• Technology Stack
    Technology stack:
    NVDA JAWS wave CKSource-Accessibility-Checker DYNO mapper
  • Industry
    Industry:

    Retail

  • Service
    Service:

    QAT (Accessibility Assurance)

  • Summary
    Summary:

    The client partnered with Trigent to ensure that its web application features are comprehensively tested and comply with the standards recommended by Section 508 and the WCAG 2.0. Trigent’s domain experts with special skills and knowledge about accessibility testing tools and frameworks created a special suite of use cases and developed a strategic plan for implementing accessibility assurance.

Major US Multi-store Retailer Ensures Frictionless CX for the Differently-Abled with Trigent’s Accessibility Assurance

About the client

The client is an American multi-store retailer with a significant online presence. The client serves customers in the United States and also across countries in Europe and Asia. While the retailer's products are for customers of all age groups, they are very popular with families and adults aged 35 and above. They deal with products that are local specialties and have a global demand as a result of their product quality, reliable supply, anywhere shipping, and transparent pricing.

Challenge

With an intention of growing its business, the client desired to expand its market/audience reach. A large segment of their audience were seniors with visual and motor impairments. The CX needed to ensure a meaningful experience for these users as well. This required implementing several technological enhancements to their existing web application such as screen readers, speech recognition software, screen magnification software, to name a few.

The client desired to upgrade and launch its next-gen web application to drive inclusion for the 59.6% differently-abled to shop online with a frictionless UX (user experience) for this segment.
In addition to the typical Quality Assurance processes, the client needed to ensure specific measures to uncover bugs and design flaws that may lead to poor user experience (UX) for differently-abled users.

Solution

The client wanted to ensure that its web application features are comprehensively tested and complied with the standards recommended by Section 508 and the WCAG 2.0 (Web Content Accessibility Guidelines). The client decided to partner with Trigent for this initiative.

As a part of Trigent’s Accessibility Assurance, the team reviewed the existing web application design and identified gaps with regard to the application. Trigent’s domain experts with special skills and knowledge about accessibility testing tools and frameworks created a special suite of use cases and developed a strategic plan for implementing accessibility assurance.

The team used custom tools such as SortSite and WAVE, to name a few, to verify application quality with regards to accessibility. The team tested the next-gen web application that focused on the user experience journey across the following disabilities:

Visual impairment
Hearing impairment
Motor disabilities
Speech disabilities
Cognitive disorders
Assure Accessibility CX Across Platforms For The Differently AbledCall Us Now

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Trigent’s Approach and Methodology

The team ran several checks to ensure that the applications were compliant and aligned to the POUR (Perceivable, Operable, Understandable, and Robust) principles of functional disability.

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Automation tests were conducted to ensure user satisfaction and compliance with the market software standards. Several features such as speech recognition, screen magnification, color contrast, and labels, to name a few, were tested. Automated regression tests were also conducted for cost-effectiveness. Trigent’s comprehensive automation suite was leveraged for a frictionless and connected user experience.

Additionally, to attain detailed feedback on the web application and ensure adequate usability for the differently-abled, functional testing with regards to screen reader compatibility, keyboard accessibility, to name a few, was done.

Business Impact/ Outcome

Improvement in the web traffic and search engine ranking by close to 7.2%
Enhancement of the company’s brand image
Successful expansion of the audience base by the inclusion of close to 56.7 million Americans with a disability
Minimization of legal risk