WEB Accessibility Assessment in Allente

A comprehensive accessibility audit and redesign project focused on making Allente’s digital platform inclusive and compliant with WCAG 2.1 standards.

Client

Allente

Role

Web accessibility expert

Duration

16 Months

Year

july 2024 - nov 2025

Project Overview

As a UI/UX Designer, I led an accessibility assessment and improvement initiative focused on creating a more inclusive and compliant digital experience across a complex, multi-platform ecosystem. The project covered customer-facing web platforms, mobile applications, TV interfaces, and set-top box systems—each with varying levels of accessibility maturity. The primary goal was to evaluate the current user experience against established accessibility standards, particularly WCAG 2.1 AA, and prepare the product ecosystem for upcoming regulatory requirements under the European Accessibility Act (EAA). Through a combination of automated audits and manual testing, I identified critical usability barriers affecting users with visual, auditory, and motor impairments.

Beyond identifying issues, my role extended to translating accessibility gaps into actionable UX improvements. I worked closely with cross-functional teams to define design solutions, prioritize fixes based on impact, and contribute to a scalable accessibility strategy that aligns with both user needs and business goals. This project was not just about compliance—it was about ensuring that all users, regardless of ability, can seamlessly access and interact with digital services.

Problem Statement

Users with disabilities were unable to effectively navigate and consume content across multiple platforms.

Missing alt text
Poor color contrast
Lack of screen reader support
Weak keyboard navigation
No responsiveness in mobile apps
Accessibility inconsistencies across platforms

🎯 Objectives & Goals

Overview of Accessibility Act – System Demo

Accessibility Documentation from NCW

Welcome to the Official Documentation of the Accessibility Act on NCW. I will be covering key points implemented by the NCW to improve and make our Customer Web more accessible to those with difficulty in hearing or any disabilities.

Please note: All accessibility changes are consistent across all countries and all components on the Nordic Customer Web. Each change is reflected onto Windows, MacOS, iOS, Android Mobiles & Tablets. Here youʼll find an overview of how the accessibility features for Nordic Customer Web has greatly enhanced the user interaction with the Web Hereʼs our PI System Demo attached where you can find an overview of the features presented by the developer.

Iʼve attached demos of common scenarios executed on the Web such as buying a new subscription or modifying an existing one on MyPage using only the keyboard for navigation

Accessibility on Nordic Customer Web – New Sales

Accessibility on Nordic Customer Web – MyPage – Upgrade Subscription

Accessibility on Nordic Customer Web – MyPage – Buying Additional Services (Addons)

The Nordic Customer Web

The Main NCW Component consists of browsing the Web including marketing, promotions, product details, additional services and prices/offers Customers can also buy a new subscription – (NewSales) Customers can login on NCW to view details of their current subscription or upgrade/downgrade or perform changes on their subscription – (MyPage) Customers can buy additional services on-top of their current subscription via EDM Templates (Customized offers via Emails) – (Upsales)

1 - Screen Reader Compatibility

We have worked to improve the HTML and ARIA Labels for a smoother reader navigation. We have also created some guidelines for our CMS Editors & Web Content Managers on best practices for setting up these blocks so our Customers can easily navigate through them We have ensured that our accessibility changes remain consistent with all kinds of different screen readers whether they’re on the OS Level or Web browser. I will be attaching a demo of screen readers across various devices including Chrome/Edge on Windows & Safari on MacOS

Windows Narrator

MacOS – Safari – VoiceOver

2 - Keyboard Navigation

We have also worked on making sure our Customer Web is fully accessible via the keyboard only simplifying navigation using tab spaces and arrow keys This ensures a faster, quicker and more accessible Web.

Windows 11 – Navigating the Web with the Keyboard

3 - Alt Text for Images

Another goal implemented by the NCW Team was adding and implementing descriptive text elements for accessibility This includes displaying a text that describes the image and further enhances the experience of disabled individuals. Some older blocks such as the Old Promo Blocks donʼt have descriptive Alt text for images since those blocks are now outdated So the newer promo block, as shown in the image above, is now being used across the NCW while the older ones are being phased out, so this feature is still a work in progress as the Content Editors work on implementing the newer blocks.

4 - Focus indicators

Focus indicators are critical to ensure the Customer can clearly see which element of the webpage they are currently focused on either through keyboard navigation or via a screen reader We have developed interactive focus indicators which clearly indicate the current selected element. These focus indicators can also be viewed in the above screen recordings attached in Segment 1 & 2 as they appear during screen readers & keyboard navigation.

5 - Text Resize

The Nordic Customer Web is highly responsive as explained in the next section. We support up to 200% text resizing on desktop while still maintaining the critical/core elements on our Web needed to relay the required information to the Customers. The following is a demo that shows how convenient it is for a Customer to resize his browser to 200% and till have a seamless experience browsing our web as well as managing their subscription on MyPage.

6 - Responsive Design

Responsiveness has always been a core element of the Nordic Customer Web. This is because Customers access the NCW via mostly their mobile devices/tablets, so every feature is developed and tested with responsiveness in mind. The Responsiveness is supported across various devices and OS such as Android, iOS, Windows, MacOS, iPadOS.

Windows

ipad

Ios

Android

Accessibility Scores (NCW)

My page:

The MyPage is where the Customer can manage their subscription such as upgrading/downgrading or adding/cancelling additional services We have significantly boosted our accessibility scores by utilizing a plugin called Lighthouse that makes an assessment on how accessible how Web is with respect to accessibility
subscription – (MyPage) Customers can buy additional services on-top of their current subscription via EDM Templates (Customized offers via Emails) – (Upsales).

Before

After

Key Achievements

Successfully conducted a comprehensive accessibility audit across web, mobile, TV clients, and set-top box platforms, identifying critical usability barriers and compliance gaps.
Improved overall accessibility compliance of the customer web platform to approximately 80% (WCAG 2.1 AA aligned) through structured recommendations and design interventions.
Defined and implemented scalable solutions for core accessibility issues, including alt text coverage, color contrast improvements, and keyboard navigation enhancements.
Contributed to the integration of screen reader support for web platforms and supported the roadmap for implementation across TV and mobile environments.
Played a key role in preparing the product ecosystem for the European Accessibility Act (EAA) 2025, reducing potential legal and usability risks.
Collaborated with cross-functional teams (development, product, and legal) to prioritize accessibility fixes based on impact, feasibility, and user needs.
Helped establish a long-term accessibility strategy and roadmap, ensuring continuous improvement beyond initial compliance.
Elevated awareness of inclusive design practices within the team, positioning accessibility as a core UX and business priority, not just a compliance requirement.

Results & Impact

95%

WCAG 2.1 Level AA Compliance

45%

Increase in accessible user interface

30%

Reduction in churn rate

The accessibility improvements not only made the platform compliant but also enhanced the overall user experience for all users, resulting in increased engagement and positive feedback.