Accessibility and UX in Practice: From Training to Assessment of a Digital Ecosystem

How do you build internal accessibility skills and apply them to a real-world project? In this session, we present a concrete case study developed alongside a client in the digital financial services sector (payments, prepaid cards, and top-ups), featuring their direct perspective on stage. We will start with the training experience provided to the client’s team, designed to foster autonomy in accessibility analysis: from official guidelines (UNI CEI EN 301549 and WCAG) to the use of tools, screen readers, and evaluation methodologies. We will then dive into the actual assessment of the website and app, which identified over 160 unmet success criteria across various touchpoints and devices. We will show how these findings were translated into concrete design requirements, leading to a remediation plan and formal accessibility documentation. The presentation will be enriched by the client’s direct contribution, sharing challenges, organizational impacts, and the value generated. The goal is to offer a practical, replicable framework on how to integrate training and design to make accessibility a structural part of UX processes.