Problem

The Women’s Support Network (WSN) provides critical resources and support services, but their digital platform was not fully accessible to all users, including individuals with disabilities or limited digital literacy. Navigation issues, readability concerns, and inconsistent accessibility features made it difficult for users to access key services and information. The organization sought a UX research-driven approach to assess and enhance the usability of their platform, ensuring an inclusive experience for their diverse audience.

Process

Background Research & Stakeholder Interviews:

To define the key accessibility challenges, I worked closely with WSN’s upper-level management to align the research with organizational goals. I also collaborated with a third-party accessibility auditor to validate the usability audits and ensure compliance with accessibility standards such as Web Content Accessibility Guidelines (WCAG).

Usability Audits & Accessibility Evaluation

I conducted a full usability audit, evaluating the website against industry accessibility standards. This included:

• Identifying navigational barriers that prevented users from easily accessing services.

• Evaluating color contrast, font size, and readability to ensure visibility for users with low vision.

• Testing keyboard navigation and screen reader compatibility to improve accessibility for individuals using assistive technologies.

Key User Pain Points & Findings

Through the usability audit, I identified multiple critical accessibility gaps, including:

• Complex navigation: Key services were difficult to locate due to an unclear menu structure.

• Low contrast and readability issues: Text on the website lacked sufficient contrast, making it difficult to read for users with visual impairments.

• Inconsistent accessibility features: Some pages included proper headings and labels, while others lacked clear structure for screen readers.

Proposed UX Accessibility Enhancements

Based on my findings, I prioritized 15+ research-backed improvements to optimize accessibility. These changes were structured into short-term fixes and long-term design enhancements.

Key Recommendations:

• Improved Navigation Flow: Simplified menu structure and clearer labeling for essential services.

• Enhanced Readability & Contrast: Adjusted text sizes and color contrast to meet WCAG standards.

• Keyboard & Screen Reader Compatibility: Ensured full keyboard navigation and improved screen reader tagging for critical pages.

Results & Impact

• Increased Accessibility: Internal reports from WSN indicated that over 1,000 users, including individuals with disabilities, benefited from improved navigation and usability after implementing accessibility enhancements.

• Enhanced Engagement: More users successfully accessed WSN’s digital resources, leading to a measurable increase in service utilization.

• Smoother User Experience: Improved structure and readability reduced friction in accessing key support services.

By implementing these accessibility enhancements and validating them with an external auditor, I helped transform WSN’s digital experience into a more inclusive and user-friendly platform—allowing all users, regardless of ability, to access critical support services.

User Feedback:
"I used to struggle to find resources on the website, but now it’s so much easier to navigate." – Community Member
’"The accessibility improvements have made a huge difference for our users. Now, more people can easily access our services without barriers." – WSN Team Member