Case Study 09

Audited and remediated a customer-facing utilities platform to meet accessibility standards.

Accessibility Audits · UX Research · Utilities

Overview

A utilities provider needed its customer portal to meet accessibility standards, but didn't want a bolt-on fix that made the experience worse for everyone else. The engagement paired an accessibility audit with research into how customers actually used the portal, so remediation improved the experience rather than just checking a compliance box.

Placeholder large image showing an accessibility audit finding

Remediation

Fixes were prioritised by real customer impact, not just severity on paper — colour contrast, keyboard navigation and screen-reader support were addressed first where research showed customers were actually getting stuck, bringing the portal to compliance without a disruptive overhaul.