Feedback as a Form of User Involvement in the Digital Realm

Since the adoption of the Web Accessibility Directive (WAD, 2016) customer feedback and complaint management have also become relevant for public sector bodies in the European Union in terms of digital accessibility, because it requires the implementation of a feedback mechanism that allows people to report accessibility issues or request additional information about inaccessible content. Although some people are aware of their digital accessibility rights and the obligation for public sector bodies PSBs to appropriately handle their feedback on existing barriers granted by the WAD, a significant number of people with disabilities, stakeholders, and the general public still lack comprehensive knowledge about the WAD and its associated requirements. In the context of the results from the EU-funded UPowerWAD project, the term ‘feedback’ and its potential andlimitations for the inclusion of people with disabilities in a digital world are discussed. Based on the presented results, the involvement of users, especially in the context of accessibility, from the very beginning is emphasized.