A team cannot fix accessibility barriers it never hears about. Yet the phrase ‘you spot it, you own it’ can make reporting a problem feel like volunteering for another job. The person who notices an issue may be asked to investigate, coordinate and chase a fix even when the decision sits elsewhere.
Make reporting safe and simple
Give employees and customers a clear route to describe the barrier, the affected journey and its impact. A report should be welcomed even when the person cannot diagnose the technical cause or propose a solution. Acknowledging it promptly shows that speaking up is useful.
Keep ownership where the decision sits
Assign a product or service owner to assess severity, investigate, plan the fix and communicate progress. The reporter can contribute context if they wish, but responsibility should not automatically move to them. That distinction matters especially for cognitive barriers, which people may notice before they have language to explain.
Close the loop
Record what was learned, tell the reporter what happened and look for similar barriers in other journeys. When people see issues handled fairly, they are more likely to raise the next one.