Pioneering accessible mobile design for blind and low vision users

In August 2004, Verizon Wireless reached a settlement with Dr. Bonnie O'Day following an FCC complaint that alleged its phones and services were not accessible to individuals who are blind or low vision. As part of the agreement, Verizon committed to launching a moderately priced accessible phone, improving access to billing and product materials, enhancing website usability, and exploring speech output capabilities for future devices. To fulfill these commitments and lead the industry forward, Verizon engaged us to conduct one of the first large-scale research studies focused on cell phone usability for people who are blind or low vision.

Members of our team led a two-phase foundational study involving 100 participants with varying degrees of vision loss. At the time, this was one of the largest and most comprehensive research efforts ever conducted on cell phone accessibility. Using a mix of contextual interviews, focus groups, and usability testing, we observed participants as they completed common phone tasks across three commercial devices and a voice-enabled prototype. We also facilitated open discussions about daily technology challenges and accessibility barriers. To explore future-forward interaction models, we tested a hands-free, eyes-free prototype with integrated voice control. We captured detailed feedback on how intuitive participants found the interaction, how it compared to their current solutions, and what features would make future phones more accessible.

The research revealed a consistent preference among participants for mainstream, inclusive devices rather than specialized accessibility products. Voice-enabled task flows were widely seen as intuitive, and participants helped identify clear opportunities for improving accessibility through better labeling, interface design, and voice-based interaction. These insights guided Verizon’s product and service enhancements in response to the settlement—and helped set a precedent for designing inclusive technology based on the lived experiences of people who are blind or low vision.

This groundbreaking study gave Verizon the real-world insights it needed to design more accessible products, rooted in the experiences of people who are blind or low vision. It laid the groundwork for industry-wide conversations around inclusive design and demonstrated the value of early, direct engagement with underserved users.