Advancing the Value of Ethnography

Building Accessible Experiences


With more of our daily interactions taking place online, there are both benefits and barriers for people with disabilities. Work from home setups can helpfully remove the need to transport assistive technology on a daily basis. Frustratingly, many still experience barriers on apps and websites that do not meet accessibility standards. is on a journey to learn from people with disabilities and how they navigate digital and physical environments, to make it easier for everyone to experience the world.

In this session we will provide the background and context on how we see that accessibility and resilience intersect. We will share how researchers at are bringing the voice of people with disabilities to product teams to make travel more accessible.

Join us to participate in a range of interactive exercises to explore how this could apply to your work.


Kirin Khan (she/they), Senior Research Manager, has worked in people management for the past decade, across a range of industries. She directed political polling research at YouGov, developed and led the quantitative research team at Twitter, and joined Booking last year to lead research teams across the Trips and FinTech business units. Prior to working in tech, she focused on non-profit and public policy, and brings her advocacy experience to the forefront as the research leadership sponsor for Sustainability, Accessibility, and Inclusivity taskforce at Booking.


Maya Alvarado (she/her) is a senior user researcher and service designer who specializes in inclusive and accessible design. She applies a hands-on and participatory approach to research, prototyping and development. She is passionate about creating brilliant products and services that make people’s lives easier.

Isabelle Rodot (she/her) has worked as a user researcher at for the past 4 years. With a background in product innovation, brand and communication research, she now focuses on sustainability to make it easier for travelers to find and book more sustainable travel options.

Ula Lewicka (she/her) is a researcher supporting teams to make the mobile app user experience simple, intuitive, engaging and for everyone. She enjoys trying out new research methods and solving various problems and she loves it when her work improves someone else’s experience!

Alessandra Este (she/her) has worked as a user researcher at for the past 5 years. She focuses on Inclusivity across the traveler experience, and leads FinTech partner research as well.

Franca van der Borden (she/her), Senior Researcher, has extensive experience in both marketing research and user experience research. She is an advocate for accessibility and inclusivity. She’s worked at Booking for 6 years, and currently focuses on Trip Horizontals, including the end-to-end traveler experience.