Situation
In 2020, as a UX leader at RLI Insurance, I was responsible for ensuring our websites and mobile apps complied with web accessibility standards to provide a fair and inclusive experience for all users. Without these standards, we risked poor user experiences and potential legal compliance issues. The challenge was to develop a comprehensive web accessibility program that would apply across multiple technologies and platforms, both internal and external, including standards, processes, training, and fostering a culture of accessibility-first design.
Actions
- Collaboration with Industry Experts: Partnered with experts to understand accessibility regulations and their impact on finance and insurance organizations.
- Audit and Assessment: Conducted a thorough audit of existing technology platforms to evaluate their accessibility status, identify issues, and recommend solutions.
- Establishment of Standards: Developed comprehensive accessibility standards and principles to promote best practices across all platforms.
- Creation of Tools and Processes: Designed and implemented tools and processes for continuous evaluation and resolution of accessibility issues.
- Training and Education: Developed role-specific training programs for platform owners, developers, testers, and the broader organization, emphasizing responsibilities and actionable steps to ensure accessibility.
- Deployment: Rolled out the program, prioritizing high-impact platforms to quickly address the most critical accessibility issues.
Results
This initiative not only resolved immediate accessibility issues but also ingrained an accessibility-first mindset within the organization. Results include:
- Issue Resolution: Corrected accessibility issues on high-priority platforms, enhancing user experience and compliance.
- Training Completion: Successfully completed and disseminated training across the organization, increasing awareness and knowledge of accessibility standards.
- Sustainable Compliance: Established tools and processes to ensure ongoing compliance with accessibility standards, creating a sustainable model for future projects.