For Blind Internet Users, the Fix Can Be Worse Than the Flaws

Patrick Perdue, a radio enthusiast who is blind, regularly shopped for equipment through the website of Ham Radio Outlet. The website’s code allowed him to easily move through the sections of each page with his keyboard, his screen reader speaking the text. That all changed when the store started using an automated accessibility tool, often called an accessibility overlay, that is created and sold by the company accessiBe. Suddenly, the site became too difficult for Perdue to navigate. The accessiBe overlay introduced code that was supposed to fix any original coding errors and add more accessible features. But it reformatted the page, and some widgets — such as the checkout and shopping cart buttons — were hidden from Perdue’s screen reader. Labels for images and buttons were coded incorrectly. He could no longer find the site’s search box or the headers he needed to navigate each section of the page, he said. Perdue is one of hundreds of people with disabilities who have complained about issues with automated accessibility web services, whose popularity has risen sharply in recent years because of advances in A.I. and new legal pressures on companies to make their websites accessible.