The Importance of Starting with People and Understanding the Needs of the Audience

This chapter discusses the importance of treating accessibility as a quality exercise for user experience and starting with people to understand their needs. It highlights the BBC's project BBC iPlayer as the world's first accessible FOD service and the challenge of scaling accessibility efforts in a massive organization. It emphasizes that accessibility is integral to an organization's mission statement and the constant need for improvement due to evolving technology and understanding of people.