointment scheduling with no alternatives for deaf or nonverbal patients.
• Fast-paced medical discussions, making it difficult for individuals with cognitive impairments to process information.
• Lack of professional interpreters, leaving patients unable to communicate their needs accurately.

Solutions Through Universal Design:

• Live captioning and real-time transcription in healthcare discussions.
• Digital appointment management systems with chat-based scheduling and text-to-speech options.
• Certified medical interpreters in hospitals and clinics, ensuring equitable communication across languages and disabilities.

Equitable Emergency Care

GAAD challenges the healthcare industry to rethink emergency response, ensuring first responders, hospitals, and urgent care facilities are equipped to serve all patients effectively.

Barriers to Fix:

• Emergency alerts without accessible formats, excluding individuals who are blind or deaf.
• Lack of accessible evacuation routes in hospitals during emergencies.
• Medical intake forms requiring handwritten responses without digital alternatives.

Solutions Through Universal Design:

• Accessible emergency alert systems, including vibration-based, voice-enabled, and high-contrast notifications.
• Disaster preparedness plans that account for disabilities, ensuring evacuation routes are barrier-free.
• Multi-format medical intake options, including voice dictation, touchscreen entry, and physical paper alternatives.

GAAD isn’t just a reminder about accessibility, it’s a call to action. Healthcare must evolve to reflect real-world diversity, ensuring that every person receives quality care without unnecessary barriers.

By integrating Universal Design principles, healthcare providers not only comply with accessibility laws but ensure that dignity, respect, and equal access are guaranteed for all patients.

Let’s make healthcare truly accessible, not just today on GAAD, but every day.

Global Accessibility Awareness Day (GAAD) reminds us that accessibility is not just for some, it’s for everyone. A key Universal Design principle that embodies this idea is Equitable Use, ensuring that spaces, products, and services work for all people, regardless of ability, age, or background.

By prioritizing Equitable Use, we create environments that welcome, empower, and include individuals without requiring separate accommodations or specialized solutions. It’s about designing for everyone, from the start.

What is Equitable Use?

Equitable Use ensures that services and products are accessible to everyone in the same way, without discrimination or exclusion. Instead of creating alternative solutions for different groups, Universal Design makes accessibility built-in, seamless, and standard.

Why Equitable Use Matters for Everyone

Removes Barriers for All

• • Accessibility improvements—like curb ramps, touchless entry, and well-designed digital interfaces—help everyone, not just people with disabilities.

Encourages Independence

• • Designing for equitable access means individuals can navigate spaces, services, and technology without needing assistance, fostering confidence and autonomy.

Supports Aging and Temporary Disabilities

• • Whether recovering from an injury, aging, or carrying a stroller, equitable designs ensure continuous access for all.

Improves Everyday Usability

• • Digital platforms designed for equitable use—like clear navigation, adjustable font sizes, and voice controls—benefit all users, regardless of ability.

Promotes Inclusion in Public Spaces

• • Equitable Use ensures that everyone can engage with businesses, healthcare, education, and community services without barriers.

Equitable Use in especially Healthcare, Education, and Workspaces

Equitable Use ensures that everyone can access services without barriers or special accommodations. In healthcare, education, and workplaces, this principle is particularly vital—ensuring fair and inclusive participation for individuals of all abilities. Below are real-world examples of how Equitable Use is applied in these settings.

Healthcare

Accessible Patient Check-in Kiosks

• • Kiosks with touchscreen, voice activation, and keyboard inputs allow patients to check in using the method that works best for them, promoting independence.

Medication Packaging with Universal Design

• • Large-print labels, color-coded prescriptions, and braille options improve readability for individuals with low vision or cognitive disabilities.

Inclusive Examination Rooms

• • Adjustable-height exam tables, wide doorways, and space for wheelchairs ensure all patients receive care in the same way without needing special arrangements.

Digital Health Portals with Multiple Navigation Options

• • Healthcare websites and apps allow users to navigate by touch, voice commands, or keyboard shortcuts, making medical resources more accessible.

Flexible Pharmacy Pickup Options

• • Pharmacies offering drive-through, delivery, or in-store pickup ensure individuals with mobility limitations, transportation barriers, or chronic illnesses can access medications conveniently.

Education

Multi-format Learning Materials

• • Textbooks available in print, digital, audio, and braille ensure all students can engage with learning in their preferred format.

Flexible Classroom Seating and Layouts

• • Adjustable desks, standing desks, and accessible pathways ensure every student can comfortably and equitably participate.

Digital Accessibility in Online Learning Platforms

• • Captioned videos, text-to-speech options, and keyboard-friendly navigation make digital coursework equally accessible for all students.

Exam Accommodations Built into Standard Processes

• • Offering extended time, alternative test formats, and assistive technology ensures students don’t need to request special accommodations—they’re available for all.

Speech-to-Text and Visual Learning Tools

• • Interactive learning tools offer multiple ways to engage—from text-based materials to visual aids, voice commands, and hands-on learning experiences.

Workspaces

Height-Adjustable Workstations

• • Employees can work sitting or standing, benefiting individuals with mobility challenges or ergonomic preferences.

Digital Accessibility in Workplace Software

• • Screen reader compatibility, voice dictation, and customizable font sizes allow all employees to navigate workplace tools equally.

Universal Meeting Accessibility

• • Live captions, transcripts, and multiple communication options ensure that every participant—regardless of hearing, cognitive, or language differences—can fully engage.

Flexible Scheduling and Remote Work Options

• • Work-from-home or adjustable schedules support individuals with chronic conditions, caregiving responsibilities, or different productivity preferences.

Inclusive Hiring Processes

• • Job applications using plain language, multiple submission formats, and accessible digital platforms remove barriers for all candidates, ensuring equitable access.

Equitable Use in healthcare, education, and workspaces ensures that every individual has the opportunity to participate, thrive, and engage without needing special exceptions. By embracing this Universal Design principle, we remove barriers before they exist, fostering inclusion from the start.

Let’s commit to equitable design for each part and deep dive in our next instalment , stay in touch and not just today, but every day!

Global Accessibility Awareness Day (GAAD) is more than just a moment of reflection; it’s a call to action. This year, as we commit to Universal Design principles, we highlight Flexibility in Use, a key factor in ensuring accessibility for everyone, in every situation.

Universal Design is about creating environments, products, and services that adapt to individuals’ needs, rather than forcing people to adjust to rigid designs. Flexibility in Use ensures choice, adaptability, and personalization, making everyday interactions easier, regardless of ability, preference, or circumstance.

What is Flexibility in Use?

Flexibility in Use means designing products and spaces that accommodate a diverse range of individual abilities and preferences. It allows users to interact with tools and services in ways that suit them best, promoting independence and usability for all.

Why Flexibility in Use Matters for Everyone

Offers Multiple Ways to Engage

• • A well-designed service should allow users to navigate using touch, voice, keyboard shortcuts, or alternative assistive technologies—giving them control over how they interact.

Supports Aging Populations and Temporary Disabilities

• • Whether it’s due to aging, injury, or changing health conditions, people’s abilities evolve over time. Flexible designs ensure continued access without limitations.

Enhances Digital Accessibility

• • Websites and apps should allow for customizable settings, such as text resizing, alternative navigation modes, and multiple input methods—helping users interact in the way that works for them.

Encourages Inclusivity in Physical Spaces

• • Adjustable service counters, multiple seating options, and varied ways to complete transactions make physical environments easier for all users.

Makes Everyday Experiences More Adaptable

• • Providing multiple formats for information—such as text, audio, and video, ensures that all users can process content in their preferred way.

• Pharmacy Accessibility: Prescription refill kiosks that allow users to select touchscreen, voice command, or physical buttons, accommodating various needs.
• Online Services: Digital platforms with keyboard navigation, speech-to-text functionality, and user-customizable interfaces.
• Public Spaces: Adjustable-height checkout counters and multifunctional seating that fit diverse mobility requirements.
• Workplace Inclusion: Assistive tools like adjustable workstations, voice-controlled software, and flexible scheduling options that empower individuals across all abilities.

GAAD reminds us that accessibility is a daily commitment, and Flexibility in Use ensures that no one is forced to adapt to a rigid, one-size-fits-all design. By embedding flexibility into digital tools, healthcare services, and everyday interactions, we create a world where accessibility is seamless, natural, and universally beneficial.

Let’s make accessibility a choice, not a barrier. Flexibility empowers everyone, every day.

Global Accessibility Awareness Day (GAAD) reminds us that accessibility is not just about compliance, it’s about equity, dignity, and ease of use for all. A key Universal Design principle that aligns with GAAD’s mission is Low Physical Effort, ensuring that environments, products, and digital platforms require minimal strain for users to operate.

By embracing Low Physical Effort, we remove barriers for everyone, not just those with disabilities but also older adults, people recovering from injuries, parents carrying children, and even individuals navigating everyday tasks under challenging conditions.

What is Low Physical Effort?

Low Physical Effort means designing spaces, interfaces, and tools so that everyone can use them comfortably, efficiently, and with minimal fatigue. Whether it’s in a pharmacy, a website, or public transportation, this principle promotes ease and accessibility for all.

Why Low Physical Effort Matters for Everyone

Supports Individuals with Limited Mobility

• • Many people experience physical limitations due to disabilities, aging, chronic conditions, or temporary injuries. Designs that require less exertion ensure independence and reduce strain for all users.

Improves Everyday Convenience

• • Features such as automatic doors, ergonomic seating, and one-touch prescription refills make tasks easier—not just for people with disabilities but also for busy professionals, parents, and individuals carrying heavy bags.

Enhances Digital Accessibility

• • Websites and apps should be operable using simple actions like one-click selections, keyboard shortcuts, voice commands, and minimal scrolling—reducing effort and making platforms more inclusive.

Encourages Safer Environments

• • Public spaces with well-designed pathways, low-force buttons, and slip-resistant surfaces reduce accidents and fatigue, benefiting everyone from older adults to delivery workers.

Promotes Sustainable and Efficient Design

• • Accessible designs reduce unnecessary energy use, whether through ergonomic workspaces, motion-sensor lighting, or effortless medication retrieval systems, creating a more sustainable future.

• Pharmacy Accessibility: Prescription kiosks that require only light touch or voice activation instead of complex physical movements.
• Inclusive Public Spaces: Automatic doors, wide aisles, and seating that minimizes physical strain.
• Digital Accessibility: Websites and apps with keyboard navigation, speech-to-text features, and simplified checkout processes.
• Workplace Ergonomics: Adjustable desks, touch-free faucets, and chairs that require minimal effort to use.

GAAD reminds us that accessibility must be built into every aspect of life, and the Low Physical Effort principle ensures that every interaction, whether digital or physical., is smooth, effortless, and inclusive.

Let’s celebrate GAAD by designing for ease, independence, and dignity, because accessibility should be simple for everyone.

Global Accessibility Awareness Day (GAAD) is an annual reminder that accessibility must be prioritized, not just for compliance, but for inclusion and equity. One of the most critical Universal Design principles that aligns with GAAD’s mission is Tolerance for Error, ensuring that systems, environments, and digital experiences account for human mistakes, reducing risks while promoting independence.

By embracing Tolerance for Error, we can create safer, more forgiving, and more accessible spaces for everyone.

What is Tolerance for Error?

Tolerance for Error refers to designing systems and environments in ways that minimize the consequences of mistakes. Instead of penalizing users for errors, accessible design anticipates common missteps and provides safeguards that help people recover easily.

Why Tolerance for Error Matters for Everyone

Reduces Frustration and Enhances Confidence

• • Clear, forgiving interfaces—whether physical or digital—help users feel more comfortable, knowing that mistakes won’t result in irreversible consequences.

Improves Safety in Healthcare and Pharmacies

• • Medication packaging with distinct labeling, smart alerts for incorrect dosages, and built-in error detection reduce the risk of medical mistakes, saving lives.

Supports Cognitive and Learning Differences

• • Digital interfaces with undo buttons, editable forms, and confirmation prompts ensure individuals can fix mistakes easily, reducing anxiety for those with cognitive disabilities.

Makes Everyday Technology More User-Friendly

• • Autocorrect, password recovery, and multi-step verification help everyone, not just those with disabilities. These features anticipate errors and make digital services accessible to all.

Enhances Inclusivity in Public Spaces

• • Accessible wayfinding, intuitive signage, and adaptable seating options reduce barriers for individuals with mobility impairments, vision loss, or cognitive conditions.

 Tolerance for Error

• Digital Accessibility: Websites with easy navigation, undo options, and clear feedback for errors support inclusive online experiences.
• Medication Safety: Pharmacists use barcode scanning and alert systems to catch potential prescription errors before they reach patients.
• Public Space Design: Handrails, non-slip flooring, and rounded edges on furniture reduce risks of injury for everyone.
• Customer Service Support: Pharmacy apps and live chat platforms that offer clear recovery options, like the ability to edit orders before final submission, help users fix mistakes seamlessly.

As we celebrate GAAD, let’s take real action by integrating Tolerance for Error into our environments, workplaces, and digital services. Small adjustments, like designing forgiving interfaces, allowing easy mistake correction, and reducing risks, can transform accessibility from an accommodation into a standard practice.

Let’s commit to Universal Design every day, not just on GAAD, because accessibility benefits everyone.

As we recognize Global Accessibility Awareness Day (GAAD), we must go beyond awareness and take action toward lasting inclusivity. One of the most foundational principles of Universal Design is Equitable Use, ensuring that everyone, regardless of ability, has equal access to spaces, services, and technology. By embedding this principle in everyday life, we create environments that empower all individuals, not just those with disabilities.

What is Equitable Use?

Equitable Use ensures that products, services, and environments work for everyone in the same way, without requiring separate solutions or accommodations. It promotes fairness, inclusivity, and dignity, ensuring that all individuals can engage independently and without barriers.

Why Equitable Use Matters for Everyone

Removes Barriers for All

• • Accessibility benefits extend beyond people with disabilities, features like automatic doors, voice-activated controls, and clear signage improve usability for everyone.

Empowers Independence

• • Designing equitably means people can navigate spaces, services, and digital platforms without needing special assistance—fostering confidence and autonomy.

Encourages Social Inclusion

• • Equitable Use ensures that no one is excluded due to physical, cognitive, or sensory differences, leading to more diverse and welcoming communities.

Benefits Aging Populations

• • As people age, they experience changes in mobility, vision, and hearing. Equitable designs allow them to remain engaged in everyday activities without difficulty.

Supports Temporary Disabilities

• • Accessible features, such as ramps and one-handed controls, help individuals recovering from injuries or experiencing temporary limitations.

Enhances Business Success

• • Companies that implement Equitable Use principles create positive customer experiences, increasing trust, loyalty, and engagement across all demographics.

Real-World Examples of Equitable Use

• Accessible Pharmacy Counters: Designed at heights that accommodate both standing and seated customers.
• Digital Platforms with Screen Reader Compatibility: Ensuring websites and apps work seamlessly for users who rely on assistive technology.
• Inclusive Public Spaces: Ramps, automatic doors, and seating areas that support mobility for all individuals.
• Medication Packaging with Clear Labels: Large-print, high-contrast instructions that benefit older adults and individuals with visual impairments.

GAAD reminds us that awareness alone isn’t enough, we must commit to accessibility every day. Starting with Equitable Use, we can ensure fair and inclusive experiences for everyone, whether in healthcare, digital spaces, or public environments. Let’s take action today by advocating for Universal Design that serves all people because accessibility should be built-in, not an afterthought.

Let’s celebrate GAAD by making inclusivity an everyday priority!

Universal Design and Global Accessibility Awareness Day (GAAD) share a common goal: creating environments, products, and digital experiences that are accessible to all people, regardless of ability or background. While Universal Design provides a framework for inclusivity in physical and digital spaces, GAAD serves as an annual global event to raise awareness about accessibility, particularly in the digital world.

The Connection Between Universal Design and GAAD

Universal Design Sets the Foundation for Accessibility

• • Universal Design is a proactive approach that ensures accessibility from the start rather than as an afterthought. GAAD reinforces this by encouraging businesses, developers, and organizations to prioritize inclusive design in everything they create.

GAAD Amplifies the Need for Digital Accessibility

• • Universal Design applies to both physical and digital environments, but GAAD shines a spotlight on accessibility in the online world—websites, apps, social media, and digital services. The two work together to ensure equitable access in both physical and virtual spaces.

Both Promote Equity and Inclusion

• • The core mission of Universal Design is to eliminate barriers, ensuring that products and services work for everyone. GAAD raises awareness about those barriers—helping society recognize that accessibility is a human right, not just a convenience.

GAAD Inspires Action Toward Universal Design Standards

• • Universal Design offers practical solutions, such as accessible pharmacy layouts, adaptable digital platforms, and inclusive customer service policies. GAAD encourages companies to implement these principles, ensuring long-term improvements in accessibility.

Encouraging Compliance with Accessibility Standards

• • Universal Design aligns with accessibility regulations such as the Americans with Disabilities Act (ADA) and Web Content Accessibility Guidelines (WCAG). GAAD helps organizations understand why compliance with these standards is crucial, not just legally, but ethically.

Why This Connection Matters

Accessible Design Benefits Everyone

• • Many features inspired by Universal Design, such as voice assistants, high-contrast displays, and touchless services, are helpful not just for people with disabilities but for everyone.

Supporting Digital and Physical Inclusivity

• • GAAD encourages businesses to improve digital accessibility, while Universal Design ensures inclusivity in physical environments. Together, they create seamless experiences across all spaces.

Fostering a More Inclusive World

• • Universal Design removes barriers in everyday life, and GAAD drives awareness of those barriers, ensuring that inclusivity remains a priority in healthcare, education, employment, and technology.

Universal Design and GAAD work together to ensure accessibility is integrated into every aspect of life, from websites and apps to pharmacies, workplaces, and public spaces. By embracing Universal Design and recognizing GAAD’s message, we can create a future where everyone has equal access to information, services, and opportunities.

Let’s celebrate GAAD by committing to Universal Design principles every day.

Universal Design and Global Accessibility Awareness Day (GAAD) are deeply interconnected, both working toward a common goal: creating inclusive environments where everyone, regardless of ability, can participate fully and independently. While Universal Design provides the framework for accessible spaces, products, and services, GAAD serves as a global movement to raise awareness about accessibility, particularly in the digital world.

How Universal Design and GAAD Are Connected

Shared Mission of Inclusion

• • Universal Design ensures that environments, products, and technologies are accessible to all, while GAAD amplifies the importance of accessibility and encourages action. Together, they promote equity across physical and digital spaces.

Digital Accessibility as an Extension of Universal Design

• • Universal Design applies to everything—architecture, transportation, education, and digital platforms. GAAD focuses on the digital aspect, highlighting the need for websites, apps, and online tools to meet accessibility standards such as WCAG (Web Content Accessibility Guidelines).

Empowering Independence

• • Universal Design removes barriers in everyday life, ensuring equitable access to services, including healthcare, banking, and public spaces. GAAD reinforces the importance of digital independence, advocating for web and app designs that allow users to navigate without needing assistance.

Encouraging Innovation and Compliance

• • GAAD reminds businesses to prioritize accessibility in technology, while Universal Design provides concrete solutions for designing spaces and digital interfaces that comply with laws like the Americans with Disabilities Act (ADA) and Section 504 of the Rehabilitation Act.

Why Their Connection Matters

Accessibility Benefits Everyone

• • Features inspired by Universal Design—like curb ramps, automatic doors, voice commands, and clear digital interfaces—help not just people with disabilities but everyone who interacts with the built and digital world.

Driving Social and Corporate Responsibility

• • Businesses that embrace Universal Design principles and recognize GAAD’s message create inclusive workplaces, products, and services, ensuring that their offerings are usable by all.

Improving Health and Well-Being

• • Accessibility in pharmacies and healthcare services, both in physical spaces and online, ensures better patient experiences, improving health outcomes through easy access to medical resources.

Future-Proofing Design and Technology

• • Universal Design encourages adaptable, sustainable solutions that benefit future generations, while GAAD ensures that emerging technologies continue to prioritize accessibility.

Universal Design and GAAD work hand in hand to create a world where accessibility is not an afterthought, but an essential part of how spaces, products, and technologies are designed. As we celebrate GAAD, let’s recognize the role Universal Design plays in shaping a truly equitable future—one where accessibility is built-in from the start and benefits everyone.

Let’s commit to making accessibility a priority,  not just today, but every day.

Today, we celebrate Global Accessibility Awareness Day (GAAD), an annual event dedicated to raising awareness about digital accessibility and inclusion for people with disabilities. Held every third Thursday in May, GAAD encourages individuals, businesses, and organizations to reflect on the importance of creating accessible digital experiences. While GAAD highlights the needs of people with disabilities, accessibility benefits everyone—not just those with disabilities.

What is GAAD?

GAAD was founded in 2011 with the goal of sparking conversations about digital accessibility. The event highlights the challenges faced by over one billion people worldwide who live with disabilities and promotes inclusive design in technology, websites, apps, and digital services. However, accessibility features improve usability for a broad spectrum of users, making technology better for all.

Why is GAAD Important for Everyone?

Improves Everyday Convenience

• • Accessibility features, such as voice commands, larger text, and high-contrast modes, help all users. For example, someone using a smartphone in bright sunlight benefits from better contrast—just as a person with low vision would.

Supports Aging Populations

• • As people age, they may experience vision loss, hearing difficulties, or decreased mobility. Accessible design ensures they can continue to navigate digital spaces, fill prescriptions online, and engage with healthcare services without barriers.

Enhances User Experience for All

• • Features like closed captions help people watching videos in noisy environments. Similarly, keyboard navigation benefits individuals who prefer shortcuts over mouse clicks, boosting efficiency for power users.

Encourages Inclusive Business Practices

• • Companies that prioritize accessibility appeal to a broader audience, improving customer satisfaction and loyalty. Whether someone has a disability, a temporary injury, or simply prefers customizable interfaces, accessible design improves usability across the board.

Promotes Equal Access to Information

• • GAAD reminds us that everyone deserves access to critical online services—including healthcare, banking, education, and employment platforms—regardless of their physical or cognitive abilities.

Drives Innovation in Technology

• • Many mainstream features originated from accessibility initiatives. Technologies like voice assistants, AI-powered text-to-speech, and customizable interfaces were designed for accessibility but are now widely used by everyone.

How Can You Participate?

• Test Your Website’s Accessibility: Use tools like WebAIM’s accessibility checker to identify and fix accessibility issues.
• Learn About Assistive Technologies: Explore how screen readers, Braille displays, and voice-controlled devices improve usability.
• Host or Attend an Accessibility Event: Many organizations offer webinars, workshops, and discussions on accessibility today.
• Advocate for Inclusive Design: Encourage businesses and developers to prioritize accessibility in their digital products.

GAAD is more than just a day—it’s a movement toward a more inclusive world where accessibility benefits everyone. By embracing accessibility, businesses, developers, and individuals create spaces where everyone can participate fully and independently, regardless of ability or circumstance.

Let’s use today to learn, advocate, and take action toward a more accessible future,   for all of us.

Meet Irasema Fernandez, Experience Design Director based in Monterrey, Mexico

Irasema’s journey at Perficient is a testament to how passion and dedication can lead to remarkable growth. She began her career in marketing and has since evolved to lead the Experience Design practice across Latin America. Her efforts have been pivotal in embedding a UI/UX mindset into new engagements, which has supported the growth of the practice in the region.

Learn More: Perficient’s Expertise in Experience Design

Irasema’s Career Journey

Irasema joined Inflection Point in 2012 with an advertising agency background. She built the marketing department at the company, but her curiosity about the engineering side of the business ignited a new path.  

“One of our developers came to me with a client request to update a Photoshop file for a button on a system they were developing. I remember looking at the design and thinking, ‘This could be prettier.’ This moment led me to explore user interface and experience design.” 

Using her marketing background, Irasema started to transition further into the user experience realm, exploring design questions such as user requirements, user personas, and more. 

She became certified in UXPM and helped the team grow. With her sales and communication skills, Irasema can translate client needs into tasks for the design and engineering teams.  

Leading the Experience Design Charge in LatAm

Perficient acquired Inflection Point in 2022, and since then, Irasema has stepped into a pivotal role as the leader of the Experience Design practice in Latin America. She coordinates a team of more than 25 talented individuals across Mexico, Colombia, Uruguay, Argentina, and Chile.

Her daily responsibilities include overseeing portfolios, participating in new experience design pursuits, and collaborating with other business units globally. With Irasema’s marketing knowledge, she leads the practice’s networking, sales, and the business development initiatives, while her team members develop the technical aspects of design. 

“When I participate in sales opportunities, I emphasize the importance of empathy. Developers need to understand who they are creating the system for. I help paint a clear picture of the end users and highlight the significance of accessibility. I always advocate to prioritize user experience and stress the need for our involvement in projects right from the beginning.”

A Work Ethic Built on Trust

Irasema believes in fostering a trusting environment within her team to promote collaboration and productivity.  As a wife and mother of two boys, she understands the importance of balance and offers her team members the same flexibility and support she receives from her leadership.

“My family is my motivation, and I’m really proud when I can have a balance between being a mom, a wife, and a professional. I’m able to attend school events and their sports practices while still being committed to my work.” 

With her team members located throughout Latin America, Irasema makes it a priority to foster a team dynamic that can thrive in a virtual setting. Whether it’s offering support, sharing personal milestones, or just joking around, Irasema is fostering an environment that enables her team to establish genuine connections on a global scale. Her commitment to building relationships extends beyond her immediate team as she actively engages with colleagues across different practices and locations. 

“I had the opportunity to travel to Medellín, Colombia, to present to one of our clients about experience design. It was a great opportunity to meet my colleagues in person, in addition to getting face time with the client. I feel really proud of being trusted by my leaders to handle important presentations like that one.”  

Irasema has had the opportunity to work on a variety of projects with diverse clients. She believes that client success relies on mutual understanding and trust in order to gain valuable insights into the clients’ challenges. By prioritizing the client’s goals and leveraging her experience design knowledge, Irasema builds lasting partnerships. This vast experience has enabled her to continue advocating for her teammates in Latin America to help them grow their careers and skillsets. 

Read More: Perficient’s Vibrant Work Culture in Latin America

Making a Difference for Her Team

Perficient believes that every colleague has the ability to make a difference. Irasema embodies this belief by remembering small details about her colleagues’ lives, fostering a warm and supportive atmosphere. She also encourages her team members to become experts in their interests and to seek growth whenever possible. 

“My advice to Perficient colleagues is to find what you love and pursue it. Perficient supports training and skill development, so take advantage of those opportunities. Our global team of experts is knowledgeable and willing to share their skills.” 

She had the opportunity to participate in Perficient’s Leading With Impact Program, which is designed for global people leaders with curriculum centered around building leadership capabilities and fostering stronger relationships with direct reports.   

“I’ve applied what I learned from Leading With Impact to improve how I give feedback to my colleagues. Understanding different communication styles has helped me tailor feedback to fit how each individual will best receive it. This approach has been beneficial in leading a diverse team, as it respects their unique personalities and perspectives.” 

See More: Perficient’s Award-Winning Growth for Everyone Initiative

Irasema values her team on a professional and personal level and appreciates the connections she has built. Outside of work, she enjoys spending time with her family, playing tennis, and exploring her creative side through painting and cooking. 

Key Takeaways

Irasema has been a driving force in shaping the Experience Design practice across Latin America. She continues to implement her marketing expertise to enhance her approach to UX, UI, and experience design. 

Perficient has provided the flexibility and resources for her to grow her career and advance her repertoire of skills. As Irasema looks to the future, she envisions continuing to grow within Perficient, helping to shatter boundaries and forge new paths in experience design. 

MORE ON GROWTH FOR EVERYONE  

Perficient continually looks for ways to champion and challenge our workforce, encourage personal and professional growth, and celebrate the unique culture created by the ambitious, brilliant, people-oriented team we have cultivated.  These are their stories.

Learn more about what it’s like to work at Perficient on our  Careers page. Connect with us on  LinkedIn here.