Web Accessibility Expectations for DT

November 17, 2021

For quite some time, digital transformation has been on the increase. Businesses are shifting their strategy away from maximizing the in-person experience and toward expanding their online platforms.

As the epidemic has accelerated the demand for digital innovation, industries like finance have faced challenges in offering a client experience that surpasses expectations. One of these stumbling blocks is adhering to accessibility guidelines.

Financial institutions, in particular, are covered under Title III of the Americans with Disabilities Act. The legislation forbids discrimination against individuals with disabilities and requires companies to make their services accessible to them.

In federal court in 2019, approximately 11 thousand ADA Title III complaints were filed, with around one-fifth of them involving inaccessible websites and mobile applications.

An ADA lawsuit is a nightmare that extends well beyond costly penalties. It's also a public relations nightmare for your communications department, and it may wreck havoc on your internal teams and infrastructure. Here are some things to think about if you want to improve your online accessibility and reduce risk in your digital transformation projects:

It's all about the design

The customer journey is at the heart of great design. Great designers understand that reducing as much friction as possible is crucial to adoption.

For those with impairments, the voyage requires the use of assistive equipment such as screen readers, screen magnifiers, or computer mouse equivalents. These tools will only operate if the user interface is designed with them in mind.

The World Wide Web Consortium produced Web Content Accessibility Guidelines to aid in the creation of an environment that is accessible to people with impairments (WCAG). These rules make it easier for persons with impairments to access and comprehend a website or app.

We at Glance continually aim towards WCAG 2.1 AA compliance as the WCAG evolves to stay up with today's technologies. Following these rules can help your business grow and reduce the risk of a "drive-by" lawsuit.

Your software suppliers

Enterprise software is extremely customizable right out of the box. Keep in mind that it is the site owner, not the vendor, who is responsible for guaranteeing site accessibility.

You risk losing a consumer if your website or app provides a frustrating experience. Because of the restrictions, more than 80% of persons with disabilities have decided to utilize an online service provider. One of the most common reasons given was a lack of online accessibility.

So, what should you be on the lookout for in order to avoid losing customers? When choosing providers, one technique to assure compliance is to look for a VPAT (Voluntary Product Accessibility Template) provided by a reputable third-party industry leader.

Our VPATs are generated by TPGi. Your providers should be devoted to establishing the same level of trust and loyalty with your consumers as you are.

The human factor

According to the CDC, 61 million individuals in the United States have a disability. That's more than a quarter of the population of the United States. It is critical to build an inclusive online environment for your disabled consumers and staff.

There are various online techniques to deliver "anywhere, anytime" service to clients in the digital era. Consider what happens when you visit a banking website.

There are a variety of choices available, including a knowledge center, chat and chatbots, cobrowse, and request a call, to mention a few. These omnichannel experiences are an important aspect of providing a superior consumer experience.

You're establishing a barrier for persons with disabilities if these features don't operate with a screen reader or have form fills that only work with a mouse.

Along with maintaining WCAG-compliant design standards, providing a page devoted to your online accessibility standards is another strategy to develop confidence in your business. Companies like USAA and Chase are two that stick out.

When you build a welcoming online experience for your consumers, you get the following advantages:

  • Non-compliance has a low likelihood of resulting in a lawsuit.
  • Customers that are loyal to your brand and believe in it
  • An increased number of people

That's only one of the numerous benefits of adhering to regulations in your digital transformation efforts!

Interactions on the internet and on mobile devices are becoming "the new normal." Being ADA compliant can help you avoid hazards and earn market share as the world shifts to a digital mentality.

Thanks to Ron Scott at Business 2 Community whose reporting provided the original basis for this story. 

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