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What are the best practices to ensure your user journey is accessible?

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Accessibility is not only a legal and ethical requirement, but also a competitive advantage for your product. By ensuring that your user journey is accessible, you can reach a wider and more diverse audience, improve user satisfaction and retention, and avoid potential lawsuits and penalties. In this article, we will share some of the best practices to ensure your user journey is accessible, from planning and design to testing and evaluation.

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Joelle Phua

Product Designer | Content Creator | Crafting compelling design experiences & social media content for impactful brands

1 Understand your users

The first step to creating an accessible user journey is to understand your users and their needs, preferences, and challenges. You can do this by conducting user research, such as interviews, surveys, personas, and scenarios, and involving people with disabilities in the process. You can also use accessibility guidelines, such as WCAG 2.1, to identify the common barriers and requirements for different types of disabilities, such as visual, auditory, cognitive, motor, and speech impairments.

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Joelle Phua

Product Designer | Content Creator | Crafting compelling design experiences & social media content for impactful brands
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One lesson I learnt is to consider how to bridge the physical with the digital. Digital accessibility and inclusion is key, but our lives aren't lived online. Therefore we must consider - what environments are our users in? - what state of mind are they in? - what situations are they in?

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2 Design for accessibility

Designing your user journey with accessibility in mind, following the principles of universal design, is the second step to ensure that your product is usable by everyone, regardless of their abilities, devices, or contexts. This can be achieved by applying clear and consistent navigation, labels, and feedback; providing multiple ways to access and interact with content; using sufficient color contrast, font size, and spacing; providing alternative text, captions, transcripts, and audio descriptions for images, videos, and audio content; using simple and concise language; and ensuring that your content is adaptable to different screen sizes, orientations, and resolutions.

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Joelle Phua

Product Designer | Content Creator | Crafting compelling design experiences & social media content for impactful brands
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Utilise the tools out there like Figma Plugins, Stark but also start with the "edge cases". In fact if it's an 'edge case', it's still someone's experience. Therefore, we have to consider the unhappy paths and how that can impact their experience, loyalty and trust in our brands.

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3 Test for accessibility

The third step is to test your user journey for accessibility, using a combination of automated and manual tools and methods. You can use accessibility checkers, such as WAVE or Lighthouse, to scan your product for common accessibility issues, such as missing alt text, low contrast, or invalid markup. You can also use assistive technologies, such as screen readers, magnifiers, or voice control, to simulate how your product works for different users. However, these tools and methods are not enough to guarantee accessibility, as they cannot capture the nuances and variations of human experience. Therefore, you should also conduct usability testing with real users with disabilities, and collect their feedback and suggestions.

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Joelle Phua

Product Designer | Content Creator | Crafting compelling design experiences & social media content for impactful brands
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Accessibility and inclusion goes beyond colour contrast and legibility, though that is important. It also means we are reflexive in our own position as designers and researchers Questions to ask ourselves include: - what is our position as researcher? - what biases might we have? - what power dynamics do we carry?

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4 Evaluate and improve

The final step is to evaluate and improve your user journey based on the results of your testing and user feedback. You should use quantitative and qualitative metrics, such as completion rates, satisfaction scores, error rates, and comments, to measure the accessibility and usability of your product. You should also prioritize and address the most critical and frequent issues, and implement the necessary changes and enhancements. Moreover, you should monitor and update your product regularly, as accessibility is not a one-time task, but an ongoing process.

By following these best practices, you can ensure that your user journey is accessible, and that you deliver a positive and inclusive user experience for everyone.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Deborah Arroyo

User Experience Design & Strategy Consultant | NN/g UX Master (UXMC) | UX/UI, Visual Design, AI
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To ensure accessible user journeys, design inclusively from the start, considering diverse needs. Provide clear navigation, descriptive text for images, and maintain color contrast. Ensure keyboard operability and responsive design for various devices. Create accessible forms with proper elements and instructions. Include captions for videos and choose readable fonts. Regularly test with assistive technologies to identify and address issues. Accessibility benefits everyone, emphasizing the importance of inclusive design practices.

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What are the best practices to ensure your user journey is accessible?

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5

1 Understand your users

2 Design for accessibility

3 Test for accessibility

4 Evaluate and improve

5 Here’s what else to consider

Product R&D

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What are the best practices to ensure your user journey is accessible?

1

2

3

4

5

1 Understand your users

2 Design for accessibility

3 Test for accessibility

4 Evaluate and improve

5 Here’s what else to consider

Product R&D

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