By James Pickens

Introduction

Technology has come a long way since I first picked up a soldering iron and started working on electronics. In fact, I’ve been in the tech world longer than personal computers have even existed. I’ve repaired mid-sized PBX phone systems at the component level, taught adult learners how to navigate DOS-based programs like WordPerfect and Lotus 1-2-3, and led hands-on classes in Linux, web design, electronics, and robotics used in manufacturing.

Over those 50 years, one thing has become crystal clear to me: technology only matters if people can actually use it. Accessibility—making technology understandable, usable, and welcoming to all kinds of people—isn’t just a design feature. It’s a human obligation. And it’s one that requires real expertise.

What Does “Accessible” Mean?

To me, accessibility means more than ramps and screen readers (although those are vital too). It’s about making technology work for:

• People who’ve never touched a computer
• Workers transitioning from manual labor to digital tools
• Seniors who want to stay connected but feel left behind
• People with limited resources using older equipment or slow internet
• Anyone who feels overwhelmed by complexity

It’s about removing the intimidation factor and replacing it with confidence and clarity.

Why Expertise Matters

1. It Starts with Understanding People’s Frustrations

When you’ve spent years teaching people one-on-one or in classrooms, you develop a sixth sense for where they’ll struggle. I’ve seen users freeze at a blinking cursor, afraid to press the wrong key. I’ve had to explain concepts like “file” and “folder” to someone seeing them for the first time. Those moments taught me that you can’t assume anything—and that good technology meets users at their level.

2. Experts Know the Whole Stack—from Hardware to Human

Because I’ve worked in everything from circuit repair to classroom instruction, I understand the full experience. I don’t just know what a system does—I know what it feels like to use it. That perspective helps identify the small changes that can make a big difference. Sometimes it’s a clearer menu label. Sometimes it’s a keyboard shortcut. Sometimes it’s just a calmer, simpler interface.

3. We Design with Everyone in Mind

I’ve taught factory workers learning to automate their jobs, seniors learning email, and kids building their first websites. The one thing they all have in common? They’re not “typical” tech users. But they all deserve tools that respect their time and ability.

4. We Stay Curious—and Compassionate

Even now, I keep learning. Tech moves fast, but the human side of it never changes. People still need clear explanations. They still get frustrated. They still need to feel like they’re capable.

Real expertise means never forgetting what it feels like to be new.

What We Need More Of

If we want truly accessible technology, we need more:

• Teachers who can explain clearly and patiently
• Technicians who understand what real-world users face
• Designers who don’t assume everyone is 25 and tech-savvy
• Policies that prioritize inclusion over flashiness
• Listening—to users, not just engineers

Conclusion

After 50 years in this field, I’ve seen a lot of change. But the most important truth remains the same: Technology should empower people—not confuse, exclude, or frustrate them. And making that happen takes more than good intentions.

Tech can only be truly accessible when the people building and teaching it remember what it’s like to be on the other side of the screen.