Use Humans for Assistance

This compensation occurs when a person with a disability must rely on another human being -- such as a friend, aide, stranger, or interpreter -- to complete a task they could have completed independently if accessibility had been ensured during design and development. This is a last resort in response to inaccessible systems, not a request for help by choice.

Role in the ENABLE Model

This behavior sits squarely in the navigator-side phase of the ENABLE model, where the burden shifts to the user. It is one of the clearest signs of systemic failure, especially when a user must disclose a disability or give up privacy and autonomy in order to navigate a digital or physical barrier.

Why it happens

When accessibility is neglected during requirements, content creation, design, development, testing, triage, or iteration, end-users are left without usable options. They must then turn to people around them for assistance -- often repeatedly. This results in a loss of independence, and for many, a sense of shame, delay, or risk, especially in sensitive situations involving health, finance, or identity.

Examples

In the news

Hilton Partners with Be My Eyes for Blind Guest Assistance (October 2024)
-- Be My Eyes

• Hilton partnered with Be My Eyes to provide live video assistance for blind and low-vision guests. The free service connects travelers to a Hilton team member who can help with tasks like adjusting thermostats, opening window shades, or navigating hotel amenities. While this partnership reduces reliance on strangers or companions for human help, it also highlights how hotel interfaces remain inaccessible enough to require human intermediaries for basic tasks.

Be My Eyes Reaches 750,000 Blind Users and 8.3 Million Volunteers (January 2025)
-- Be My Eyes

• Be My Eyes now connects over 750,000 blind or low-vision users with 8.3 million sighted volunteers worldwide. This scale demonstrates both the success of the platform and the magnitude of inaccessible environments that require human help to navigate. Each call represents a moment when builder-side accessibility work was absent and a user had to compensate.

Guide Dogs for the Blind Survey: 83% Experience Rideshare Denials (May 2024)
-- Guide Dogs for the Blind

• A 2024 survey found that 83% of guide dog users had experienced rideshare denials. When drivers refuse service, blind passengers must seek human help -- calling friends, family, or multiple alternative drivers -- to complete trips that should be straightforward. This forces disclosure of disability and loss of independence, burdens that accessible, non-discriminatory services would eliminate.

• Asking a family member to read a menu because the restaurant's digital version isn't screen-reader compatible.
• Asking a co-worker to operate inaccessible enterprise software.
• Using services like Be My Eyes or Aira to navigate interfaces that lack screen reader support.
• Relying on a support aide to complete an inaccessible online form or e-commerce checkout.
• Giving up and having someone else do the task completely.

Compensation sounds like

“I had to FaceTime my friend just to log into my healthcare portal.”
“My brother fills out all my government paperwork for me.”
“I called my mom over and handed her the phone because the bot couldn't understand me.”

Burden sounds like

“I hate always having to ask.”
“I can never do this on my own.”
“Why should I need someone else just to submit a job application?”
“It feels like I'm 12 again.”

Real-world Scenario

Sofia, who is Deaf, needed to update her health insurance information after moving to a new apartment. The only way to make the change was by calling a customer service line. The website had no live chat or email option. Sofia asked her sister to call on her behalf and pretend to be her. It felt uncomfortable, but there was no other way to complete the task. The system wasn't designed with her in mind -- and in the end, she had to rely on someone else to do something she should have been able to do herself.