Checklist Guide: Embedding Accessibility Throughout the Customer Lifecycle

Jan 21

Written By Brenda Mendoza

1. Product Design & Development

Ensure your product adheres to Web Content Accessibility Guidelines (WCAG).
Conduct accessibility audits during all stages of development.
Include individuals with disabilities in user testing to identify and resolve barriers.
Provide alternative ways to interact with your product, such as screen reader compatibility and voice commands.

2. Social Media Communication

Add alt text to all images and graphics.
Provide subtitles or captions for video content.
Use camel case for hashtags (e.g., #AccessibleDesign).
Ensure sufficient contrast between text and background colors.
Avoid overly complex visuals or text-heavy graphics.

3. Website & Mobile App Accessibility

Audit your website’s accessibility with tools like Lighthouse or WAVE.
Use clear, simple navigation and descriptive labels.
Ensure keyboard navigability for users who cannot use a mouse.
Optimize text readability with adjustable font sizes and scalable content.
Add ARIA (Accessible Rich Internet Applications) landmarks to enhance screen reader navigation.

4. Customer Onboarding

Offer multiple formats for onboarding materials, such as audio, video, and text.
Provide live training with sign language interpreters or real-time captioning.
Design step-by-step guides with inclusive language and visuals.

5. Internal Employee Communications

Ensure internal communication tools (e.g., Slack, Teams) are accessible to employees with disabilities.
Use closed captioning in all video calls and presentations.
Regularly train employees on accessibility best practices.

6. Customer Support

Provide multiple contact options (e.g., live chat, email, video with ASL interpreters).
Train support staff on responding to accessibility needs effectively and respectfully.
Create a feedback loop where customers can report accessibility challenges.

7. Marketing Campaigns

Design email campaigns with accessible templates (e.g., proper header structure, alt text for images).
Test digital ads for color contrast, text size, and screen reader compatibility.
Include inclusive imagery that reflects diverse audiences.

8. Monitoring & Continuous Improvement

Regularly review and update accessibility practices as technology and standards evolve.
Track user feedback and make improvements accordingly.
Appoint an Accessibility Champion or team within your organization to oversee initiatives.

Tools to Get You Started

Accessibility Testing Tools: WAVE, Axe, Lighthouse.
Captioning Tools: Otter.ai, Rev, or built-in YouTube captions.
Checklist Frameworks: WCAG guidelines, ADA standards.

By embedding accessibility into every stage of the customer lifecycle, you not only create a more inclusive experience but also strengthen your brand and business outcomes. Ready to get started?

Brenda Mendoza