DOCOMO incorporates universal design concepts in its development of highly user-friendly mobile phones for a wide range of customers, including the disabled, the elderly and children.

Barrier-free layouts are built into DOCOMO Shops. Specific features include priority parking for the disabled, wheelchair-accessible restrooms, store openings with wide passageways and sloped ramps, and other designs that make these stores generally more accessible to wheelchairs. The number of barrier-free stores totaled 217 locations as of March 2007.

The DOCOMO Hearty Plaza in downtown Tokyo offers special services and designs that are—and continue to be—developed with input from universal design experts and people with disabilities. For example, visually and hearing-disabled people are offered instruction in how to use their phones. Presented in an unhurried manner, the course covers tasks such as creating e-mails and making video calls. In 2004 the Japan Industrial Design Promotion Organization presented the facility with a Good Design Award—Japan's only program for recognizing superior design in a wide range of categories—recognizing the Plaza's incorporation of universal design concepts in both services and facilities.

DOCOMO provides a variety of CSR-minded services, such as special discounts for people with disabilities, user manuals in Braille and audio-readout formats.