Forrester Research: As technology has evolved, so has the need for accessibility.

By Jenny Lay-Flurrie, Chief Accessibility Officer, Microsoft 

Back in 2003, Microsoft commissioned some groundbreaking research from Forrester Consulting. The study, The Wide Range of Abilities and Its Impact on Computer Technology, explored how people were using assistive technology (AT) and found that 57% of U.S. computer users were likely or very likely to benefit from accessible technology. This study, based on a survey of over 15,000 US adults and conducted before the smartphone in the middle of Windows XP era, shaped the understanding of accessibility as a catalyst for innovation, productivity, and independence. 

Fast forward 22 years: Microsoft has commissioned Forrester to revisit that research, and the landscape looks very different. Today, technology is everywhere – computers, tablets, smart devices and phones are part of daily life – and the need for accessibility has only grown. More than 70% of the U.S. population now stands to benefit from accessible technology, regardless of disability status. 

Why does this matter? In 2003, only 63% of those who needed accessibility were using computers, nearly 20 percentage points less than people with little to no accessibility needs – likely because digital accessibility was evolving. Today, technology is no longer optional, and demographic shifts combined with evolving understanding of disability make accessibility critical. The workforce is aging and the prevalence of neurodiversity, mental health and other segments continues to grow.  

This new study, based on a 2025 online survey of 3,901 US consumers, confirms what many of us know: accessible technology empowers everyone. And with the rise of AI, we’re entering a new era of possibility. 

2003 Forrester Report: https://aka.ms/ForresterAccessibility2003
2025 Forrester Report: https://aka.ms/ForresterAccessibility2025

AI Is Changing the Game 

Artificial intelligence is already transforming how people, especially disabled and neurodiverse engage with technology. From real-time transcription and summarization to voice-to-text and adaptive interfaces, AI helps people navigate complexity, stay connected, and get things done. 

But many are just starting their journey with AI. Just 41% of respondents have used AI-powered accessibility tools, and many haven’t yet explored what’s possible. For those who have, satisfaction is high, and the potential is even higher, with 66% of all survey respondents stating they would use AT more if augmented with AI. 

For disabled and neurodiverse AI is a powerful enabler. It can reduce friction, simplify tasks, and unlock new levels of independence. Only if it’s designed accessibly, and inclusively from the start. 

What We’re Learning 

Key Findings at a Glance 

• 23% of respondents identified as having a disability. 

• 70% of respondents could benefit from accessibility. 

• Disabled and non-disabled respondents are using assistive features at nearly the same rate – 7.9 versus 6.5 per month – showing these tools are essential for everyone. 

• 50% of people with disabilities bring their own tools to work, and only 21% use tools provided by their employer. 

These numbers tell a powerful story: accessible technology empowers everyone, and there’s more we can do to bring AT to everyone who needs it. 

Employers have an opportunity to do more for their employees with disabilities 

Despite the benefits of accessible technology and accommodation programs, 50% of employees with disabilities are providing their own tools, while only 21% are using tools provided to them by their employer. This is a missed opportunity. When organizations invest in accessibility, they’re investing in productivity, retention, and belonging. 

Confidence and connection matter 

People who use accessible tools report feeling more empowered, more confident, and more like themselves. That’s the real impact of accessibility – it empowers people to show up fully and thrive. 

Where We Go from Here 

1. Technology is a part of everyday life in 2025. The good news is digital accessibility has advanced in 20+ years, and is continuing to push forward in the era of AI.  
2. Companies need to focus on skilling and communications to help people learn about new features – and ultimately, adopt. Those that do, are more confident, empowered, and potentially productive in the workplace.  
3. Accommodations Programs must be visible, and ideally, include the latest in AI / Accessibility to empower disabled employees. 

This research is a reminder that accessibility is a journey, not a destination. It’s about listening, learning, and building with purpose. It’s about designing for the full spectrum of human experience.  

If you’re just getting started, or looking to deepen your understanding, here are a few ways to take action: 

• https://aka.ms/Accessibility101: Learn the fundamentals of inclusive design and accessible technology. 

• https://aka.ms/accessibility: Explore our tools, resources, and community stories. 

Let’s keep building a world where everyone can participate, contribute, and thrive. Because accessibility isn’t just the right thing to do, it’s how we innovate. 

Get the report here: https://aka.ms/ForresterAccessibility2025