Black Sheep Communications and Untapped Customer bring people with disability into AI-ready and inclusive digital design
- Tom Davis
- Jun 25
- 2 min read
Updated: Jun 26
Black Sheep Communications and social enterprise Untapped Customer are joining forces with people with disability to help organisations review and design AI-ready websites and digital technology.
The collaboration combines Untapped Customer’s expertise connecting organisations with people with disability alongside Black Sheep Communications’ expertise in ISO-standard aligned plain language, content design and AI transformation.
The service delivers digital evaluations combining performance assessments with real-world feedback from paid participants who experience barriers using websites, forms and digital services every day.
The collaboration moves inclusive design into real world practice by placing lived experience of disability at the centre of digital design.
Founder of Black Sheep Communications, Tom Davis said the collaboration had already uncovered risks and opportunities for organisations to build on as people turn to AI to find information online.
“Gathering key customer insights is often an afterthought on programs, but it shouldn't be,” said Tom.
“We are delighted to collaborate with Untapped Customer because we share the same belief that people with disability should shape the digital world and not be excluded from it.
“Results from our work with two prominent NGO websites found they were virtually invisible to AI-driven technologies such as ChatGPT and Gemini.
“Key forms were difficult to navigate and content was also written at a university reading level for people in distress seeking essential support,” Tom said.
“Our research is now helping them make better decisions with planning for large website transformations.”
Founder of Untapped Customer, Ann Drieberg, said the collaboration creates meaningful opportunities for people with disability while helping organisations make better digital and customer experience decisions.
“The people who truly know whether something works are the people using it every day,” Ann said.
“This collaboration brings lived experience into the process early, not as an afterthought. Their insight is expertise, and participants are paid for their contribution.”
The service supports government, corporate and community organisations to evaluate websites and digital services with people with disability and diverse access needs.
Participants complete real-world tasks and provide feedback on usability, navigation, content clarity, accessibility and overall digital experience.
In addition to reviews, the collaboration supports organisations to strengthen accessibility governance, improve user trust and support AI-readiness.
The new service is now available to organisations seeking to improve technology, accessibility and inclusive design.
Contact
Tom Davis, Black Sheep Communications Founder
Ann Drieberg
About Black Sheep Communications
Black Sheep Communications is a Brisbane-based communications and marketing consultancy specialising in plain language aligned to the international ISO standard, content design and digital transformation. The organisation works with government and corporate clients to improve communication, accessibility and user trust.
About Untapped Customer
Untapped Customer is a social enterprise connecting organisations with people with disability, carers and older Australians. The organisation recruits participants for research, co-design and testing, with a focus on ethical practice and paid participation.
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