Designing with purpose: Khoros’ approach to digital accessibility and user experience

Many organizations today must ensure their web applications are accessible to all users, including those with disabilities. This is a matter of regulatory compliance but also of ethical responsibility and market expansion.

Achieving web accessibility isn’t always straightforward, particularly with the maintenance of older web applications that have been heavily customized. These present unique challenges that make accessibility updates particularly demanding in terms of time and cost. But if you do it right, there’s an opportunity.

Good digital accessibility practices don’t just enhance the user experience — they drive tangible business outcomes. According to accessibility experts at Level Access, 87% of professionals saw improvements in customer satisfaction, while 81% reported a positive impact on customer acquisition. These results indicate that organizations increasingly recognize the strong business benefits of investing in accessible digital solutions.

What's more, organizations that prioritize accessibility from the start are seeing significant benefits compared to those that implement reactive solutions.

Accessibility standards and requirements are continually evolving. As technology changes, so must accessibility practices—and with good reason. With new regulatory requirements on the horizon, organizations must ensure that their web and digital properties are compliant. Below are a few standards and laws to be aware of:

The Web Content and Accessibility Guidelines (WCAG) provide a single shared standard for web content accessibility that meets the needs of individuals, organizations, and governments internationally. Developed by the Worldwide Web Consortium (W3C), the WCAG explains how to make web content more accessible to people with disabilities. Web “content” generally refers to the information in a web page or web application, including:

• natural information such as text, images, and sounds

• code or markup that defines structure, presentation, etc.

Most organizations work to ensure that their web and mobile content meets the guidelines set forth by the WCAG.

The European Accessibility Act (EAA) 2025 is a new regulation that aims to ensure that people with disabilities and older people can access a wide range of digital services and products. The deadline for EAA compliance is June 28, 2025. Key points that organizations should be aware of include:

• It applies to all businesses in the EU and to businesses outside the EU that provide services to EU residents.

• The only businesses that are exempt are those with fewer than 10 employees.

• The EAA applies to many products and services, including websites, apps, e-commerce, e-banking, e-books, ticketing systems, and ATMs.

• The EAA aims to harmonize accessibility laws across all EU member states.

Title II of the Americans with Disabilities Act (ADA) provides rules that US state and local governments must abide by, including requirements for web and mobile content accessibility. To understand the importance of these requirements, consider that individuals who are blind may use a screen reader to deliver visual information on a website or mobile app as speech. A state or local government might post an image on its website that provides information to the public. If the website does not include text describing the image (sometimes called “alternative text” or “alt text”), individuals who are blind and who use screen readers may have no way of knowing what is in the image because a screen reader cannot “read” an image.

Beyond being a business advantage and a legal requirement, accessibility can be a competitive differentiator. Level Access reports that most respondents view digital accessibility as a competitive advantage. This perception is particularly strong among B2B/B2G organizations in industries like financial, business, and professional services.

This growing recognition reflects the importance of accessibility for compliance and client expectations, emphasizing its role in driving business success. Different industries will face unique challenges when implementing digital accessibility standards, which require tailored approaches to ensure continued compliance and enhance user experience. Below are specific considerations for various sectors:

Telecommunications

A telecom provider will want to ensure its customer service interfaces are fully accessible, allowing users with visual disabilities to navigate their website and mobile app seamlessly. This could involve integrating screen reader compatibility and providing alternative image text, enabling all customers to access service updates and plan options.

Financial Services

Banks and financial institutions must prioritize accessibility in their online banking platforms to ensure that all forms and documents are compatible with screen readers and

provide clear, accessible information about financial products. For example, enabling text-to-speech options can aid customers who are blind or have low vision in understanding account statements.

High-tech products/services

Tech companies need to ensure that their software applications are designed with accessibility features like adjustable text sizes and customizable color schemes. For example, a software company might implement keyboard navigation options for users with motor disabilities, allowing them to interact with their products without relying solely on a mouse.

Utilities

Utility companies can enhance accessibility by ensuring their customer service portals are user-friendly for all, including those with cognitive disabilities. For example, providing simplified interfaces and clear language on billing statements can help customers better understand their usage and payment options.

Retail

An online clothing retailer can include size guides and fit videos accessible to all customers, enhancing the shopping experience with screen reader compatibility and descriptive alt text on product images.

Travel and Hospitality

In the travel sector, airlines can implement accessibility features, such as straightforward navigation and options for wheelchair assistance, in their booking systems. For example, they could provide real-time updates about flight statuses with audio announcements and visual cues for travelers with hearing or visual disabilities.

Legacy applications often rely on older versions of web frameworks, which may not support the latest accessibility features. Upgrading these frameworks to newer versions can break existing customizations, leading to significant development overhead.

User interface accessibility requirements typically include keyboard navigation, semantic markup, sufficient color contrast, and compatibility with screen readers. Implementing these changes demands a thorough understanding of accessibility principles from both the design and development teams. While these updates can be technical, they also require a comprehensive awareness of accessibility best practices among team members.

Beyond internal updates, every customized software implementation must independently ensure that customizations meet up-to-date accessibility standards. This multiplies the effort as each entity must identify, redesign, develop, and test accessibility for each implementation.

Business moves increasingly fast with siloed web and mobile projects that can sneak under the radar. You want to maintain conformance with accessibility standards as part of your software procurement process and within your in-house dev and design teams. It’s much easier to operate with an accessibility mindset across your organization than to try to take corrective actions after the fact. This is why it’s important to develop with accessibility in mind at the start.

Creating an inclusive digital environment means addressing the diverse experiences of individuals with various disabilities. Here are some common barriers that people with different types of disabilities encounter. By being aware of these barriers, you can create more inclusive digital experiences that cater to the needs of all users.

Visual disabilities

Users who are blind or have low vision may struggle navigating websites and applications that lack sufficient color contrast, descriptive alt text for images, or screen reader compatibility. To meet these users’ needs, implement high-contrast color schemes, provide alternative text for all visual content, and ensure that all interactive elements can be accessed using keyboard navigation.

Hearing disabilities

If captions or transcripts are not provided, these individuals may miss out on audio content, such as video tutorials or announcements. Therefore, you must consider adding closed captions and transcripts to all audio and video materials to ensure crucial information is accessible in written form.

Speech disabilities

These users might struggle with voice-controlled applications or features that rely on verbal commands for navigation or interaction. To offer a barrier-free experience, provide alternative input methods, such as text-based chat options, and ensure that all voice recognition features can be operated with keyboard shortcuts.

“Treating accessibility as an inclusion initiative, rather than a technical project, leads to more successful outcomes because inclusion doesn’t have a start and end date. Rather than a task to be completed, accessibility must be approached as an ongoing, agile process that evolves with changing standards and regulations, and one that is embedded into the culture of the organization. When accessibility is part of an organization’s DNA, integrated into teams’ processes, it becomes a sustainable long-term practice.”

— Jon Avila, Chief Accessibility Officer, Level Access

The complexity involved in managing and maintaining accessible digital content for both customers and internal teams can add additional time and budget constraints that you may not have thoroughly planned for. This is why it’s important to develop with accessibility in mind at the start. Create development and design processes that ensure accessibility is considered within all digital projects and properties.

Both customers and employees use web and mobile tools. During your procurement process, it’s important to document each software vendor's accessibility status by requesting a Voluntary Product Accessibility Template (VPAT) or Accessibility Conformance Report (ACR).

Third-party auditors can assess your current accessibility status and identify gaps that must be addressed to remain compliant with standards. How you identify and assess risk and what level of risk your company is willing to accept is a decision best made with the help of legal professionals.

To simplify the process, we’ve provided some key tips that you can use to understand where you’re at today and what to look for in future software providers. This will also help you identify opportunities — areas where you can improve your accessibility posture for the future.

• In-house web framework versions

• Partner and vendor applications

  • List and request Accessibility Conformance Reports (ACR), also known as VPATs, for each software application

• Custom applications

  • In-house custom applications

  • Partner or customer custom applications that run in your domain

• Semantic Markup

• Keyboard Navigability

• Screen Reader Compatibility

• Adequate Color Contrast

• Aria Labels and Roles

Visual disabilities

• Provide sufficient color contrast in text and backgrounds.

• Include descriptive alt text for all images and graphics.

• Ensure compatibility with screen readers and keyboard navigation.

Hearing disabilities

• Add closed captions and transcripts to all audio and video content.

• Use visual cues and indicators to convey important information.

• Ensure that alerts and notifications are also presented visually.

• Offer text-based communication options, such as chat support.

• Ensure that voice recognition features can be operated with keyboard shortcuts.

• Provide alternative methods for users to input information.

Ensuring compliance

• Web Content and Accessibility Guidelines (WCAG)

• Americans Disability Act (ADA) website accessibility compliance

• European Accessibility Act (EAA)

The future of digital accessibility is bursting with potential, particularly with the rise of artificial intelligence (AI). Imagine a world where technology is seamlessly tailored to meet the needs of everyone, including those with disabilities. AI is stepping into this critical role, crafting innovative solutions that promise to transform the digital experience.

“Tools and technology that automatically address common accessibility issues can accelerate progress when it comes to making sites more accessible. Automated remediation allows teams to focus on complex accessibility issues rather than spending time on large numbers of common, repetitive issues.”

— John Avila, Chief Accessibility Officer at Level Access

For example, AI-driven tools can now provide real-time audio descriptions for users with visual disabilities, allowing them to engage with visual content in a whole new way. Additionally, automatic captioning for videos not only enhances accessibility but also opens up conversations across diverse audiences and channels. However, as noted by the Chief Accessibility Officer at Level Access, while AI tools and automation are transforming accessibility, a balanced approach that includes proactive and reactive measures is essential.

Navigating the complex and evolving landscape of accessibility regulations is challenging, making strategic partnerships more essential. Collaborating with experts in digital accessibility, such as Level Access, ensures that we remain compliant with regulations like the EAA and compliant with standards like WCAG. These partnerships enable Khoros to access shared resources and tools, enhancing our ability to implement best practices into our solutions.

These partnerships also support continuous education for our teams on the latest accessibility standards and assistive technologies. This collaborative approach helps us meet regulatory requirements and empowers us to create inclusive, engaging, and seamless experiences for all users. 

Read the Khoros accessibility statement here.

At Khoros, we understand the intricacies of digital accessibility firsthand. Our customer care and community software undergoes detailed accessibility certifications annually. Our extensive experience implementing Khoros solutions across various industries makes us well-equipped to guide you in your digital transformation efforts.

Our award-winning enterprise software makes it easier for complex brands to engage with customers at scale across all digital, social, and brand-owned channels. Whether for service and support, communications, or sales, the solutions powered by advanced automation and AI unlock more consistent, personalized, and helpful omnichannel interactions between brands and their audiences. For more information, please visit khoros.com.