Did you know that the requirements in Digital Accessibility are not limited exclusively to commercial transaction platforms? The digital channels that are part of the user’s digital journey, even if they do not involve a direct transaction, must also comply with the accessibility principles. This article will break down which digital channels are subject to these regulations and why it is important for your company to take them into account.
Introduction
Digital accessibility is a topic that is gaining more and more relevance in the business environment. With the increasing use of digital platforms, ensuring that all users can access your content and services is not only good practice, but is now also a legal requirement. The European Directive 2019/882 and the European Accessibility Act (EAA) establish clear principles on which digital channels should be accessible.
What are digital channels subject to accessibility?
When we talk about digital channels, we refer to all the platforms and points of contact with customers that occur in the digital environment. And what is even more important: they are not limited to those channels used to carry out direct economic transactions. The European Directive 2019/882 and the EAA extend their scope to all those contact points that may be part of a commercial journey, including those that do not directly involve the purchase of a product or service.
This means that even newsletters, contact forms, surveys or any other form of online communication that has a direct link to the company’s business may be subject to accessibility requirements, even if there is no economic transaction at that point.
Which channels should be accessible?
- Websites: The most obvious. If your company offers products or services online, whether through an e-commerce platform or an app, these must be accessible to people with various disabilities (visual, auditory, cognitive, motor). Web accessibility should be the first thing to be reviewed by the company.
- Mobile applications: Applications that allow you to purchase, request services or carry out any type of transaction must be completely accessible, guaranteeing that all users can navigate and complete processes without difficulties.
- PDF, Word or PPT documents: Electronic documents must also comply with the accessibility requirements established by EU Directive 2019/882. Although documents do not always involve a direct transaction, they are a crucial touch point in the user journey and contain information that may be essential for commercial interaction or access to services. Accessibility in documents, having Accessible PDFs are important for people with various disabilities, including visual, auditory, cognitive and motor disabilities.
- Newsletters and commercial emails: newsletters are often used to offer updates, promotions and customer loyalty. Even if they do not involve a direct transaction, they are a key point of contact with the user and must be accessible. The accessibility of this channel is essential if it is linked to business processes.
- Social networks and communication platforms: Many companies use social networks to interact with customers. Make sure any contact forms, live chats, or surveys you use on these platforms are accessible to all users.
Why is it important to comply with digital accessibility?
Complying with digital accessibility requirements is not only a legal issue, but also a way to ensure that your company can serve all its customers, including those with disabilities. Additionally, doing so can offer a number of long-term benefits:
- Better user experience: By making your digital channels accessible, you improve the experience for all users, not just those with disabilities. A more user-friendly website or app can improve customer satisfaction and loyalty.
- Market Expansion: Accessibility opens the doors to a broader audience. People with disabilities represent a significant segment of the market, so failing to ensure their access to your services could mean losing an important part of your target audience.
- Regulatory compliance: Digital accessibility legislation is gaining ground. As the deadlines to comply with Directive 2019/882 approach, ensuring your company is aligned with the regulations will help you avoid legal complications in the future.
Conclusion
Digital accessibility has become an essential part of the customer experience and a legal requirement under Royal Decree 1112/2018 and the EAA. The digital channels that are part of the user’s interaction with your company, even if they do not include direct transactions, must be accessible. This ensures that all users have equal opportunities to interact with your business.
If you have not yet reviewed the accessibility of your digital channels, it is important that you do so now. With the compliance deadline ending on June 28, 2025, it is a good time to start implementing accessible solutions. You will not only be complying with the law, but also improving the user experience, expanding your customer base and ensuring a more inclusive future for your company.
