As digital services become the main way people access public and private services, inclusion is becoming a much bigger challenge.
In this conversation, Joe Thompson, CTO at Hedgehog Lab, talks about what digital inclusion really means in practice, and why meeting accessibility standards alone doesn’t go far enough.
He also explores the importance of understanding real user barriers, from confidence and connectivity through to how services are actually designed and delivered.
The conversation also touches on the risks of moving too quickly into digital-first models, and where technology, including AI, could help improve access rather than unintentionally exclude people.