In this episode of UX Pathways, Marc speaks with Jennifer Homentosky, founder of Lakeside Accessibility, about the intersection of assistive technology and user experience design.
Jennifer shares how her career evolved from IT support and industrial design into accessibility consulting and UX evaluation. Her journey was shaped by both professional curiosity and personal experience supporting a family member with vision loss.

The conversation explores how accessibility is not an add-on but a core part of UX, how real-world assistive technology is used to evaluate digital products, and why inclusive design benefits all users not just those with disabilities. She also discusses the impact of AI, the challenges UX practitioners face in industry, and the importance of building foundational skills before layering specialization.

Transcript

Marc: All right, everyone, welcome to another episode of UX Pathways. I have the honor of being joined by Jennifer Homentosky. Jen, how are you today?

Jennifer Homentosky: I’m great. How are you today?

Marc: Excellent. Glad to have you on the podcast. I know we’ve been talking about joining for a while, and you’ve been involved in so many things that I’ve run. I’m excited to have you here. You’ve had a great career, and I’d love for you to share a little bit about your role right now. What is your current role in the industry, and could you talk about your journey?

Jennifer: Sure. Thank you so much, and thank you for your kind words. That really means a lot to me.

Currently, I own Lakeside Accessibility, a Cleveland-based company. We provide assistive technology training, accessibility assessments, consulting, and workplace evaluations to help make technology and environments more accessible.

Everything we do is related to accessibility, which is deeply connected to user experience. My role sits at the intersection of assistive technology and UX.

On the teaching side, I help people determine which adaptations will support them best. That can include screen readers, magnification software, speech-to-text tools, alternative input methods, and accessibility settings on computers and mobile devices.

We then translate those tools into real-world routines—things like reading and writing email, joining meetings, browsing the web, managing files, and using workplace applications effectively.

A big part of my work is troubleshooting and coaching because what works in theory doesn’t always work on a person’s specific device, in their applications, or for their individual goals.

My ultimate goal is independence and confidence—not simply knowing a feature exists, but knowing how to use it successfully.

On the evaluation side, which is more closely related to UX, I examine software and digital experiences through an accessibility lens.

Often, I’m using the same tools my clients use, such as screen readers or keyboard-only navigation. When I encounter a barrier, I document what happened, what the expected behavior should be, and how it impacts someone trying to complete a task.

I then provide recommendations to designers and developers so they can prioritize fixes and improve the overall experience.

I really enjoy that work because it connects individual lived experiences to product decisions that can positively impact many people at once.

Accessibility improvements often benefit everyone, not just people with disabilities.

When we provide feedback, we include narratives describing what we were trying to accomplish, the user’s goal, what happened, how we attempted to troubleshoot it, and the level of skill required to overcome the issue.

When possible, we also provide code references and guidance tied to standards such as Section 508 and WCAG so developers understand exactly what needs to be addressed.

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(04:17)

Marc: Wow. That’s impressive. There’s a lot there to unpack. You’re helping a lot of people.

One thing I often think about in user experience is advocating for the consumer, and that’s clearly what you’re doing.

How did you get here? How did you end up where you are today?

Jennifer: Like the Beatles song, it was a long and winding road.

That’s true for many people in this field. There aren’t many people who do exactly what I do, and many of us arrive here through unique paths. Those experiences bring valuable perspectives to our work.

Near the end of college, I was working in general IT as technical support for a major company. I really enjoyed the problem-solving aspect of helping people.

At the same time, my mother’s vision began declining due to macular degeneration.

Before she connected with an agency that specialized in helping people with low vision, she would ask me questions like:

“Can I make this easier to see?”
“Can I make it larger?”
“Can I adjust the colors?”
“It’s too bright—can I change that?”

I started researching solutions on my own to help her.

At the time, the available technology was fairly primitive compared to what exists today, but helping her remain independent meant a lot to me.

She’s always been very independent. She managed her own bills, home, and career, and she continued working despite her vision loss.

Helping her maintain that independence was rewarding both as her daughter and as someone who genuinely enjoys helping people.

A few years and several jobs later, while living in New York, I came across a job posting looking for someone with strong computer skills who was willing to learn adaptive technology and provide training and support.

I remember reading it and thinking, “This is exactly what I want to do.”

I took the interview, got the job, and I’ve been doing this work ever since.

Along the way I learned technologies such as ZoomText, JAWS, screen readers, Braille systems, accessibility remediation, and accessibility testing.

We also did consulting work for organizations, similar to what I do now.

What I love about this career path is that it feels full circle.

I get to help people access technology while also helping organizations improve the products those people use.

Because I work on both sides, I can bring direct user feedback to designers and developers.

Sometimes, even when I’m not officially working with a company, I’ll contact them and say, “This is what we’re seeing. You may want your team to address this issue.”

That’s how I ended up where I am today.

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(08:49)

Marc: I can definitely hear the passion in your voice.

A lot of people discover that where they end up professionally isn’t where they started. That’s one of the reasons for this podcast—to show people the different paths into user experience.

You mentioned UX several times. How do you define user experience, and why is it important?

Jennifer: To me, user experience is the complete end-to-end journey of using something.

It’s what you’re trying to accomplish, the steps required to do it, and how clear and workable the process is.

It applies to apps, websites, physical products, and even physical spaces.

When UX is strong, things feel intuitive.

The language makes sense.

Navigation feels predictable.

You receive useful feedback.

And if something goes wrong, you’re able to recover without becoming stuck.

Accessibility is a core part of that experience.

A product doesn’t truly provide a good user experience if only some people can use it.

For example, if a checkout form can’t be completed using only a keyboard, or a button isn’t labeled for a screen reader, then the experience has broken down.

Not because the user did anything wrong, but because the design excluded them.

Good UX is inclusive by default.

Accessibility isn’t an add-on—it is part of good design.

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(11:19)

Marc: Is there a mantra or framework you use to adapt to change?

Jennifer: Adapting to change is one of the biggest challenges in my work.

I’ve learned to assume that what works today may not work tomorrow.

Once something feels stable, an update is usually right around the corner.

Years ago, we could learn something and rely on it for several years.

Today, operating systems, applications, and websites are constantly evolving.

Even small updates can unintentionally break accessibility.

As a result, I’ve learned to stay flexible and continually learn.

I use a simple framework:

First, identify what changed.

Second, retest core tasks.

Third, document the new pattern so I don’t have to relearn it later.

Core tasks include things like logging in, navigating menus, completing forms, joining meetings, and managing email.

This is especially important for keyboard-only users.

I also focus on teaching concepts rather than memorization.

I teach things like heading structures, focus order, keyboard shortcuts, and where accessibility settings typically live.

That way, people can transfer those skills when interfaces change.

I tell my clients that what works today may change tomorrow, but the skills they’re building will continue to help them adapt.

That combination of skills and resilience makes change much more manageable.

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(14:48)

Marc: Is there a trend or industry development you’ve seen recently that people simply can’t ignore?

Jennifer: It may be a predictable answer, but it’s AI.

I have a bit of a love-hate relationship with it.

The reason it can’t be ignored is because it’s being integrated into tools people already use every day.

Search, writing, meetings, productivity applications—AI is becoming part of everything.

When implemented thoughtfully, it can remove friction, especially for people with disabilities.

I’ve seen people recovering from strokes use AI to organize their thoughts.

I’ve seen people who struggle with spelling use it to improve communication.

I’ve seen AI help people obtain better descriptions of images when alt text is missing.

These are practical use cases that can genuinely improve accessibility.

AI can also summarize dense information, simplify language, draft communications, reduce cognitive load, generate meeting notes, and capture action items.

It’s not a perfect source of truth, but it can be an excellent starting point.

That said, AI has limitations.

It can be wrong.

It can miss context.

It can introduce bias.

There are also privacy concerns when people submit sensitive information.

In accessibility specifically, I’m cautious about automated accessibility overlays that claim they can automatically fix everything.

I’ve evaluated several of them, and I’ve found them to be inconsistent.

In some cases, they actually made navigation worse.

There is no replacement for thoughtful design and human evaluation.

AI can help identify issues such as missing alt text or heading structure problems, but it cannot replace accessible design practices.

AI reviews code.

Humans experience products.

That distinction is important.

Especially when assistive technologies are involved.

So while AI represents an important opportunity, it should be approached responsibly.

Use AI to assist people, not replace good design.

Build accessibility into products from the beginning.

Test with real users.

And treat AI outputs as drafts that require human review.

When accessibility is involved, the stakes are someone’s ability to access information or complete a task.

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(20:24)

Marc: What advice would you give someone who hears your story and thinks, “That’s exactly what I want to do”?

Jennifer: I’d start by saying there are multiple paths into this work.

Some people come through assistive technology and training.

Others come through UX, design, or engineering and later specialize in accessibility.

Both paths are valid.

The common thread is genuine curiosity about how people use technology and a willingness to learn from the people you’re trying to support.

If you’re considering a career change, start with field research.

Talk to people in the roles you’re interested in.

Ask them what their day-to-day work looks like.

If possible, shadow someone or volunteer in a setting where accessibility services are provided.

Even a handful of conversations can help you understand whether you’re more interested in training and coaching or product evaluation and design.

For those pursuing certifications, I hold the Assistive Technology Professional (ATP) certification through RESNA.

It’s a significant commitment and covers many disabilities, accommodations, and adaptive technologies.

For me, it took several years of study and preparation.

Like many professions, real growth comes from hands-on experience, supervised practice, and learning to assess needs and troubleshoot effectively.

There are also product-specific certifications available for tools like JAWS.

Those certifications can be valuable, but they don’t necessarily provide the broader understanding needed to support people effectively.

Having a mentor or participating in a structured program can make a tremendous difference.

If you’re interested in UX specifically, build a strong foundation in:

• User research
• Information architecture
• Content design
• Usability testing

Then layer accessibility expertise on top.

A simple exercise is to evaluate a common workflow—such as creating an account or checking out online—using only a keyboard, a screen reader, or high magnification.

Document what works, what breaks, and what you would improve.

That exercise builds empathy and creates portfolio material you can discuss with employers.

For learning opportunities, I often recommend Coursera and edX.

They provide affordable, high-quality education in both UX and accessibility.

Many courses align with standards developed by the World Wide Web Consortium, or W3C, which helps establish many of the accessibility standards used today.

Join UX and accessibility communities.

Attend meetups.

Build relationships.

Careers in these fields are often built one project and one relationship at a time.

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(25:36)

Marc: I love that.

Get hands-on.

Step into someone else’s shoes.

Build empathy.

There’s a lot there for people to explore.

Thank you so much for being on the podcast.

If someone wants to learn more about you or your work, where should they go?

Jennifer: The best place is our website, LakesideAccessibility.com.

You can also find me on LinkedIn.

We have a contact form that comes directly to me.

And if you have specific questions related to accessibility, assistive technology, or anything we discussed today, feel free to email me directly at jen@lakesideaccessibility.com.

I’d be happy to talk with you.

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(26:43)

Marc: Thank you for being on the podcast and for sharing your story and wisdom.

Jennifer: Thank you so much for having me.

Marc: Thanks, Jen.

Jennifer: Thanks.