Online shopping in Malaysia has grown rapidly, giving people convenience, speed and access to products they cannot always find in physical stores. Yet many Malaysians with disabilities still struggle to use e-commerce platforms comfortably. Accessibility is improving, but it is not improving fast enough. The result is that many users with disabilities face avoidable barriers and often rely on others to complete basic shopping tasks.
To create a more inclusive digital economy, it is important to understand where the issues come from and how they can be fixed.
Common e-Commerce Accessibility Issues
Limited Screen Reader Compatibility
Many popular Malaysian shopping platforms have menus, buttons and product images without proper labels. Screen readers cannot interpret unlabeled elements. This means users who are blind or have low vision cannot browse categories, compare products or complete checkout forms without confusion.
Incomplete or Low Quality Product Descriptions
Online sellers often use images with minimal text descriptions. For users who cannot see the photos clearly, missing details about color, material, shape or size make it difficult to judge what they are buying.
Poor Keyboard Navigation
Some Malaysian e-commerce sites are difficult or impossible to navigate without a mouse. Users with motor impairments or limited hand mobility may struggle to reach menus, filters and payment sections if the site does not support full keyboard access.
Insufficient Captioning and Audio Alternatives
Product demo videos, livestream shopping sessions and advertisements often lack captions. This prevents users who are deaf or hard of hearing from accessing important information about product features or promotions.
Overly Complex Layouts
Many websites use cluttered menus, animated carousels or busy layouts. These designs can overwhelm users with cognitive disabilities or individuals who need a simpler, consistent structure to complete tasks.
Barriers in Customer Support and Returns
Help pages, chatbots and refund processes sometimes rely on inaccessible forms or hard to navigate systems. Users may face difficulty uploading documents or describing issues through tools that do not work well with assistive technology.
Possible Ways To Enhance Accessibility
Build Sites That Work With Assistive Technology
Developers can improve accessibility by using clean HTML structure, descriptive labels and proper tagging. Meaningful alt text for all product photos is also essential. These steps make it easier for screen readers and voice tools to guide users through each page.
Ensure Full Keyboard Functionality
Menus, filters, buttons and checkout forms should be reachable by keyboard alone. Clear focus indicators help users understand where they are on the page. This enables smoother navigation for users with mobility challenges.
Offer Multiple Formats for Content
Videos should include captions. Audio descriptions are helpful for visually impaired users. Text alternatives for key information ensure that every shopper receives the same understanding of a product.
Simplify Layout and Language
Clear structure, straightforward labels and consistent layouts reduce confusion. A simple and predictable design helps many groups including users with cognitive disabilities, older adults and people new to online shopping.
Improve Customer Service Accessibility
Refund and return processes should allow easy uploads, readable instructions and accessible live chat or text based support. Form fields should be properly labeled and easy to complete.
Engage Malaysian PWDs in Testing
Shopping platforms can partner with disability groups in Malaysia to test features. Involving real users provides accurate insights into what works and what still causes difficulty. This helps companies create solutions that match real needs.
References
G3ICT (2018) How Online Retailers Can Enhance Digital Accessibility for Shoppers With Disabilities [Accessed 20 October 2025] Available at: https://g3ict.org/headlines/how-online-retailers-can-enhance-digital-accessibility-for-shoppers-with-disabilities
Ran Ronen (2023) Accessibility On E-Commerce Websites: Best Practices For Improving Online Shopping Experiences [Accessed 20 October 2025] Available at: https://www.forbes.com/councils/forbesbusinesscouncil/2023/09/06/accessibility-on-e-commerce-websites-best-practices-for-improving-online-shopping-experiences
Amnah Alluqmani (2023) The Barriers to Online Clothing Websites for Visually Impaired People: An Interview and Observation Approach to Understanding Needs [Accessed 20 October 2025] Available at: https://arxiv.org/abs/2305.11559