When Easy Read Isn’t: Why AI Still Needs Experts by Experience
Many organisations are starting to use AI to get complex documents into a supposedly Easy Read format
AI can be amazingly helpful. It can shorten sentences, simplify vocabulary, and give a document a much clearer structure
But there’s an important risk: text can become easier to read without becoming easier to understand.
That’s why IC Works does not rely on AI alone. We use experts by experience to review and improve every Easy Read document, so that the information is not just readable - it is genuinely usable
Easy to read vs. easy to understand
A document can look ‘Easy Read’ on the page, but turn out to be hard to use in real life
For people with cognitive impairment, understanding is often about more than words. It can depend on things like:
knowing what will happen next
knowing what to do first
knowing what to do if you get stuck
knowing what you are allowed to ask for
feeling confident enough to act
A document that leaves these vital things out? We call it Deceptively Easy Read.
Yes, it seems crystal clear, but it still doesn’t help you truly understand it or take action.
What AI can miss
AI is designed to produce smooth, complete-sounding text. When it simplifies, it often removes things it thinks are ‘extra’ or not really necessary
But in accessible information, those ‘extras’ often turn out to be the most important part. They are the experience layer - the practical, real-world details that help people make sense of what they are reading.
For example, AI may shorten a document by removing:
the real sequence of events (what happens first, next, and last)
‘what if’ information (what if I can’t do this, or don’t understand?)
permission (is it OK to ask for help or reasonable adjustments?)
how and when to ‘speak up’ (what to say or ask in certain situations)
reassurance and expectation-setting (what is normal, what is not?)
Including such mundane details can make a document feel cluttered and unpolished, as they seem too obvious to mention. Which is why an AI will automatically strip them out. But they are often what make a document truly accessible.
The IC Works approach? ‘Wash The Experience Back In’
At IC-Works, we use experts by experience because they know what it is like to rely on accessible information and just how bad things can get when they can’t.
They help us check what AI and conventional rewriting often miss:
Where do people actually get stuck?
What would someone need to know before they can act?
Which missing detail could cause worry, confusion, or avoidance?
What support does the text assume - and is that realistic?
What would make this feel safe and doable?
This process ‘washes the experience back in.’ It turns a simplified document into one that supports real understanding.
How we create IC Works Easy Read documents
Here is what clients can expect from our process:
1) We start by understanding the purpose
We clarify:
Who the document is for
What the reader needs to do
What a good outcome looks like
2) We simplify the language carefully
We rewrite in plain language and Easy Read structure:
short sentences
clear headings
one idea at a time
consistent formatting
supportive images (AI creates images with zero guarantee they’re appropriate)
AI may be used to help generate an early draft, but doesn’t make any final decisions
3) Experts by experience review for real-world usability
This is the key step. Our expert panel checks whether the document supports:
understanding the situation
knowing what to do step-by-step
knowing what to do if something goes wrong
confidence to act
clarity about rights, choices, and support
readers with cognitive challenges
4) We fix omissions (not just wording)
Our improvements aren’t just about ‘difficult words.’ They tackle absent guidance, like:
What will happen at an appointment
What to bring
Who can help
What to do if you feel overwhelmed
What questions to ask
What to do if the plan changes
5) Final quality checks
We check that:
wording matches meaning
images support understanding (and do not confuse)
The Easy Read document stays focused on what readers need
Why this matters for your organisation
If your Easy Read document is ‘deceptively Easy Read,’ it can lead to:
missed appointments or missed steps
misunderstandings about rights or options
increased anxiety and avoidance
greater dependence on others to explain things
lower trust in services
Accessible information is not just a style of writing. It is an understanding outcome.
An outcome that’s much more likely if those with lived experience are ‘in the loop’.
Call to action: how IC Works can help you
If your organisation is using AI to simplify documents (or even just considering doing this) we can help you do it safely and effectively
IC Works can:
Review AI-generated Easy Read drafts
Co-produce Easy Read documents with experts by experience
Create a consistent Easy Read style and workflow for your service
Help you avoid ‘deceptively Easy Read’ and focus on real usability
If you’d like us to review a document or talk through a project, please get in touch - and we’ll explain the best approach for your audience and goals.
