Removing barriers to inclusion at PAC NYC
A white paper on digital accessibility
Accessibility isn’t just about compliance – it’s about creating digital experiences that are welcoming, intuitive and usable for everyone. In this new white paper, co-authored by Substrakt and Equal Entry, we explore what it really takes to build accessible websites in the arts and culture sector.
Using the Perelman Performing Arts Center (PAC NYC) as a case study, we walk through real-world accessibility challenges and the solutions that made a tangible difference for audiences. The paper is packed with practical insights you can apply to your own website – whether you’re developing a new platform or refining an existing one.
What we cover
This paper combines best practice expertise with real-life examples, focusing on:
- Digital accessibility foundations – why accessibility is a driver of reach, revenue and audience diversity.
- Key user journeys online – from browsing shows to purchasing tickets and making donations, we break down the accessibility barriers PAC NYC faced.
- Audit findings – Equal Entry’s expert review highlighted friction points for users of assistive technologies, such as screen readers or keyboard-only navigation.
- Practical fixes – how we addressed those issues with smart, efficient and thoughtful solutions.
- Broader lessons – tips and recommendations for embedding accessibility into design, content and development processes.
Key takeaways
Accessibility is universal
Improvements like clearer link text, consistent headings and better keyboard focus benefit all users – not just those with disabilities.
Embed accessibility early
Building accessibility into the development process avoids costly rework and ensures a smoother user journey.
Language matters
Replacing vague link text (“Click here”) with meaningful descriptions improves clarity and reduces cognitive load.
Efficiency is inclusion
Reducing the number of keystrokes or “Tab” presses for non-mouse users makes interactions faster and fairer.
Content is part of accessibility
Accessible PDFs, clear heading structures, and consistent formatting make digital spaces easier to navigate.
It’s an ongoing practice
Accessibility isn’t “done” after launch – it requires regular audits, updates and buy-in across teams.
Beyond compliance
The paper shows how meeting WCAG guidelines is an important foundation, but that true accessibility goes further than ticking boxes on a checklist. Compliance alone doesn’t always guarantee a smooth, intuitive experience for real users. The PAC NYC case study explores how many of the most impactful improvements come from focusing on usability: making seat maps understandable for screen reader users, ensuring donation forms work seamlessly without a mouse, and giving every link meaningful context. Going beyond compliance means treating accessibility as an ongoing design and content practice, rather than just adhering to regulations.
Discover how we worked with Equal Entry and PAC NYC to create an inclusive digital experience – and what lessons your organisation can take forward.