Skip to main content

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 not a request for help by choice, but a last resort in response to inaccessible systems.

Role in the ENABLE Model​

This behavior sits squarely in the post-launch 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​

  • 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.