As a UX leader at RLI Insurance, I was responsible for the customer experience vision and strategy across the company’s technologies. One important aspect of my role was to ensure that our websites and mobile apps complied with web accessibility standards, in order to provide a fair and inclusive experience to all users. If these standards were not in place, it could result in poor user experience and legal compliance issues.
The challenge that I faced was to develop a web accessibility program that would apply across multiple technologies and platforms, both internal and external. The program needed to include standards, processes, training, and create a culture of accessibility-first design .
To develop this web accessibility program, I collaborated with industry experts to:
- Research accessibility regulations and their impact on finance and insurance organizations.
- Conduct an audit of our existing technology platforms to assess their accessibility status, identify issues, and make recommendations for fixes.
- Establish accessibility standards and principles to promote best practices.
- Create tools and processes to enable teams to continuously evaluate and address accessibility issues.
- Design role-specific training and education for platform owners, developers, testers, and the company at large, emphasizing their responsibilities and actions to ensure accessibility.
- Deploy the program, starting with high-priority platforms.
- Corrected accessibility issues on high-priority platforms.
- Completed training and made it available to the organization.
- Established tools and processes to ensure future compliance.