Overview
Developed by ServiceNow's UX Research & Insights team through a combination of primary and secondary research, this deck includes 12 cards spanning five disability categories: visual, auditory, speech, cognitive, and physical. Each card covers a specific functional limitation and gives you the digital challenges people may face, the assistive technologies they use, and practical solutions you can apply to your designs.
How to use them
These cards aren't standalone personas — think of them as overlays. Pair them with your existing personas or target users to consider what additional challenges those people might encounter when using what you build. Use them during design reviews, brainstorming sessions, or as a quick gut-check before you ship. Each card includes:
- Digital challenges: what people with this limitation experience when interacting with software
- Solutions: concrete things you can do to address or accommodate the limitation
- Assistive technologies: the tools people use, so you understand what your designs need to work with
- Clinical diagnosis examples: common conditions associated with the limitation
Anyone can experience various combinations of disabilities at any point in their life. That's why the cards focus on work activities rather than individual experiences, and why it's worth referencing all 12, not just the ones that feel most obvious for your use case.
