Improved, more inclusive web experience

Apr 27, 2021 | Customer Service

We’re committed to delivering an effortless customer experience, whether we chat on social media, speak over the phone, or interact with you on our website. We’re also committed to continuous learning and improvement. So, when we received customer feedback regarding accessibility issues with our website, we took action.

Here’s what we learned:

• A legally blind customer made us aware that she was having difficulty using her screen reader to pay her bill online.
• Another customer with red and green colorblindness was having difficulty interpreting certain message banners on our website.

Here’s what we’re doing about it:

• Updating our online bill pay section to better support those who are visually impaired.
• To help overcome the color hurdle, we’re testing and implementing designs that use larger icons, which are more noticeable and legible for users with colorblindness.

Taking it a step further:

• We’ll continue checking-in with customers who have disabilities and design our website with accessibility in mind.
• We’re establishing panels of customers who can provide us guidance and insight on accessibility issues as we’re making routine improvements to the website.

We’re continuously learning from customers who access our website differently, so we can make the web experience inclusive for all.