Understanding Hidden Digital Friction, Customer Frustration, and Accessibility Barriers in Modern Organizations
We are seeking input from HR professionals, business leaders, and customer experience teams.
Survey Length: Less than 10 minutes
Created by Angela Fowler, Founder of Real Life Access™, this research initiative is designed for organizational leaders, HR professionals, customer experience teams, and digital
experience decision-makers seeking to better understand how hidden usability barriers, accessibility challenges, and digital friction may be quietly affecting customer trust, employee experience, engagement, retention, and operational effectiveness.
Many organizations are investing heavily in:
- customer experience
- employee experience
- onboarding
- digital tools
- operational efficiency
- digital transformation
Yet an important question often goes unasked: Where might customers, employees, or users be quietly struggling with digital systems, workflows, or experiences that are difficult, confusing, frustrating, or inaccessible to use?
These challenges may not always appear as formal accessibility complaints.
Instead, they often show up as:
- customer frustration
- abandoned processes
- onboarding confusion
- increased support requests
- low tool adoption
- employee workarounds
- digital fatigue
- disengagement
- lost trust
About the Inclusive Customer Experience Research Project
The Inclusive Customer Experience Research Project™ is a focused research and listening initiative exploring how hidden usability barriers, accessibility challenges, and digital friction may be affecting customer and employee experience across modern organizations.
We are currently gathering insights from:
- HR professionals
- business leaders
- customer experience teams
- organizational decision-makers
Our goal is to better understand:
- where friction is occurring
- how organizations describe these challenges
- how these issues may be affecting trust, retention, engagement, usability, and operational effectiveness
- where opportunities for improvement may exist
Why Your Voice Matters
Many organizations are working hard to improve customer experience, employee experience, digital systems, and operational efficiency, yet hidden friction and usability challenges often remain difficult to identify from inside the organization alone. By participating in this research project, your insights may help uncover patterns, unmet needs, and real-world experiences that are not always reflected through analytics, support tickets, or formal complaints, while contributing to a broader understanding of how usability, accessibility, and digital experience challenges may be affecting trust, engagement, retention, onboarding, and overall organizational effectiveness.
Important Note
This is not a sales campaign or compliance audit.
Data will be anonymous. No company or individual will be identified.
This is a research initiative designed to:
- identify patterns
- uncover blind spots
- better understand the real-world human experience of modern systems and workflows
- explore how organizations are navigating usability, accessibility, and digital experience challenges
We invite HR professionals and organizational leaders to participate in a brief survey and contribute their insights.
Survey Length: Less than 10 minutes