By Gus Alexiou, Contributor

Recent reports have illuminated the persistent accessibility barriers that plague e-commerce websites and apps, emphasizing the pressing need for improvement in this critical area. From the very inception of the internet in the mid-nineties, the promise of universal access to information has been a central tenet. However, as the digital landscape has evolved, e-commerce has emerged as a dominant force, representing a remarkable business opportunity. In 2024, global retail e-commerce sales were projected to reach an astounding estimated $6 trillion. When you factor in the additional $13 trillion in disposable income attributed to the disability community and their allies, the enormity of the market potential becomes evident.

Despite this immense opportunity, more than three decades after the internet's birth, e-commerce websites remain at the forefront of accessibility failures, particularly when compared to other types of websites and applications. These failures can significantly hinder consumers with disabilities from making purchases. Common issues include improperly labeled buttons and the absence of image descriptions, which can render e-commerce platforms nearly unusable for individuals with visual impairments. Additionally, problems with keyboard navigation and inaccessible forms further exacerbate these barriers.

In the past few weeks, various studies have provided tangible evidence of the accessibility challenges faced by e-commerce platforms. For instance, AudioEyes 2025 Digital Accessibility Index meticulously examined 15,000 websites across diverse sectors, including education, finance, government, healthcare, hospitality, software, and retail. The findings revealed that e-commerce websites averaged a staggering 350.1 accessibility issues per page, far surpassing the overall average of 297 issues found across all sectors. This report was produced by AudioEye, a company that specializes in web accessibility compliance by combining artificial intelligence tools with expert oversight.

Furthermore, earlier this month, ArcTouch, a company renowned for its expertise in accessible mobile app design, in collaboration with Fablea platform dedicated to inclusive research and digital product testingreleased the State of Mobile App Accessibility report. This study thoroughly assessed 50 major iOS and Android applications in categories such as food and delivery, payments, streaming media, fitness, and shopping, scrutinizing how these apps interacted with a range of assistive technologies. Alarmingly, nearly three-quarters (72%) of the user journeys analyzed encountered significant accessibility barriers, resulting in a poor or failing app experience. Among the apps tested, only two achieved a commendable accessibility rating, while nine apps received an overall failing grade.

When specifically evaluating e-commerce, the findings were disheartening. Shopping apps received the lowest Industry Accessibility Score of all sectors, with a rating of only 41 out of 100, categorizing it as Poor. In contrast, Food and Delivery apps scored 57 (Fair), Payments received a score of 54 (Fair), Fitness also rated Fair, and Streaming apps managed a score of 60, which is still considered Fair. While these results are disappointing, they are not entirely unexpected, given the complexity of e-commerce websites and apps, which often feature intricate visual elements such as product listings and detailed forms that necessitate specific formatting.

The urgency for e-commerce platforms to address and remediate these accessibility errors is higher than for other, more static digital properties. This is due to the immediate and measurable benefits of improving accessibility, including reducing customer frustration and cart abandonment. However, if e-commerce brands are unmotivated by the prospect of happier customers and increased sales, they may soon face more stringent regulatory pressures. Legislative measures like the European Accessibility Act and the evolving Americans with Disabilities Act could serve as a more punitive incentive, ensuring that consumers with disabilities receive equitable treatment in the digital marketplace.