Walk Accessibility Through the Service
Apply accessibility thinking across touchpoints, content, support, and recovery in a service journey.
Accessibility gap Maria's screen reader flow is slower than the SMS expiry, and phone support loops her back to the website. The page may be accessible while the service remains inaccessible. WCAG plus service journey Perceivable, operable, understandable, robust - across every touchpoint WCAG helps test web content. Service design asks whether the full route to the outcome preserves those conditions across channels and recovery. Shortcut Run a page audit at the end. Accessibility becomes part of service viability. Test the path to the outcome, not only the pages inside the path. 01 Locate demand 02 Trace channels 03 Design…
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