Make A11y Your First Call: Incorporating Accessibility in Business Requirements for Effective Product Management

No accessibility? That's a dropped call

In an age where connectivity is essential, attention to accessibility in communication technology is crucial. Especially for Canadian telecom and media industries, prioritizing access for everyone is not just a moral obligation but also a smart business strategy. If my product management journey has taught me anything, it's that incorporating accessibility into your Business Requirements Documents (BRDs) is a vital step. It ensures adequate planning and budget considerations, compliance with legal and regulatoory obligations and helps create an environment where all users feel welcome.

Let's dive into how you can make accessibility a central feature of your BRDs, ensuring your services are inclusive and welcoming for everyone!

Understanding Accessibility

Accessibility means designing and delivering products and services that everyone, regardless of ability or disability, can use. For example, consider a website that has text-based content formatted with high contrast for individuals with low vision. Offering customer service via multiple channels, such as chat and video calls, also ensures inclusivity for those who may be hard of hearing.

Incorporating these elements into your BRDs shows that you are thinking of all potential users. It goes beyond mere compliance; it enhances the experience for everyone, encouraging loyalty and trust.

The Importance of Accessible Telecom and Media Services

Imagine a blind customer is experiencing barriers while attempting to use your mobile app. If they can't access information about their monthly plans, they will likely feel frustrated and may switch to another service provider. Statistics indicate that one in five Canadians has a disability. We often encounter barriers in various sectors, making telecom and media companies that prioritize accessibility stand out by providing a seamless experience.

By embedding accessibility into your BRDs, you position your business not only as compliant but also as an industry leader. You send a strong message: every customer's voice matters, and their needs will be met.

Establish a Dedicated Accessibility Section in Your BRDs

One effective strategy is to create a dedicated section in your BRDs that emphasizes accessibility. This should include a clear objective and outline any and all specific features and expectations for your products and services.

Key Components to Include:

• Standards and Guidelines: Use standards and guidelines as a framework to ensure your products and services cater to all users. Following EN 301 549 and WCAG can improve usability and typically results in up to a 40% increase in user engagement on accessible sites.

  
  

• Legal requirements: Include any applicable legal or regulatory obligations such as the Accessible Canada Act, AODA, ADA, or the European Accessibility Act.

  
  

• User Needs Assessment: Collect and include real-life stories from users with disabilities. For instance, feedback from a deaf user expressing the importance of closed captions in videos can shape your service offerings.

  
  

• Functional Requirements: Define how the product should behave and outline technical needs clearly, such as ensuring all images on your platforms have descriptive alt text. This not only aids blind users but also improves SEO performance.

  
  

• Non-Functional Requirements: Define clear criteria for usability and ease of use, such as responsiveness, plain language and readability. This makes using your service easier for everyone.

  
  

• Commitment to Inclusivity: Emphasize your organization’s commitment to inclusivity and equitable access.

  
  

Each requirement should be straightforward and actionable, promoting ease of understanding and implementation.

Collaborate with Accessibility Professionals

Engaging with accessibility consultants or professionals is a proactive step. Our expertise can significantly enhance the effectiveness of your accessibility strategies. We can introduce you to best practices that ensure your services are user-friendly for everyone.

Consider end-user interviews as part of this process. Hearing firsthand accounts of challenges faced can provide valuable insights and reinforce your commitment to making changes for improvement.

Plan for Long-Term Accessibility Maintenance

Accessibility is not a one-off effort; it demands ongoing commitment. Include guidance in the BRD for how accessibility will be sustained after launch:

• Feedback Loops: Develop channels for user feedback focused on accessibility. Accessibility-related feedback should be tracked and prioritized like other critical user feedback For example, you could implement brief surveys post-interaction to gather insights from users about their experiences.

  
  

• Iterative Updates: Stay current with evolving technologies and accessibility standards. Regular accessibility checks should be part of your release cycle and can help you align with the latest practices and tools available.

  
  

Training and Awareness for Team Members

It is vital for your team to understand the significance of accessibility. A robust training program fosters a shared commitment to creating accessible services.

Organize workshops or training sessions to emphasize inclusivity tactics. Equip team members with knowledge on how to incorporate accessible design in their work. This communal approach cultivates a culture of responsibility toward accessibility throughout the organization.

Setting Goals and Targets

Define clear, measurable objectives for accessibility within your BRDs.

• Measurable Objectives: Set concrete targets, such as ensuring 80% of your digital content meets WCAG standards by the end of the next fiscal year.

  
  

• User Satisfaction Metrics: Track satisfaction levels of users with disabilities. Tools like Net Promoter Score (NPS) can help gauge how well your services meet their needs.

  
  

By setting specific goals, you create motivation within your team and establish benchmarks for assessing your progress on the accessibility journey.

Moving Towards Comprehensive Accessibility

Incorporating accessibility into your Business Requirements Documents is essential for delivering quality products and services in the Canadian tmarket. Prioritizing accessibility enhances the customer experience, promotes inclusivity, and drives innovation within your organization.

Let’s take action on accessibility. Embrace it and integrate it into your business strategy. The impact will reverberate throughout your organization by attracting more clients, increasing customer loyalty, and enhancing your brand’s reputation.

When accessibility is prioritized, you create a seamless experience for everyone, preventing any dropped calls in user satisfaction. Together, let’s make this a reality!