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|---Module:text|Size:Small---| In an interview with Revista do Empreendedor, Miguel Mateus, Product Manager at Celfocus, explains why meeting accessibility standards alone is not enough and how involving users with disabilities throughout the design process is key to delivering truly inclusive digital experiences.
Here’s the full interview transcription:
Compliance with technical accessibility standards does not necessarily mean that a person with a disability can use a digital service independently. The European Accessibility Act, which has applied since 28 June 2025, introduced mandatory accessibility requirements for a range of products and services. However, testing conducted by Celfocus with blind users showed that formal compliance alone does not guarantee a genuinely accessible experience.
“Several blind users could not confirm with confidence that the document had been signed and finalised,” says Miguel Mateus, Product Manager at Celfocus. Although the system displayed that information, it used a temporary notification and did not allow users to return to the document to read it again or listen to it.
“From a technical perspective, the solution complied with the standards and passed every compliance test. It was only in practice, with real users, that we identified the need to improve the experience,” he adds.
For Mateus, this case demonstrates the difference between meeting formal requirements and delivering a genuinely accessible experience. Testing with people who are blind or partially sighted, deafblind people, people with cerebral palsy and people with colour vision deficiency makes it possible to assess not only technical functionality, but also whether each step is understandable and predictable.
Barriers can prevent users from completing processes
When accessibility requirements are not built into a digital signing process from the outset, barriers can arise at almost every stage. An unlabelled field or a button that is not recognised by a screen reader can prevent a blind user from proceeding.
Similarly, an interaction that depends entirely on a mouse, very precise movements or a short response time can prevent a person with a motor impairment from completing the process independently.
Mateus also points to issues such as insufficient contrast, relying solely on colour to communicate information, illogical navigation sequences, unclear error messages and documents that are incompatible with assistive technologies. Time limits and the loss of data already entered can also force users to restart lengthy journeys.
“Making each screen accessible in isolation is not enough. The entire process must be understandable and capable of being completed independently and securely,” he stresses.
According to Mateus, these limitations are particularly significant in critical processes, such as opening accounts, taking out insurance, signing up for telecommunications services and signing contracts. When users depend on someone else to complete the process, they may also have to share personal, financial or contractual information.
Mateus notes that, according to the 2021 Census, more than one million people in Portugal live with at least one visual, hearing, motor or cognitive disability. Accessibility, therefore, is not a niche issue.
Legal compliance does not eliminate other risks
The European Accessibility Act has applied since June 2025. As a result, companies within its scope are already subject to accessibility obligations and may face complaints, regulatory inspections, corrective action or penalties.
However, Mateus stresses that the risks are not limited to regulatory compliance. An inaccessible service can exclude potential customers, increase process abandonment and generate more requests for support. It may also force users to rely on in-person channels or assistance from third parties.
These difficulties result in operating costs, lost commercial opportunities and damage to customer relationships. “When a person cannot open an account, take out a service or sign a document independently, it is not perceived merely as a technical failure. It is seen as evidence that the company did not take their needs into account when designing the service,” he says.
Addressing accessibility problems only at the final stage of a project also tends to be more complex, time-consuming and costly. Mateus therefore argues that accessibility requirements should be embedded from the design stage and supported by regular cycles of testing and improvement.
Accessibility can strengthen competitiveness
According to Mateus, accessibility becomes a competitive advantage when it is treated as an integral part of product quality, rather than as an adaptation for a limited group.
Making processes simpler, instructions clearer and removing barriers can benefit every user. At the same time, it can reduce errors, abandonment and support requests, making customers more likely to complete the process successfully at the first attempt.
Independence also builds trust. “When people can review a document, understand the terms presented, authenticate themselves and sign without relying on third parties, they feel that the service was designed with their needs in mind,” he explains.
At Celfocus, the work carried out on eSign is presented as a continuous improvement process, supported by engagement with users with different types of disabilities. Mateus says that companies that embed accessibility earlier will be better prepared to meet their responsibilities, respond to customer expectations and build more inclusive digital relationships.
