5 insights from KMSKA on creating accessible experiences
When KMSKA, one of Belgium's most iconic museums, reopened after an extensive renovation, the ambition was clear: every visitor should feel welcome and supported throughout their entire museum journey. That vision pushed us to rethink accessibility in a much broader way. The lessons we learned now form the foundation of how we approach accessibility for clients across every sector.
Understanding real visitors is the starting point
Before designing anything, we needed to understand who was visiting KMSKA. Through surveys, focus groups, and our panel of 100 fixed test subjects ("De Schoonste 100"), we discovered an incredibly diverse audience. Families, art students, international tourists, people with visual or hearing disabilities, each group had distinct needs and frustrations.
This insight shaped everything that followed. Accessibility is never a single-feature solution. It only works when you understand how different people move through spaces, consume information, and interact with content. This is why user research plays a central role in our accessibility audits. Real people reveal real barriers long before any manual or automated review can.
Different needs require different types of content
One of the clearest lessons from KMSKA is that content must adapt to different abilities and preferences. Some visitors preferred audio explanations, others relied on sign language interpretation. Some needed simple wayfinding and quick insights, while others wanted deeper context about the artwork.
This diversity pushed us away from a one-size-fits-all approach. Instead, we built a solution supporting multiple formats and interaction styles. That shift became a core principle in all our accessibility work: when you offer content in more than one way, you improve clarity and usability for everyone.
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Accessible design strengthens the entire experience
Accessibility influenced every touchpoint across the visitor journey. The redesigned website needed to be simple to navigate, rich in information, and fully compatible with assistive technologies. The mobile app had to feel intuitive for visitors of every age and ability. In the museum itself, digital screens had to guide visitors seamlessly without creating friction or confusion.
The result? An experience that became easier and more enjoyable for all visitors, and recognition as the Best Digital Product of 2024.
Accessibility is a long-term commitment
KMSKA taught us that accessibility is never finished. As technology evolves, user needs evolve with it. New devices, changing expectations, and emerging assistive technologies all demand ongoing attention and refinement.
That's why our accessibility audit combines expert review with user testing and actionable reporting. We go beyond standard WCAG checklists because real users reveal where genuine friction appears and which improvements will create the biggest impact for your audience.
Create accessible experiences with confidence
If you want to understand how inclusive your product or service truly is, our accessibility audit is the ideal starting point. It helps you uncover real barriers, prioritize improvements, and ensure full compliance with the European Accessibility Act.
