Brief Description of Project: 

The website is a centralized online platform designed to provide the residents with easy access to various city services and resources. It offers a one-stop solution where users can:

• Apply for government benefits, such as food assistance or housing support.
• Access childcare, early childhood education, and other family-related services.
• Explore employment and business opportunities.
• Manage tasks and appointments with city agencies through a personalized dashboard.

 

The platform is built with user-friendliness and accessibility in mind, ensuring it serves all people, including those with disabilities or limited English proficiency. The goal of the website is to simplify interactions with city services, making it more efficient for residents to navigate the complexities of government programs.    
 

Sector : Internal Communication

Refers to the digital services sector focused on simplifying public access to essential services like benefits, family care, and housing. It ensures inclusivity and compliance with accessibility standards for equitable user experiences.

Problem Statement:  

Many users, including individuals with disabilities, faced difficulties navigating the websites due to accessibility barriers. Common issues included: 

• Inadequate Text Alternatives: Many images and multimedia elements lacked descriptive alt text, making it impossible for screen reader users to understand their context.
• Poor Color Contrast: The color scheme failed to meet the minimum contrast ratios specified by WCAG guidelines, resulting in text that was hard to read, especially for individuals with visual impairments.
• Complex Navigation: The website's navigation structure was convoluted, complicating the user experience for those who relied on keyboard navigation.
• Forms Without Labels: Input fields in forms lacked proper labeling, causing confusion for users with assistive technologies and making it challenging to submit necessary information.

These barriers not only limited access to critical services but also highlighted a broader issue of inequity in service delivery for residents with disabilities.
 

Solution Statement :

To address the accessibility challenges faced by the city services website, a multifaceted solution was implemented, focusing on compliance with WCAG 2.1 guidelines and enhancing the overall user experience for individuals with disabilities.

Our actions included:

• Implement Alt Text for Images: The team ensured that all images and multimedia elements were accompanied by descriptive alt text, enhancing comprehension for screen reader users.
• Enhance Color Contrast: The website's color palette was reviewed and modified to meet WCAG 2.1 minimum contrast ratios, significantly improving text readability.
• Simplify Navigation: A complete redesign of the navigation structure was undertaken, creating a more intuitive layout with consistent headings and links that could be easily navigated using a keyboard.
• Accessible Forms: All forms were revised to include clear, descriptive labels for each input field. Error messages were also implemented to help guide users in case of mistakes.
• User Testing with Diverse Groups: Usability testing sessions were conducted with a diverse range of users, including individuals with various disabilities, to gather feedback and identify additional areas for improvement.

These adjustments helped to eliminate major barriers, creating a fully accessible platform for all users. 

Methods and Tools: