Restaurants, C-stores and Hotels Are the New Front Line of Digital ADA: What Operators Must Know Now

 

Restaurants today face a new accessibility battleground—and it’s not the dining room, parking lot, bathrooms. It’s your website, mobile app, self-order kiosk, reservation engine, and loyalty platform and Steven Johnson Grocerant Guru® at Tacoma, WA based Foodservice Solutions® thinks you should be informed.

Digital accessibility lawsuits have surged across retail, hospitality, and foodservice. In 2024, more than 4,200 digital ADA cases were filed nationwide—up nearly 20% from the prior year—and restaurant brands were one of the top three industry segments targeted.

To better understand where restaurants are most vulnerable and how to reduce risk, I consulted with Matthew Elefant, Managing Director at Inclusive Web, a leader in digital accessibility operations who has overseen thousands of ADA audits each year. His team’s frontline experience provides clear signals on where digital friction is growing and what restaurants must do now to protect their brand, their guest experience, and their bottom line.

 

I. Mobility Barriers: Keyboard Navigation Is the #1 Driver of Digital ADA Complaints

According to Elefant, keyboard-accessibility failures account for the largest share of legal filings affecting consumers with mobility limitations. This includes guests who rely on:

·       Keyboard navigation

·       Switch devices

·       Voice-command interfaces

·       Assistive technologies common among older adults and veterans

The most frequent failures?
Custom menus, carousels, modals, date pickers, and input fields that cannot be fully operated without a mouse.

Top Mobility-Related ADA Triggers

·       Missing or inconsistent focus indicators

·       Unlabeled form inputs and unpredictable tab order

·       Dynamic content not announced to assistive tech

·       Hidden or off-screen interactive elements

·       Complex widgets with missing or incorrect ARIA roles

For restaurants, this means your:

·       Online ordering flow

·       Table-reservation widget

·       Loyalty signup

·       Guest feedback form

·       Mobile app journey
…must all function seamlessly without a mouse.

Remediation That Works

Restaurants that reduce complaints consistently:

·       Rebuild interactive components for full keyboard operability

·       Standardize focus styling across all components

·       Follow WCAG-compliant form patterns

·       Document keyboard-only testing in an accessibility log

·       Maintain an ongoing Accessibility Maintenance Program rather than rely on a one-time audit

The data is clear: documentation of recurring testing—not a single audit—is the strongest legal defense.

 

II. Hearing Access: The New Top-3 Source of Digital Claims

Video has become a core communication tool for menu launches, community storytelling, and employee recruiting. It has also become a top litigation driver.

Most Common Hearing-Related Failures

·       Videos posted without captions

·       Audio-only content lacking transcripts

·       No visual indicators for alerts or confirmations

·       Auto-playing media without user controls

Healthcare portals and financial platforms may lead the volume, but restaurants—especially multi-unit brands with heavy marketing content—are increasingly targeted.

Risk-Reducing Solutions

According to Inclusive Web, the highest ROI practices include:

·       Mandatory captions for all prerecorded and live videos

·       Transcripts for all audio content

·       Accessible media players with visible controls

·       Text-based alerts that mimic audio notifications

Considering many ADA settlements start between $25,000–$75,000, proper captioning is one of the industry’s most cost-effective risk mitigators.

 

III. Super Seniors (Age 90+): The Fastest-Growing Guest Segment With the Highest Digital Friction

Americans over 90 represent one of the fastest-growing segments of digital consumers—especially in foodservice.

They order delivery.
They book tables for large family gatherings.
They use kiosks in fast-casual restaurants.
And they increasingly file ADA complaints when digital systems fail them.

Most Common Barriers for Super Seniors

·       Low-contrast text and icons

·       Small buttons or touch targets

·       Navigational complexity

·       Confusing or technical error messages

What Actually Helps

·       High-contrast modes and larger text defaults

·       Large touch targets (44px+ recommended)

·       Linear navigation pathways with fewer decision points

·       Plain-language labeling

·       Interfaces that maintain stability at 200%+ zoom

·       Optional “Large Text Mode” on kiosks and high-value screens

Restaurants that simplify flows for super seniors also dramatically improve usability for every guest demographic. This is the core of the Grocerant Guru® "universal design for foodservice" philosophy.

 

IV. Pool Access & Amenity Booking: The Overlooked Digital ADA Risk for Clubs, Resorts, and HOA-Connected Restaurants

Restaurants operating within resorts, hotels, fitness clubs, golf courses, or condominium properties face a unique risk: amenity-booking systems.

Enforcement data shows recurring failures in:

·       Inaccessible reservation calendars

·       Kiosks without keyboard navigation

·       Missing information about accessible features

·       UI that assumes high dexterity or vision

Corrective Measures

Operators should prioritize:

·       Accessible calendar widgets with ARIA semantics

·       Manual date-entry alternatives

·       Large-target, high-contrast kiosk interfaces

·       Clear labeling of accessible amenities (pool lifts, hours, staff assistance)

·       Staff training on alternate booking workflows

Linear workflows, simplified menus, and predictable options consistently produce lower claim rates and higher completion rates.

 

V. Staff Training: The Hidden ADA Failure Point

Elefant notes something restaurant operators often overlook:

“Many ADA disputes aren’t caused by the technology—they’re caused by staff who don’t know how to support the technology.”

Common Training Failures

·       Staff unable to assist a guest with a kiosk

·       Failure to enable accessibility modes

·       No accessible alternative for completing a reservation or order

·       Incorrect explanations of company policies

Training Protocols That Reduce Disputes

·       Annual accessibility training for all frontline employees

·       SOPs for kiosk assistance and alternative workflows

·       Hands-on practice with accessibility settings

·       Disability-led training from real users

·       Documentation of staff competencies and refreshers

A single accessible workflow—explained consistently—can prevent dozens of complaints.

 

WHAT THIS MEANS FOR RESTAURANT LEADERS

The intersection of digital and physical accessibility is now one of the most important operational priorities for restaurant operators in 2025. As brands race to roll out kiosks, mobile ordering, loyalty apps, and AI-powered personalization, they must also ensure:

·       Keyboard operability

·       Captioned content

·       Super-senior friendly interfaces

·       Accessible amenity booking systems

·       Trained staff ready to assist

Restaurants that treat digital accessibility as an ongoing operational discipline—not a compliance checkbox—will see:

·       Fewer legal exposures

·       Higher guest satisfaction

·       Better order-completion rates

·       Increased loyalty from aging consumers

·       Stronger brand trust

 

Three Grocerant Guru® Insights for 2025

1. The aging American consumer will reshape digital design.

Restaurants that optimize for super seniors first will outperform competitors in conversion and guest satisfaction.

2. Digital ADA compliance is no longer optional—it’s a frontline brand differentiator.

Consumers equate accessibility with trust. Brands that fail here lose guests long before lawsuits appear.

3. Simplicity sells.

Linear ordering flows, readable typography, and high-contrast layouts don’t just prevent complaints—they increase order accuracy, average check size, and repeat visits.

Are you ready for some fresh ideations? Do your food marketing ideas look more like yesterday than tomorrow? Interested in learning how our Grocerant Guru® can edify your retail food brand while creating a platform for consumer convenient meal participation, differentiation and individualization?  Email us at: Steve@FoodserviceSolutions.us or visit: us on our social media sites by clicking one of the following links: Facebook,  LinkedIn, or Twitter

Thriving vs. Struggling: What Sets Growing Restaurant Chains Apart in Q1 2025?

 

The food industry is undergoing a seismic shift, with consumer preferences evolving toward convenience, freshness, and customization. The grocerant concept—where restaurants blend grocery-style fresh offerings with fast-casual convenience—continues to influence foot traffic trends. According to Q1 2025 data, some chains are thriving while others are struggling to adapt. Let’s explore five shared traits of restaurants increasing customer counts and five key differences between them and those seeing declines, with insights from the Grocerant Guru® and food demographic trends.

Five Common Traits of Growing Chains

1. Mini-Meals & Snackification: 

   According to Grocerant Guru® Steven Johnson, consumers are moving away from traditional meal structures and favoring mini-meals and snack-based dining. Chains like Sweetgreen and CAVA have capitalized on this trend by offering protein-packed bowls and snackable portions that align with evolving eating habits.

2. Customization & Freshness: 

   The demand for fresh, customizable meals continues to grow. Chipotle, Panda Express, and Jersey Mike’s allow customers to tailor their meals, mirroring grocery-prepared food options that emphasize quality ingredients.

3. Digital Ordering & Convenience: 

   Mobile ordering and delivery integration remain crucial. Chains like Taco Bell and Raising Cane’s have streamlined their digital platforms, ensuring quick access to meals—a key factor in the grocerant movement.

4. Health-Conscious & Functional Foods: 

   Consumers are increasingly replacing traditional meals with high-protein snacks and functional foods. Restaurants that offer protein-rich options, such as CAVA and Chipotle, are benefiting from this shift.

5. Brand Engagement & Social Media Influence: 

   Viral marketing and influencer collaborations have played a significant role in driving foot traffic. Dave’s Hot Chicken and Raising Cane’s have successfully leveraged digital engagement to maintain customer interest.

 

Five Differences Between Growing & Declining Chains

1. Failure to Adapt to Snackification Trends:

   Chains like McDonald’s and KFC have struggled to integrate snack-based meal options, missing out on the growing demand for flexible eating habits.

2. Limited Menu Innovation: 

   Brands experiencing declines, such as Wendy’s and Five Guys, have not refreshed their menus to align with evolving consumer preferences. Meanwhile, thriving chains frequently introduce seasonal or innovative items.

3. Lack of Digital Optimization: 

   Restaurants that have not streamlined mobile ordering and loyalty programs—such as Jack in the Box—risk losing younger consumers who prioritize convenience.

4. Declining Brand Perception: 

   Legacy chains like Burger King and Popeye’s face challenges in shifting consumer perception toward fresh, high-quality offerings. In contrast, brands like CAVA and sweetgreen emphasize freshness and transparency.

5. Pricing & Value Perception: 

   Cost-conscious consumers are favoring restaurants that offer portion flexibility and perceived value. Chains that have not adjusted pricing strategies to reflect this trend are seeing declines.

 

Food Demographic Trends Shaping 2025

-Rise of Discount & Private-Label Grocery Purchases:

  Consumers are increasingly shopping at dollar stores and discount retailers for food items, impacting restaurant spending.

- Shift in Meal Timing: 

  Traditional breakfast and lunch periods are declining, while late-night and snack-based dining occasions are surging.

- Beverages as Meal Replacements: 

  Functional drinks and indulgent beverages, such as protein shakes and “dirty sodas,” are replacing full meals.

 

Think About this

The restaurant industry is evolving toward fresh, customizable, and conveniently accessible food—a core aspect of the grocerant movement. Chains investing in menu innovation, digital accessibility, and a fresher brand image are seeing continued success, while others must adapt to regain customer confidence in an increasingly competitive market.

Success Leaves Clues—Are You Ready to Find Yours?

One key insight that continues to drive success is this: "The consumer is dynamic, not static." This principle is the foundation of our work at Foodservice Solutions®, where Steven Johnson, the Grocerant Guru®, has been helping brands stay relevant in an ever-evolving market.

Want to strengthen your brand’s connection with today’s consumers? Let’s talk. Call 253-759-7869 for more information.

Stay Ahead of the Competition with Fresh Ideas

Is your food marketing keeping up with tomorrow’s trends—or stuck in yesterday’s playbook? If you're ready for fresh ideations that set your brand apart, we’re here to help.

At Foodservice Solutions®, we specialize in consumer-driven retail food strategies that enhance convenience, differentiation, and individualization—key factors in driving growth.

👉 Email us at Steve@FoodserviceSolutions.us
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