Co-creating Value with Cognitive Accessibility Features in Digital Services: Enablers and Barriers

Digital services should be accessible to all people regardless of their possible disabilities or limitations. Currently, many people are excluded from digital services due to disabilities or limitations in using digital services. Moreover, cognitive accessibility features, such as better usability and understandable content, usually create value for all users, even those without disabilities. This paper argues that failing to design cognitively accessible digital services challenges value co-creation – there is a danger of value co-destruction. To identify enablers for and barriers to designing cognitively accessible digital services, semi-structured in-depth interviews with accessibility experts and professionals were conducted.