Understanding the challenge
Creative agencies are built on collaboration. Brainstorms, critiques, feedback loops, and tight project turnarounds are the heartbeat of the industry. But for Deaf professionals, these very touchpoints become sources of friction due to barriers in verbal communication, limited interpreter support, and inaccessible digital tools.
Key Problems Identified:
- 59% of managers felt unprepared to manage Deaf employees (RNID, 2023)
- 83% of Deaf creatives surveyed felt excluded from workplace social life
- 72% had never received formal onboarding or training with accessibility tools
- Career advancement was slowed due to communication breakdowns and unconscious bias
These challenges impact both team performance and individual well-being, leading to high turnover, low morale, and reduced creative output.
Our approach
The methodology used a mixed-methods model, combining qualitative and quantitative research to provide a rounded view:
- 9 survey responses from Deaf professionals globally, with roles in design, content, and animation
- 3 in-depth interviews with seasoned Deaf creatives from the USA, UK, and Pakistan
- Participants came from agencies, studios, and freelance environments with 1 to 20+ years of experience
- Data collected on communication tools, team culture, mentorship, inclusion practices, and career development
Key Findings
1. Communication Barriers Are the Root Issue
Even when accessibility tools were available (captioning, interpreters), they were inconsistently implemented or poorly integrated into workflows. Managers often lacked the training to adapt communication styles, leading to breakdowns during meetings and feedback loops.
2. Social Isolation Creates Psychological Fatigue
Casual office conversations, after-work events, and impromptu brainstorming sessions were frequently inaccessible. This led to low team bonding and a sense of "otherness," ultimately affecting creative confidence and risk-taking.
3. Career Growth Feels Out of Reach
Deaf professionals reported fewer promotion opportunities and less access to leadership mentorship. Despite comparable skill levels, their visibility within teams was often reduced due to biased assumptions or lack of representation.
4. A Lack of Inclusive Systems, Not Talent
The issue is not ability, but agency structure. Inadequate training for hearing employees, rigid workflows, and cost-related excuses for interpreter support were common themes.
Solution: The 5-Part Inclusion Framework
Based on research findings, the following model was proposed and validated by accessibility expert Melissa Echo Greenlee:
1. Educate
Train all employees (not just HR) in Deaf culture, communication strategies, and bias mitigation. Implement regular workshops, onboarding guides, and visual toolkits.
2. Equip
Use real-time captioning (Google Meet, Zoom AI), expert sign language interpreters, and collaboration tools like Slack, Asana, and Figma that support written and visual communication.
3. Engage
Invite Deaf professionals into key client meetings, pitches, team huddles, and creative discussions. Provide prep material early and ensure interpreter presence.
4. Include
Design mentorship programs tailored to Deaf creatives. Offer career tracks and growth planning with flexible checkpoints and feedback loops.
5. Adapt
Update policies and practices continuously. Set quarterly reviews for accessibility standards, and involve Deaf team members in company-wide decision-making.
Real-World Quotes & Insights
“After 20 years in this industry, I still struggle with getting fair recognition for my work because communication breaks down with decision-makers.” — Ibrahim Aslam, Graphic Designer (Pakistan)
“Sometimes the tools are there, but no one knows how to use them. It makes you feel like you’re still the only one adapting.” — Alex Kauffman, UI/UX Designer (USA)
“Interpreters help, but what we really need is full team inclusion. That’s when collaboration feels natural.” — Callum Medlock, Creative Director (UK)
Outcomes and Strategic Impact
While this initiative was academic in nature, its implications are highly practical:
- The framework is currently being adapted into a modular consulting service under the Everlance brand
- It positions Everlance as a leader in inclusive design systems within London’s creative scene
- The research adds value for agencies serving public sector, education, and CSR-driven clients
Long-term Goals:
- Open-source the framework for agencies globally
- Train 100+ agency leaders in inclusive creative practices
- Partner with accessibility tech platforms to build integrated toolkits for creative teams
Conclusion
This case study demonstrates that accessibility is not a limitation — it’s a competitive advantage. By understanding the lived experiences of Deaf creatives and applying human-centered design thinking, agencies can improve performance, morale, diversity, and output.
At Everlance, this research is not just a thesis — it’s the foundation for how we build creative teams that work for everyone.
