Category
5 articles
Phone support is still a critical UK service channel, yet IVR menus and hold queues are rarely audited with the same rigour as websites. This field guide sets out a repeatable ringback audit for callers who are Deaf, hard of hearing, cognitively overloaded or calling from noisy, low-signal environments.
Virtual waiting rooms now sit inside NHS services, council portals and ticketing sites, yet they are often treated as temporary placeholders. This accessibility-led review sets out how UK teams can make waiting transparent, fair and usable for everyone.
Consent banners often satisfy the letter of a process while making refusal laborious. This field guide examines the usability and accessibility costs of asymmetric buttons, pre-selected categories and re-prompt loops — and sets out a plainer pattern.
Conformance to WCAG 2.2 AA and a clean automated scan are necessary but not sufficient for UK service providers, who also carry an anticipatory duty to make reasonable adjustments. This audit framework takes product teams through sign-up, checkout, support, content and assistive technology testing to find the gaps that tick-box audits routinely miss.
Accessibility overlay widgets promise a fast route to compliance for a monthly fee. For UK product teams, that promise is increasingly difficult to defend against the Equality Act 2010 and the public sector accessibility regulations. This piece sets out what the law actually requires and outlines a remediation roadmap that survives scrutiny.