Three
Now has an industry leading
accessible experience for it's
customers. With an NPS +17.
But that was
not always the case.
In 2020 Ofcom asked Three
to providing accessible
services to customers.
- Empathise -
Who is this affecting?
12%
of users use
high contrast.
8%
of users use
screen readers.
74%
of over 50's
have large fonts
enabled
This is what users see,
not a great experience.
- Define -
what does success looks like?
I defined with stake holders the
main success metrics.
1.
Happiness
Accessibility-Specific Feedback: Monitor
qualitative feedback from users regarding
the ease of use of features like screen readers,
font resizing, or voice commands.
2.
Engagement
Frequency of Accessibility Feature Use:
Track how often users engage with specific
accessibility features (e.g., voice controls,
screen readers, high contrast modes).
3.
Adoption
Percentage of Users Enabling Accessibility
Features: Measure how many users activate
accessibility options during onboarding or
within the first few interactions with the app.
I then started working with developers,
stakeholders to bake in accessibility
from the ground up.
I used established guidelines to inform the the team on best practices.
Apple · Human Interface Guidelines.
WCAG & a11y Guidelines.
Google · Material Design.
New accessibility product development process from design through to development then testing and launch.
Automating accessibility testing for developers
Automated tool for designers to test designs.
Automated tool for designers to test designs.
- Design & Development -
HIG guidelines advise when larger
fonts are enabled you should
switch to vertical stacked layouts.
So thats what we did.
We also optimised all components for
screen readers.
- Testing -
Throughout the test build myself and
the QA's tested the screen reader
and tap target sizes.
- Launch & Educate -
Before we launched the web team updated
the website to include a help centre
to educate users. The app linked out
to these pages.
Educating on the types of accessibility services we offer.
Walkthrough on how to use accessibility features on web & app.