An accessibility audit for the Co-op Insurance website

This is a guest post about co-opinsurance.co.uk – a product developed by a team within Co-op Insurance. The author is Paul Braddock, an interaction designer who works on it.

There are a lot of reasons for checking and improving how accessible co-opinsurance.co.uk is. In the crudest terms, it makes good business sense: the more people who don’t find it frustrating to use, the more potential customers we have. 

But the purpose of accessible design is far more than making a sale. 

AbilityNet estimate there are 19.1 million people in the UK who may have physical, cognitive, visual or hearing impairments that could affect how they interact with the world online. Equality is one of Co-op’s values and it states all members should have the opportunity to be involved. Being inclusive is part of what we do at Co-op and it’s what we strive for in our design.

With this in mind we commissioned a technical accessibility audit of the site. This post is about the recommendations made, how we’re tackling them and the effect we hope setting a standard will have on our partners.

Defining the scope

Our data analyst Nick Jones looked at the site’s traffic and identified the most common user journeys we see on co-opinsurance.co.uk He also pulled out our most frequently used page templates so that if one of those wasn’t accessible, fixing it would mean we could fix a lot relatively quickly.  

We worked on 10 sample website pages with AbilityNet who would be checking to see if the pages comply with the W3C Web Content Accessibility Guidelines version 2.0 (WCAG 2.0). To get the most value from the audit testing was carried out using JAWS for desktop and Talkback for Android, across all major browsers including Chrome, IE11 and Firefox.

Issues identified

Across the 10 pages, AbilityNet found 18 issues which would affect people who use assistive technology to navigate our website. They estimate 3.8 million people in the UK use assistive technology such as screen readers. They also identified issues that would impact 2.3 million people in the UK who may have difficulty seeing the screen. 

Of the 18 issues, they deemed 3 to be ‘high priority’ because aria labels were not in place so screen readers would not read out:

  1. Icons in tables.
  2. Dropdown options in our live chat feature.
  3. Our sticky ‘Live chat’ button.  

Here’s an example of a table we use on the site. 

insurance-travel-tableThe ticks and crosses are the icons that weren’t announced to users. For example, the ticks and crosses in the table shows that platinum multi-trip insurance includes cruise cover but bronze, silver and gold don’t. However, a screen reader would have announced, “platinum blank column 5”. Not only are the icons not compatible with screen readers, we hadn’t made the information available elsewhere on the page. 

Here’s a screenshot of issue 2: live chat dropdown options.

insurance-yd-chat-dropdown

The live chat window has a drop down so that users can indicate what they’d like help with. But screen readers don’t announce it, so users are at risk of not knowing what the options are. This would have a major impact on our users who are dependent on using live chat as a preferred method of contact.

And below is how the sticky live chat button looks (issue 3).

insurance-car-chat

With our live chat feature, neither the label or the fact it is a button is announced by a screen reader. Which means that screen reader users may not know that the button and method of contact exists.

How we’re fixing them

AbilityNet also gave recommendations on how to fix the issues they identified. Our content, design and developer teams are now in the process of fixing the 18 issues that were identified and taking what we learnt from the audit and applying the fixes across the whole of co-opinsurance.co.uk 

The content team were able to fix their issues straight away, as only minor tweaks to aria labels where required for certain products. James Martin has development fixes in progress and these changes will form part of a future code release. We’ve also been speaking with the external team who built our live chat and to make sure the problems that were identified are prioritised for their future releases.

Hoping to influence good behaviour

The audit was just for co-opinsurance.co.uk – that’s what we own and manage. However, our ‘quote and buy’ journeys are owned and managed by our underwriting partners so once a user clicks ‘get a quote’, their online journey passes over to a partner’s site.

Just like the issues that were identified with our live chat, we can’t necessarily fix them but we can influence them. We are therefore in the process of creating a ‘standard’, similar to a set of guidelines, that would cover our expectations and best practices when it comes to accessibility for our partners. This could eventually be fed into our Design system if we believe it brings value to other areas of the Co-op.

We recognise that inclusive design is a process so we are taking additional steps in our ways of working to make sure that we don’t exclude people when they come to our website:

  • by including accessibility checks in our quality assurance process when publishing new content or doing development improvements
  • using open source tools such as Accessibility Insights and Lighthouse to check co-opinsurance.co.uk on a quarterly basis
  • recruiting Co-op members with accessibility issues for our user research – if you would like to get involved email: gidigital@co-opinsurance.co.uk

Paul Braddock
Designer from Co-op Insurance