Accessibility – Ryan Paul Thompson

Accessibility

June 21 2023

JEA – Becoming Accessible and WCAG Compliant

ryan Accessibility, Case Studies accessibility, design, social media, strategy, ui/ux

This case study examines my time with JEA, a community-owned electric utility, and their transformative journey towards embracing accessibility. By adopting the WCAG 2.0, Level A and Section 508 compliance standards, JEA prioritized inclusivity in its digital presence. This case study outlines the comprehensive accessibility training program and the subsequent redesign and content overhaul efforts undertaken by the company. The study also highlights the valuable insights gained through customer interactions, shedding light on the challenges faced by individuals with disabilities. The successful accessibility initiatives not only improved the customer experience but also mitigated legal risks while yielding positive business outcomes.

JEA, a leading community-owned electric utility, recognized the importance of accessibility and undertook a significant initiative to align with the WCAG 2.0, Level A and Section 508 compliance guidelines. This case study explores the steps taken by JEA to enhance accessibility and the resulting benefits for both customers and the organization.

Training and Redesign

JEA initiated an extensive accessibility training program to equip the digital team with the knowledge and skills necessary to implement accessibility standards effectively. This training put myself and a few others in a role to act as the ambassadors of accessibility as we interacted with other departments.

Redesign and Content Overhaul

We embarked on a comprehensive redesign and content overhaul of the entire website to ensure compliance with WCAG 2.0, Level A and Section 508 requirements. The redesign process prioritized a user-centric approach while maintaining the flexibility for departmental contributors to make updates as needed.

This also included a ux overall of many of the tools/applications within the site as well, such as the energy consumption trackers, billing, payment and water planners.

Gaining Insights through Customer Interactions

We discovered multiple user challenges through interactions with the customer service department and engagement on social media platforms. I personally gained valuable insights into the daily struggles faced by individuals with disabilities. Vision, motor, cognitive, and speech disabilities emerged as significant barriers to accessing JEA’s services. Some customers opted to make phone calls or visit the physical headquarters, highlighting the limitations of the existing digital platform.

Holistic Benefits of Accessibility Initiatives

By prioritizing accessibility, JEA significantly improved the the customer experience, enabling them to independently access and utilize JEA’s services online. The redesigned website offered an inclusive and seamless experience, reducing the need for workarounds or alternative channels for assistance.

They still existed, and would continue to be streamlined as well, but at least they would not have to be relied on to the same extent.

Legal Compliance and Risk Mitigation

Achieving WCAG 2.0, Level A and Section 508 compliance shielded JEA from potential legal litigation associated with accessibility non-compliance. By adhering to these standards, JEA demonstrated its commitment to accessibility, thereby mitigating legal risks.

Business Impacts

The accessibility initiatives at JEA yielded positive business outcomes. This was especially apparent in the demand put on customer service.

Moreover, the enhanced online experience resulted in increased customer satisfaction and loyalty, ultimately driving positive brand perception and customer retention.

Conclusion

JEA’s commitment to accessibility, demonstrated through the adoption of WCAG 2.0, Level A and Section 508 compliance, has been instrumental in transforming its digital presence. Through extensive training, comprehensive redesign, and engaging with customers, JEA successfully improved the lives of its customers while safeguarding against legal risks. The accessibility initiatives also yielded notable business impacts, affirming the far-reaching benefits of prioritizing inclusivity.

This journey served as an inspiring case study for me, and pushes me to foster accessibility and inclusivity within every digital ecosystems I touch.

June 5 2023

The Brag House

ryan Accessibility, Case Studies, Design, Product Ownership, Strategy, UI/UX accessibility, product design, product ownership, project management, ui/ux

This case study explores my time with the gaming startup, The Brag House, and how I was tasked with addressing product ownership, project management, and UI/UX challenges. With a strong reputation in the nonprofessional college esports arena and successful partnerships with renowned entities like McDonald’s and Coca-Cola, The Brag House sought to enhance user engagement, improve accessibility, and meet tight timelines for launching a minimum viable product (MVP).

This highlights the strategic steps taken, including design audits, prioritization of feasible enhancements, backlog creation, logic model development, and collaborative efforts among stakeholders, design, and development teams.

The result was the successful launch of the MVP, demonstrating significant progress and leaving stakeholders delighted. The study concludes with the UX professional’s departure on amicable terms, with a positive impact on The Brag House and an optimistic outlook for the company’s future success.

Introduction

The Brag House, a dynamic gaming startup renowned for its accomplishments in the nonprofessional college esports realm, recognized the need to optimize product ownership, project management, and UI/UX aspects. This case study examines my collaboration with them to address these challenges and to elevate the company’s gaming platform.

Strengthening Product Ownership and UI/UX

The Brag House aimed to enhance product ownership practices and resolve accessibility and UX issues. This included auditing and syncing the various UX concepts that were floating amidst the company, resolving design/development bottlenecks, and meeting a tight timeline for launching the MVP.

Understanding User Needs and Competitive Spirit

The Brag House held a unique understanding of its users’ desire to promote college affiliations and the competitive nature inherent in college esports. The objective was to align the platform with these user aspirations.

Design Audit and Feasibility Assessment

An extensive design audit was conducted, evaluating existing designs and identifying areas for improvement. The team then determined feasible enhancements for incorporation into the MVP, considering resource constraints and potential design improvements to expedite development.

Backlog Creation for Future Iterations

Ideas that couldn’t be immediately implemented were documented and organized into a backlog for future iterations. This ensured that valuable concepts weren’t lost and could be revisited when resources permitted.

Logic Models, Process Flows, and Sitemaps

Logic models and process flows were developed iteratively to address recurring development challenges. Stakeholders provided sign-off, creating alignment and facilitating shared understanding. Comprehensive sitemaps were also created, encompassing error scenarios, member vs. non-member access, and customer remediation to provide a holistic view of the product.

Collaboration with Distributed Teams

I lead the collaboration between design and development teams across multiple time zones. Close partnerships were formed with the design team, utilizing Figma for real-time collaboration and executing UX tasks as needed.

Successful MVP Launch and Progress

Through concerted efforts, The Brag House achieved its goal of launching the MVP. The collaborative approach and focus on UX and development processes led to the most significant progress the company had seen in a year. Stakeholders expressed massive satisfaction with the results.

Conclusion

The collaboration between The Brag House and the UX professional resulted in significant improvements in product ownership, project management, and UI/UX. By conducting design audits, prioritizing feasible enhancements, creating a backlog, and fostering collaboration among stakeholders, design, and development teams, the company successfully launched the MVP and made substantial progress.

The positive outcome allowed me to depart on amicable terms, with an open invitation to return in the future.
I wish them nothing but the best, and I’m rooting for them to succeed!