Web Accessibility Testing: Audits, Insights and Ecosystems

Web accessibility has become a defining characteristic of market-leading organizations. As our global economy increasingly lives on digital platforms, the ability to create experiences that serve every user is an operational mandate that drives real business value beyond its altruistic intentions.

Companies that fail to adapt risk obsolescence in an era where inclusivity is a key driver of customer loyalty and brand reputation. But how do you ensure these inclusive principles are actually working in the wild?

This piece of the puzzle requires moving beyond theory and into the realm of comprehensive validation. By mastering accessibility testing and understanding the broader digital ecosystem that ties into it, organizations can turn insights into action, making their digital touchpoints equitable for all users.

This is the last of a three-part accessibility testing guide that includes these blog posts:

• Web Accessibility Testing: Foundations, Stakeholders and Inclusivity
• Web Accessibility Testing: The Tactical Playbook and SDLC Integration
• Web Accessibility Testing: Audits, Insights and Ecosystems

Web accessibility audits and assessments

What’s the difference between web accessibility audits and assessments? And why is each one helpful?

A web accessibility assessment gives a broad overview of an organization’s strengths and weaknesses. An accessibility audit goes much deeper, providing an in-depth evaluation to verify conformance with standards and regulations. An organization may conduct an audit when it is compliant with standards but wants to focus on improvements to specific processes or inclusive design practices. 

Accessibility audits should cover digital content like slide decks, PDFs, text documents and e-books, in addition to websites and applications. For example, accessibility auditors can check slide structure, content order, alt text, color contrast and whether charts and graphics are accessible to assistive technologies. If these files are customer-facing, they may be subject to Section 508 or the European Accessibility Act, both of which require documents on a website to be accessible.

Accessibility assessment

• Scope: High-level, often limited review of a product, feature or design phase.
• Purpose: Identify potential accessibility risks early and provide directional guidance.
• Process: Use sampling, automated tools and manual spot-checks against web accessibility standards.
• Summary report: Quick insights, prioritized recommendations and next steps for deeper testing if needed.

Accessibility audit

• Scope: Comprehensive, detailed evaluation of an entire product or system.
• Purpose: Measure full compliance against standards like WCAG, Section 508 or EAA.
• Process: Systematic manual and automated testing across most (or all) pages, flows and assistive technologies.
• Detailed report: Formal report documenting conformance level, detailed findings and remediation roadmap. 

Whether working within your own organization or enlisting a third-party web accessibility testing partner like Applause, your firm should expect details covering: 

• an overview of what was tested 
• which tools were used 
• a summary of issues found
• an outline of common issues with the corresponding guideline violated and recommended next steps
• a detailed spreadsheet showing a list of each failure and its severity level, code affected, and suggested remediation steps
• prioritized bug reports that can be fed into your systems
• reports including details of screenshots/videos of replicable issues
• access to experts to ensure you understand all results and how to approach next steps

Applause delivers these essential capabilities in a fully managed accessibility testing solution, powered by authentic insights: real-world testing from our global community, including people with disabilities. This unique advantage cuts through the noise, providing you with comprehensive summary reports and prioritized, actionable bug reports — complete with suggested remediation steps and multimedia evidence — all backed by direct, expert consultation. The result is clarity, understanding and progress toward accessible, inclusive digital experiences.

Digital accessibility standards

Web accessibility standards help ensure that digital experiences are equitable, usable and inclusive for all people. They provide a common framework for organizations to remove barriers that prevent people — especially those with disabilities — from fully engaging with websites, applications and digital services. By setting clear technical and design requirements, web accessibility standards not only help organizations achieve legal compliance, but foster better user experiences. Brands can also broaden market reach and reinforce a commitment to digital quality and equity. 

Let’s learn a bit more about the digital accessibility standards that matter most to organizations around the world.

Comparing web accessibility standards

Each standard and law serves a different role. Let’s dig into the primary digital accessibility standards:

• Americans with Disabilities Act (ADA). This United States civil rights law from 1990 prohibits discrimination based on disability. Though written before the digital age and public access to the internet, courts and the Department of Justice apply it to websites and apps. It doesn’t specify technical rules, but WCAG is widely used as the best practice. The ADA is broad and legal in nature, with digital accessibility enforced through lawsuits and case law.
• Section 508. This United States federal law requires all information and communication technology used by federal agencies — and organizations serving them — to be accessible. Unlike the ADA, it includes specific technical requirements, which are aligned with WCAG 2.0 for digital interfaces. Section 508 is narrower in scope than the ADA but more prescriptive, applying directly to government systems and procurement.
• European Accessibility Act (EAA). This 2019 European Union directive, first enforced in June 2025, harmonizes digital accessibility rules across EU member states. It covers a broad range of products and services (websites, e-commerce, banking, e-books, apps). Compliance is guided by the EN 301 549 standard, which incorporates WCAG, but penalties are enforced by each country at the national level. Think of EAA as Europe’s legal baseline for web accessibility across industries.
• Web Content Accessibility Guidelines (WCAG). These are global technical standards created by the W3C, not laws. WCAG defines best practices for web accessible design and development, structured around POUR principles (perceivable, operable, understandable, robust). With levels A, AA and AAA, WCAG is the technical foundation that underpins most web accessibility laws and regulations, supporting compliance with the ADA, Section 508, EAA and more.

Achieving web accessibility standards is important, but organizations should strive to go beyond the bare minimum. Adopting a mindset of inclusive design shifts the strategic focus from fixing non-conformance to creating inherently flexible and intuitive experiences for all users. This approach enables innovation, promotes better overall design consistency, improves AI readability and ultimately benefits everyone, including older users or those with temporary or situational limitations.

Digital accessibility by industry

Organizations across every major industry are embedding accessibility into their design and development process. The goal is the same: to deliver equitable digital experiences. But accessibility challenges and priorities vary by sector. Effective accessibility testing must reflect the specific technologies, regulatory environments and user expectations within each industry.

Here's a look at some web accessibility considerations across industries.

Technology (B2B/B2C)

Technology companies often manage massive product portfolios, requiring accessibility to be standardized and scalable. One technology company that works with Applause, for example, has roughly 1,000 products across its cloud and AI division — a massive haul when it comes to implementing change. And the impact of accessibility gaps is clearly measurable. According to the WebAIM Million report (2025), 94.8% of the top one million home pages had detectable WCAG 2 failures — a clear indicator that the technology sector still has room to grow. 

WCAG compliance is not enough in the technology industry. Digital accessibility must extend to real-world usability for people with disabilities, helping these businesses remain competitive in the workforce. A global collaboration platform that works with Applause implemented accessibility across 12 core applications by auditing gaps, standardizing best practices and conducting persona-driven UX research. Leading tech firms are also auditing their design systems early, modifying reusable components to embed accessibility by default and reduce rework.

Retail and e-commerce

Retailers face heightened legal risk from accessibility lawsuits, especially across web and mobile channels. The retail environment presents unique accessibility challenges, including supporting seamless omnichannel experiences across devices and locations and ensuring loyalty programs, checkout flows and store locators are usable for all. Both customer-facing and associate-facing systems must foster accessibility.

One global retail brand working with Applause applies accessibility standards across all digital properties, including websites, mobile apps and in-store tools. Its aim is to reduce these complexities. Web accessibility testing identifies bugs early, boosting usability and conversion rates. Another client, a global fashion retailer, adopted a shift-left approach, involving people with disabilities early in the SDLC. This early engagement helped foster inclusive access to essential journeys like account creation, checkout and customer service, reducing costly post-launch remediations.

Media and gaming

The media and gaming industries present unique web accessibility challenges due to the diversity of platforms and interactive content types. From fast-paced game interactions to continuously updated streaming content, these experiences must remain accessible as subscriber logistics and expectations evolve. Testing in these domains must account for platform complexity. OTT devices must be able to account for variations in how assistive technologies are implemented. This must be a priority even when similar code bases are used. These variations can create unexpected barriers, especially when combined with third-party apps and rapidly evolving features.

One major gaming platform worked with Applause to set a precedent with the release of its Accessibility Guidelines and an inclusive testing program. These efforts allowed gamers with disabilities to validate experiences before launch. Likewise, a prominent game studio integrated features like high-contrast modes and remappable controls from day one of development.

On the media side, one global streaming content provider with over 30 digital properties worked with Applause to implement a programmatic framework for structuring accessibility testing across its ecosystem. Starting with a baseline conformance audit of its design system, the organization adopted a shift-left approach, incorporating accessibility into design reviews and in-sprint testing to reduce downstream issues.

Fintech and financial services

For financial services organizations, accessibility is both a compliance requirement and a customer imperative. The European Accessibility Act and other regulatory standards make digital banking accessibility a critical need. The sector faces added complexity due to the sensitivity of financial transactions and the necessity of secure, seamless access for all users. Web accessibility testing must enable all user journeys, helping ensure all customers can log in, verify identity, manage transactions, communicate with customer service and more.

One global financial institution working with Applause uses accessibility testing to evaluate both usability and legal compliance across its app and website. Documentation clarity, transparency and inclusive UX are essential to help ensure customers — including those with visual, cognitive or mobility impairments — can access products or services with confidence.

Travel and hospitality

In travel, web accessibility testing helps ensure digital tools are usable for all travelers — particularly as booking, check-in, room access and itinerary management are now predominantly online. According to the nonprofit Open Doors Organization, American adults with disabilities spend tens of billions of dollars annually on travel. Yet, they continue to face widespread digital accessibility barriers. Everything from booking trips to navigating transportation and accessing accommodations pose challenges. Brands who can accommodate with accessible experiences can solve a legal necessity and establish themselves as a competitive differentiator. 

One global travel brand working with Applause took a proactive approach by auditing its design system early and embedding accessibility into its component library. Their team also hosted empathy labs and hands-on workshops to help designers and developers build with inclusion in mind. Weekly automated audits, combined with in-market testing, help maintain accessibility during the platform evolution.

Healthcare and health tech

Digital accessibility is especially critical in healthcare, where digital experiences are gateways for people with disabilities to access essential services. According to the CDC (2025), roughly 43% of U.S. adults aged 65 and older have a disability, making accessible design essential for reaching a core patient population. Common challenges in this sector include enabling accessible appointment scheduling, prescription refills and telehealth sessions. Likewise, telehealth platforms and mobile apps must be easy to navigate and inclusive.

One nonprofit healthcare organization working with Applause uses a combination of accessibility and functional testing to verify device compatibility and ensure smooth digital experiences. Testing initiatives also help internal teams build a stronger foundation of accessibility knowledge, improving outcomes for patients and caregivers alike.

Across all these industries, one truth holds constant: accessibility must be built for real people, in real contexts. Tailored accessibility testing, supported by people with disabilities and grounded in industry-specific requirements, helps brands prioritize compliance, usability and inclusivity.

Web accessibility testing challenges and considerations

Accessibility testing requires ongoing care and feeding. Programs and processes require executive sponsorship, organizational buy-in, ongoing education and a unified commitment to servicing customers’ diverse needs. This ongoing evolution means that there is little static nature to web accessibility testing. As a result, accessibility challenges can prove difficult for many teams.

“Finding a team to do the testing is sometimes difficult as everyone is short on resources, and A11y is often not the highest priority. Applause helps us with regular tests and supports us if there are questions. Their reports are easy to understand and implement.”
- Monica Castaldi, DevOps engineer at Swisscom

Here are a few considerations and questions for organizations starting their web accessibility testing journeys.

The truth about web accessibility certifications

When your website is considered WCAG AA compliant, that simply means that, at the specific point in time, it meets the World Wide Web Consortium standards for accessibility at the AA level. However, if the site is like most, any changes to it within days to weeks can create accessibility issues.

To help ensure web accessibility, organizations need to test after most changes — and continue to do so. To change and innovate over time, organizations should approach web accessibility testing as they do functional testing — iteratively and on an ongoing basis.

Technology constantly changes, and so must organizations that want to stay current and relevant. Depending on the complexity of your product or solution set, rolling audits might be needed to keep pace with your release schedule. These audits might not be needed for all products, so keep a current accessibility plan across your entire portfolio. 

There are no shortcuts when it comes to web accessibility. Overlays — third-party JavaScript tools that can be added to websites — fall short in providing a thorough web accessibility solution. And, automated testing solutions fall short in finding the majority of issues.

Organizations must use humans in digital accessibility testing — after all, they use the product. Involving people with disabilities early and throughout the development process is a best practice for showing a commitment to inclusive and innovative products. 

The evolution of web accessibility standards and practices

Over the last two to three decades, web accessibility standards and practices have evolved from a narrow focus on checklists to a broader focus on usability and inclusion. Early on, accessibility was focused on compliance, with basic requirements defined for making digital content available to people with disabilities and other assistive technology users. These early efforts emphasized technical fixes, such as ensuring screen readers worked on digital content or providing alt text for images. Often, these workstreams were distinct from mainstream design and development practices.

Today, web accessibility testing has grown into a widespread, integrated and mature discipline that emphasizes inclusive design, user experience and continuous improvement. WCAG updates reflect this shift by addressing digital accessibility for mobile devices, cognitive accessibility and emerging technologies. Most organizations now look beyond just legal liability and understand accessibility as a core aspect of digital quality. This evolution underscores a cultural shift showing that web accessibility is no longer an afterthought, but a fundamental business imperative.

Shift left with accessibility

In 2001, the term shift left was coined. This development approach promotes testing digital products earlier in the SDLC. In doing so, teams find issues sooner, where they are easier to fix. They are also much less costly when found earlier in the SDLC. 

Leading software development organizations working on web accessibility programs have widely adopted shift left. These leaders conduct UX research early, involve diverse groups of people — including those with disabilities and other assistive technology users — in the design phase of development and throughout the SDLC. This helps organizations reap the benefit of innovative insights from the people who use their products and services most. This type of insight simply cannot be found using internal testing teams.

Cultural challenges in web accessibility testing

By its nature, web accessibility testing must consider diversity. Culture is another layer that adds complexity to testing. It also leads to product improvements.

Testing web accessibility in various cultures brings new insights, considerations and innovations into product lifecycles. Here are some cultural characteristics to consider in web accessibility testing:

• Localization and language barriers. Web accessibility testing invariably involves validating screen readers, captions and much more across multiple languages. Cultural nuances — idioms, reading direction, language tone and formality levels, choice of images and design colors — affect how culturally true content feels to different users. Content can be technically accessible but still miss the mark if it is poorly received by locals.
• Attitudes toward disability. In some regions, disability still carries stigmas and stereotypes. Some people think disability should be treated strictly as a private matter. Recruiting test participants with disabilities can be challenging in these regions, and gathering candid feedback might be difficult based on social communication norms. 
• Regulatory environments. Web accessibility expectations differ depending on whether a country enforces strict standards or has less mature regulations. These regulatory environments affect how organizations prioritize testing and how testers approach compliance versus usability.
• Global disparity around assistive technology. There are many reasons for a wide variance of assistive technology adoption around the world. Economic factors and inadequate needs assessment tools are a couple of them. Other issues, from supply and infrastructure issues to availability of evidence of how the technology helps, also influence the disparity. For example, screen reader use is more common in some countries than others. Mobile-first cultures might prioritize different accessibility features than those that prioritize desktop access.

Finding the right level of accessibility testing

Sometimes finding what you’re looking for can lead to difficult conclusions — especially when you’re not prepared to handle what you find.

Over our years of working with global clients on web accessibility issues, Applause works to find a sweet spot when conducting accessibility audits. We try to assess what an organization is looking for and what it is prepared to do after the audit is done. Primarily, organizations must first determine the goal of the audit. There are several ways we approach this.

Accessibility testing pilots

An accessibility testing pilot program gives clients a limited-scope introduction to the possibilities of crowdtesting. From there, we work with our clients to determine a longer-term quality approach.

To give an example from a real client, a small firm with little web accessibility awareness was acquired by a larger enterprise with extensive accessibility experience. The small firm needed quick help to understand the most key accessibility issues it had, and what could be done quickly to remediate them.

The firm determined that an accessibility testing pilot was the right option. With an overall emphasis on usability rather than compliance, Applause initiated an accessibility testing pilot with the company to:

• determine the types and frequency of issues occurring on web pages
• identify the most critical defects
• create a list of high-value accessibility issues that the dev team could address immediately

We worked with the firm to help it understand that Applause was not going to provide a comprehensive list of all web accessibility issues. Trying to fix all the accessibility issues at this early stage was simply not realistic. After this, we progressed through an expert review, which provided further analysis. Then, we began proposing solutions. We performed a user interview, where we shared insights from preferred screen reader workflows and other specific ideas for accessible visualizations of data within the product.

Overall, the key drive for this accessibility testing pilot was finding the most obvious usability issues that created the biggest barriers and, once remediated, would give great return on investment. The intention of the pilot was to build confidence within the firm around web accessibility progress and help develop a longer-term organizational plan.

Web accessibility testing tools and services

Accessibility testing often starts with automated tools — and for good reason. Browser extensions and linters like axe DevTools, WAVE and Lighthouse can scan web pages against WCAG criteria and identify some of the most common issues, such as missing alt text, poor color contrast or incorrect heading structures. These tools are fast, easy to integrate into CI/CD pipelines and effective for catching basic compliance violations.

But automated accessibility testing has its limits. Most tools only detect 20-40% of potential web accessibility barriers, leaving a significant portion of issues undiscovered. Automated accessibility tools lack the human context needed to assess usability for all. These accessibility tools can’t determine if link text makes sense out of context, whether focus order is intuitive or how a screen reader user actually experiences the flow of a page. Automated tools flag symptoms, but they can't diagnose the full scope of user impact.

That’s where manual accessibility testing becomes essential. Activities like keyboard-only navigation and hands-on evaluation by people with disabilities offer a deeper, more realistic view of accessibility. Screen reader validation with tools like NVDA or VoiceOver also helps. Ultimately, accessibility tools help validate whether users can successfully complete key flows, and they can also identify flaws like confusing interactions, unclear error messages and cognitive overload.

AI is being increasingly integrated into accessibility tooling, from auto-generating alt text to clustering issues or suggesting fixes. AI-infused accessibility tools can reduce repetitive work, but they also introduce risk. Machine-generated fixes might be inaccurate, superficial or create a false sense of conformance, especially when paired with overlay widgets that promise instant accessibility but leave the underlying code unchanged.

Applause offers a fundamentally different model than most web accessibility tools. Rather than selling another scanner or automated widget, Applause delivers fully managed accessibility testing conducted by experts and incorporating a global community that includes people with disabilities using real assistive technologies. The Applause accessibility approach helps tie issues to real user experiences, prioritizes bugs by impact and delivers actionable remediation guidance. Combined with the ability to re-test fixes on demand, Applause supports continuous, meaningful progress toward digital accessibility and inclusivity.

Accessibility testing subscription

Where digital accessibility testing is fundamentally an ongoing, iterative journey, organizations should eventually look to sustainable long-term options. Products are constantly updated with new features and content, potentially introducing new bugs within weeks. An annual accessibility testing engagement supports the proactive strategy of systematically implementing accessibility early in the software development lifecycle. Caught later in the SDLC, accessibility flaws can delay new features or create costly rework for development teams. Moreover, an ongoing focus helps ensure that a digital experience evolves appropriately. Experiences must be able to adapt to the constant release of new devices, operating systems and assistive technologies. These require continuous validation to maintain broad usability.

An annual accessibility testing engagement with Applause provides the continuous support necessary to successfully and continuously navigate the shift from basic compliance toward inclusive design. Applause offers a fully managed approach that integrates deep accessibility expertise and real-world insights derived from its global community of testers. Applause sources PWD from all around the world to provide ongoing, authentic feedback.

Beyond merely identifying issues, an ongoing partnership includes tailored accessibility training and educational services to help product, design and engineering teams consistently integrate best practices into their regular operations. In this way, Applause helps foster a sustainable culture of empathy and ingrain accessibility testing in the continuous development process. This consistent, programmatic effort is key to achieving conformance and mitigating legal risk over time.

The right level of web accessibility testing ultimately involves audit scoping, prioritization after audits and more. Each business should consider its own unique needs, not just at a point in time, but on an ongoing basis as it expands its customer, product and geographic portfolios.

Core questions for an accessibility vendor

Many organizations rely on third-party web accessibility testing vendors to conduct thorough audits and assessments. Choosing the right digital accessibility testing partner is a pivotal decision that has a direct effect on the quality and authenticity of the digital experience. A vendor must offer more than automated scans; it must demonstrate a deep commitment to real-world usability and offer a comprehensive, user-centered methodology.

Before engaging a partner, consider this list of core questions to vet the web accessibility testing vendor’s process, expertise and support model. These questions help ensure your chosen digital accessibility testing partner can deliver the most valuable and actionable insights.

“Applause had all of the answers when it came to accessibility. Anything that we threw at them, they knew, which gave us a base of knowledge that we normally wouldn’t have.”
- Meredith McNeill, QA Manager at Dignity Health

How do you incorporate people with disabilities into your testing process?

• Why this is critical: This is the most important question. Automated tools and checklists miss the real-world human experience. A web accessibility testing vendor should source valuable and authentic insights from native assistive technology users. The vendor can perform usability testing with these users on screen readers, screen magnifiers and voice controls.
• What to listen for: A strong answer will detail the vendor’s process for recruiting and working directly with people with a range of disabilities to test your key user journeys.

What web accessibility standards do you test against?

• Why this is critical: This confirms the accessibility testing vendor is operating on the correct technical and legal baseline. The answer should be immediate and specific.
• What to listen for: Vendors must explicitly mention WCAG or EN 301 549. A complete answer will specify both the version (2.1, 2.2) and the conformance level (AA). WCAG 2.1 AA is the most common global standard for legal compliance.

What is your accessibility testing methodology?

• Why this is critical: This reveals the thoroughness of the web accessibility partner’s audit. Over-reliance on automation is a major red flag.
• What to listen for: Quality methodology is a hybrid approach. They should describe a process that is primarily manual and involves assistive technology testing, supplemented by tools to catch machine-discoverable issues. Ask what specific screen readers (JAWS, NVDA, VoiceOver) and methods (keyboard-only testing) they use.

What support do you provide during and after the accessibility audit to help us fix the issues?

• Why this is critical: A spreadsheet of problems is not enough. A strong digital accessibility testing vendor helps ensure your team can successfully implement the fixes.
• What to listen for: You want a "yes" to these two key areas of support:
• Recommended Fixes. "Does your report include clear, developer-focused remediation guidance? We need specific code-level advice, not just a description of the problem."
• Live Support. "Do you offer direct support for our team during the remediation phase, such as scheduled office hours, a shared Slack channel or direct access to your auditors to answer questions?"

Web accessibility testing examples

Forward-thinking companies are discovering that digital accessibility is a powerful source of innovation, brand loyalty and a fundamentally better experience for all users.

This section will explore real-world web accessibility examples of how leading brands work with Applause to transform their approach. These customer examples show how organizations are moving beyond a reactive checklist to a proactive, empathy-driven strategy that puts human experience at the center of the design process. Learn from these accessibility testing examples to see how businesses can reap significant rewards as a result.

Microsoft: Moving beyond the "low bar" of compliance

The challenge: With over 1,000 products in its Cloud & AI group, Microsoft needed to evolve from a reactive compliance model to proactively building a seamless experience for every user, including those with disabilities.

The solution: Microsoft partnered with Applause to conduct inclusive design UX studies. Applause provided expertise and testers with disabilities to contribute immediate, real-world feedback and insights. This moved the entire process from a compliance-only mindset to one focused on genuine usability and an improved user experience.

The outcome: Over 50 product teams, including major platforms like Azure and PowerApps, successfully matured their product inclusivity. The program has been so effective that it has been expanded to other product areas, and Microsoft intends to continue expanding its impact.

Analysis: This shift in mindset is captured by the wheelchair ramp analogy. Compliance might require a wheelchair ramp, but a compliance-only mindset often places it at a back entrance. Inclusive design puts the ramp at the front door, creating a more equitable experience. Microsoft illustrates that the real goal of an industry leader is to move from asking "Do we have to do this?" to "How do we make this great for everyone?"

Skyscanner: Sparking a company-wide movement through community

The challenge: Skyscanner, a global travel search platform, had a desire to do better. The company created a Slack channel called the Accessibility Guild, but the effort lacked structure, strategy and visibility.

The solution: The group secured a small initial budget — not for a massive overhaul, but to take a strategic first step: auditing Skyscanner’s design system. Applause served as a crucial accessibility testing partner throughout this process, helping to implement changes that led to fixing issues at the source. That created momentum. The company added to its network of accessibility champions and launched hands-on empathy labs, where employees could experience disability firsthand using tools like arthritis gloves.

The outcome: The investment in Applause and accessibility helped create meaningful, scalable change. The empathy labs shifted mindsets, the design system audit improved quality at scale and the champion network drove organization-wide participation. Accessibility evolved from a niche effort to a core cultural value.

Analysis: Skyscanner proved that accessibility transformation doesn’t always begin with executive mandates or sweeping budget overhauls. Grassroots advocacy, paired with strategic, visible wins, can ignite large-scale change, especially when paired with a knowledgeable testing partner.

Cisco Webex: Shifting accessibility left through empathy

The challenge: As Webex worked to improve its platform, the team wanted to move beyond treating accessibility as a compliance exercise at the end of development. Because the platform spanned many handoffs across the software development lifecycle, Webex had to address internal silos and friction points that affected the product experience.

The solution: Cisco partnered with Applause to bring inclusive design and feedback earlier into the process. That process included involving PWD in design and testing earlier, using a consistent Applause team across phases of the SDLC. The partnership also included office hours with accessibility experts and supporting testing of complex features with testers with disabilities.

The outcome: The Applause partnership helped Webex create feedback loops throughout the SDLC and support earlier identification of design flaws and accessibility bugs. It also supported Webex’s broader effort to build empathy, education and stronger organizational understanding around accessibility and inclusivity.

Analysis: Cisco Webex shows that accessibility testing efforts become more durable when they are tied to empathy and embedded earlier in how teams design and build products. Rather than relying only on periodic audits or bug fixing, the company focused on making accessibility part of the way teams work together.

Digital accessibility testing with Applause

At Applause, we approach digital accessibility testing as a human-centered priority that drives digital quality. WCAG conformance is important, but true partnership and guidance helps our clients go further than conformance. Our goal is to help teams adopt a mindset of inclusive design that makes digital experiences truly usable and enjoyable for everyone.

When you focus on improving usability for people with permanent, temporary or situational disabilities, you often uncover issues relevant to all users. Through these insights, organizations can improve UX, build a stronger brand reputation, reduce legal risk and broaden their reach to the 1 in 4 people who identify as having a disability.

Our managed solution meets organizations wherever they are, offering expert-led audits, in-sprint testing and hands-on support. We test against global standards like WCAG, EAA and Section 508, but we don’t stop there. We also offer custom training, design consultations and expert office hours to help teams build accessibility into everyday work, throughout the software development lifecycle.

What truly sets us apart is our use of real-world insights. Our global community includes people with disabilities who rely on assistive technology daily. We combine AI-driven tools with real feedback from real users. We support our customers in establishing consistent standards quickly. And real humans are the final evaluators of experience.

With Applause, web accessibility stops being a frustrating compliance checkpoint and becomes a driver of product quality and innovation. We help teams build accessibility into design studies, validate fixes with real users and establish the cultural habits needed for long-term success. Because in the end, it’s all about creating products that work for everyone, from day one.

Business value of Applause

In its report, The Business Value of Applause (2024), IDC interviewed clients working with Applause to assess attitudes and impact to the organizations. Study participants reported that Applause had provided them with essential application testing capacity and capabilities, which resulted in better-performing business applications and services.

Here are a few of the average annual benefits per organization, as reported in the IDC study:

Testing staff efficiencies: $1,620,400

Risk mitigation benefits — reduced cost of bugs: $1,421,800

Business productivity benefits — higher net revenue: $330,700

Development productivity gains: $237,800

Testing lab cost savings and efficiencies: $182,300

The total average annual benefits realized by interviewed Applause customers totaled $3.79 million per organization. For highlights of the IDC report, access our summary blog. 

Applause accessibility testing benefits

For years, Applause has worked to earn the ongoing privilege of partnering with some of the world’s leading organizations for accessibility and inclusivity support. Microsoft, Cisco and others trust us to help them deliver innovative products and services to the broadest audience. Applause helps these and other organizations: 

• Deliver inclusive experiences
• Gain end-user feedback, perspectives and related insights
• Embrace digital accessibility throughout the organization
• Understand and comply with global accessibility guidelines and laws
• Optimize and manage accessibility and other resources
• Reduce the risk of releasing software with accessibility issues, and support teams in understanding and prioritizing identified findings

Applause routinely works with global organizations to help with a wide range of challenges, from identifying UX and accessibility compliance baselines for apps to helping streamline engineering velocity and applying bug fixes. Along with the real-world, lived insights of people with disabilities in our million-plus digital community, Applause helps organizations implement educational accessibility programs. These programs can involve consulting sessions with testers with disabilities along with Applause accessibility experts. 

“The biggest benefit that Applause adds to this is that they'll allow you to have this framework that truly is dynamic for your organization. They really take the time to understand what you're doing and what your needs are.”
- Willette Harris, Accessibility Consultant at Cisco

Get started today

The journey to inclusive design and optimized digital quality starts now. Ready to stop delaying and start delivering truly inclusive products?

Take the first step toward a more accessible future. Begin an accessibility testing pilot with Applause to assess your current compliance level and quickly identify high-priority issues, or talk with one of our experts today to craft a long-term strategy for sustained quality and empathy-driven innovation.