Article
Leading the way: how do we move accessibility from talk to action?
May 30, 2025
Accessibility. Often seen as a box-ticking exercise. A compliance hurdle. Something to get to, once everything else is done. But if financial inclusion is a key priority, surely accessibility can’t sit on the sidelines. It should sit at the heart.
At Life Moments, we believe accessibility & inclusion need to be part of how we design, build, and deliver services. And whilst inclusion is marching ahead in prominence, we continue to see accessibility treated as a retrofit project, one that’s costly, complex, and always slightly out of scope.
This month, we’ve been reflecting on how to shift that narrative, together with our friends at Nexer Digital and a group of very passionate industry professionals at our second Accessibility and Inclusion in Financial Services roundtable.
Together, we brainstormed ways in which firms can move from passive awareness to active ownership in the inclusion & accessibility space. We walked away with a lot of thoughts from this month’s roundtable, but here are three reflections that stuck with us.
1. To EAA or not to EAA?
The European Accessibility Act (EAA) has given many firms operating in the EU a new reason to talk about accessibility. But in the UK, for many Risk and Compliance teams, accessibility remains optional; more of a “nice to have” than a non-negotiable requirement. Without regulatory pressure, internal ownership or a clear business case, it’s easy for accessibility to get deprioritised, especially when competing against more immediate commercial or compliance concerns.
Accessibility needs advocates, not just auditors. Until firms reframe this as a strategic enabler, it will remain deprioritised.
2. Lived experience drives advocacy
One of the most effective ways to cut through apathy is with people, not policies. Personal stories of people unable to access (basic) services land more powerfully than abstract policy or technical reasoning. Accessibility and inclusion need to be pulled out of the shadows of compliance and into the light of human experience. Only then will they gather the attention they deserve.
3. Accessibility as a strategic layer of vulnerability prevention
There’s also a powerful case for linking accessibility to vulnerability. The industry invests a lot of time and energy into identifying and supporting vulnerable customers, and framing accessibility as a form of prevention can be a strong strategic move. Framing it this way ties accessibility directly to existing Consumer Duty obligations, making it more relevant and actionable immediately.
Building a business case that lands
Life Moments CEO Ben Leonard has spent much time exploring what it really takes to get accessibility and inclusion embedded inside organisations. It starts with having a clear business case, Ben says. Here are Ben’s key recommendations for building a business case:
Start with ownership: Accessibility and inclusion shouldn’t sit on the sidelines. They need to be embedded in the core business strategy, with clear accountability.
Secure senior sponsorship: Especially from commercial leaders who can champion accessibility and inclusion as both a regulatory and commercial priority.
Frame the dual value: Make the case for compliance and customer growth. Accessibility and inclusion broadens reach, boosts engagement, and enhances reputation.
Make it measurable: Link initiatives to KPIs like NPS, retention, and satisfaction to demonstrate impact and ROI.
Share and scale: Foster cross-industry learning. Accessibility and inclusion are exemplary areas where collaboration benefits everyone.
If you’re passionate about making accessibility and inclusion a true priority in your firm, join our ongoing conversation. Reach out to Daphne Toprek to become part of our next roundtable and help shape a more inclusive financial services future.
