A new survey finds that 70% of disabled consumers avoid inaccessible payment options, highlighting a £70 billion opportunity for inclusive design.
The rapid evolution of payment technologies—contactless cards, mobile wallets, and self-checkout systems, for example—has transformed how we pay, creating faster and more convenient experiences for many consumers. However, for the 25% of people in the U.K. with disabilities, these innovations often fail to deliver the same ease and, in many cases, create new barriers.
This report explores the untapped £70 billion opportunity that we see for businesses in the retail and hospitality sectors by making payments more accessible for people living with disabilities.
Supported by the findings of our proprietary survey and focus groups with more than 350 disabled individuals and carers, we uncovered the challenges they face, the strategies they adopt to manage payment difficulties, and how businesses can better meet their needs.
70% told us they avoid locations with inaccessible payment options, and 60% recommended businesses to their friends where they had had positive experiences. The potential impact of addressing this gap is clear—accessible payment solutions have a clear commercial imperative.
