National Memorial Museum

9/11 Memorial & Museum

Honoring Every Life — Ensuring Every Visitor Can Engage with History

  • Compliance

    Section 508

    Federal Compliance Achieved

  • ADA Title II

    Public Institution Standard

  • Real Users

    Tested with Disabled Testers

The Challenge

The 9/11 Memorial & Museum stands as one of the most visited and emotionally significant cultural institutions in the United States — a place of remembrance, education, and tribute to the nearly 3,000 lives lost on September 11, 2001.

The 9/11 Memorial & Museum stands as one of the most visited and emotionally significant cultural institutions in the United States — a place of remembrance, education, and tribute to the nearly 3,000 lives lost on September 11, 2001. Its digital presence extends that mission beyond the physical site, allowing visitors from around the world to learn about the events of that day, explore the names memorial, access educational resources, and plan their visits.



For a museum whose mission is rooted in bearing witness and honoring every life, an inaccessible digital experience carries a weight beyond compliance. Visitors with disabilities — including veterans, first responders, and community members directly connected to the events of 9/11 — deserve to engage with the museum's digital content fully and independently. A screen reader user unable to navigate the names memorial, or a keyboard-only user unable to access educational resources, is being excluded from an experience that belongs to everyone.



As a public institution operating under Section 508 and ADA Title II obligations, the 9/11 Memorial & Museum needed a partner who understood both the technical requirements and the profound human significance of making this content accessible to all.

The Inclusive Web Solution

Inclusive Web conducted a comprehensive human-led WCAG 2.1 AA audit of the 9/11 Memorial & Museum's digital properties — evaluating the public website, the names memorial experience, educational content, visitor planning tools, and the museum's mobile application.

Our team brought particular care and sensitivity to this engagement, recognizing that the content and user journeys involved carry deep emotional significance for many visitors. Every barrier was identified, prioritized by visitor impact and compliance obligation, and tracked through to verified resolution. Real-user testing confirmed that the digital memorial experience is accessible to every visitor — regardless of ability.

  • Human-led WCAG 2.1 AA audit of the full 9/11 Memorial & Museum website

  • Names memorial digital experience audit — ensuring screen reader and keyboard-only users can access and navigate the memorial

  • Educational content and historical resource accessibility review

  • Visitor planning and ticketing flow accessibility evaluation

  • Mobile app audit across iOS and Android

  • Prioritized remediation roadmap by visitor impact and Section 508 / ADA compliance urgency

  • Fix verification — every resolved issue confirmed working before sign-off

  • Real-user testing with testers who identify as disabled, validating the full visitor digital experience using screen readers, keyboard navigation, and voice control

  • Ongoing monitoring to maintain compliance as new content, exhibitions, and digital features are added

Real-User Accessibility Testing — Public Services Must Work for Every Member of the Public

Inclusive Web tested the 9/11 Memorial & Museum's website and mobile app with testers who identify as disabled and rely on assistive technologies daily — including screen readers (JAWS, NVDA, VoiceOver), keyboard-only navigation, and voice control. For a memorial institution, this means confirming that every visitor — including those with disabilities — can navigate the names memorial, access educational resources, and plan their visit with complete independence and dignity.

The Result

WCAG 2.1 AA compliance achieved across the 9/11 Memorial & Museum website and mobile app

The names memorial digital experience fully accessible to visitors using screen readers and keyboard-only navigation

Educational content, historical resources, and visitor planning tools accessible to all visitors regardless of ability

Section 508 and ADA Title II compliance obligations met across the Museum's primary digital properties

Real-user testing confirmed that visitors with disabilities can engage with the memorial and museum's digital content with full independence and dignity

Ongoing monitoring in place to maintain compliance as the Museum adds new digital content and features

"Honoring every life means every visitor must be able to access and engage with this history. Our digital experience has to reflect that responsibility. Inclusive Web made sure it truly does."

PUBLIC SECTOR AUTHORITY - 9/11 MEMORIAL & MUSEUM

Services Delivered

WCAG 2.1 AA Audit (Museum Website & Mobile App)

Mobile App Accessibility (iOS & Android)

Names Memorial Digital Experience Audit

Remediation Verification

Educational Content Accessibility Review

Real-User Usability Testing

Visitor Planning & Ticketing Flow Audit

Ongoing Accessibility Monitoring

Compliance & Public Mandate Drivers

Federal obligations and public expectations that made this work essential.

Section 508 (Federal Institution)

ADA Title II (Public Cultural Institution)

WCAG 2.1 AA Standard

Memorial Mission — Inclusive Access for All Visitors

Public Accountability & Civic Duty

Does your cultural institution's digital experience honor every visitor who comes to engage with it?

Inclusive Web helps government agencies, public institutions, and cultural organizations meet their accessibility obligations — and build digital experiences that truly serve every member of the public.

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