Customer Engagement Tool Accessibility
Providing ongoing remediation and inclusive design governance.
Challenge
Accessibility needed to be integrated across a complex customer engagement ecosystem spanning multiple products, user journeys, and cross-functional teams. While accessibility was recognized as an important business objective, guidance around WCAG 2.2 compliance, testing, remediation, documentation, and governance practices was not yet consistently applied across the platform. This created challenges in establishing a unified approach to accessibility, scaling inclusive design practices, and ensuring a consistent experience for users across digital touchpoints.
Approach
As the lead accessibility subject matter expert, I conducted accessibility assessments and audits to identify compliance gaps and usability barriers. I collaborated closely with designers, developers, product managers, and QA teams to support remediation efforts, provide accessibility guidance, and promote inclusive design practices throughout the product lifecycle. In addition, I authored VPATs and accessibility documentation, while establishing recommendations, patterns, and best practices that helped product teams incorporate accessibility more consistently into their workflows.
Outcomes
These efforts improved WCAG conformance across the platform and helped strengthen accessibility awareness and capabilities among cross-functional teams. By embedding accessibility into existing processes and establishing more consistent practices, the organization was able to create a more scalable and repeatable approach to accessibility, reducing the need for costly late-stage remediation and supporting long-term accessibility maturity.
