Investment in Accessibility is beginning to Pay Off

A new study sponsored by The Customer Respect Group finds that companies strategically invested in removing barriers to customer interaction are deriving significant hard and soft benefits from accessibility initiatives.

The study, “Accessibility and Business Value: Profiles in Success,” evaluated the Web-site accessibility of Fortune 100 companies based on a benchmark developed by The Customer Respect Group. The accessibility benchmark was designed to measure the effectiveness of features that help improve the online experience for people who are blind or have low vision, and for those with cognitive and mobility challenges. The benchmark served as the basis for accurately identifying leading companies in the area of online accessibility. Subsequent interviews were conducted with executives the top ten leading companies—including Verizon Wireless, Southwest Airlines, General Electric, Proctor & Gamble, TIAA-CREF, Washington Mutual and others—to further investigate the companies’ broader accessibility initiatives and determine the impetus for investment.

Executives interviewed by The Customer Respect Group cited increases in product sales, market opportunities, and customer loyalty as key benefits derived from accessibility and marketing efforts targeted toward people with disabilities and aging consumers. Study findings show that companies who approach accessibility as part of a larger corporate strategy realized the greatest return on investment. According to the study, “…for some of the best-performing companies…accessibility is part of a much bigger vision. The broad corporate strategy was not based upon a set of evolving technical standards but on a much more wide-ranging ambition to remove as many obstacles between the corporation and its existing or potential clients.”

The study also found that many leading companies are beginning to view accessibility as a key component of a broader strategy to reach out to the widest range of consumers in their target markets. According to Terry Golesworthy, president of The Customer Respect Group, “In today’s global economy, businesses cannot afford to deliver one-size-fits-all services or products. Erecting artificial barriers that limit—or even stop customers—from conducting business with a company makes no sense. A strategic investment in accessibility is not only sensible, it is a vital component of moving forward with an inclusive approach to be able to work with as many customers as possible to maximize reach, revenues and ultimately profits.”

Associated Link: Customer Respect Group: See the Study

All change at the top for System Concepts
Source: System Concepts Ltd, 3 July 2009
 
Leslie Fountain has been promoted to joint Managing Director of leading usability consultancy System Concepts.

Life in UCD immortalised in fiction: you couldn't make it up
Source: UN, 2 July 2009
 
Sarah Herman's fictitious book on life in a user-centred design company has hit the shelves and The Guardian's book pages...

Interfaces Magazine - Issue 79: The Education Issue
Source: Interaction Group, 1 July 2009
 
The latest issue of Interfaces is now available as a free download from the Interaction Website.

Two new Behavioural research Tools from Noldus
Source: UN, 30 June 2009
 
Tool updates make on-site behavioural data collection easier.

Cell Phones that Listen and Learn
Source: MIT Technology Review, 29 June 2009
 
New software tracks a user's behavior by monitoring everyday sounds.

Top Six Don’ts for Usability Testing
Source: FutureNow Inc., 27 June 2009
 
Six tips for creating quality usability tests to ensure useful feedback from testers.

Usability: ‘Lovely software. But I can’t work it’
Source: FT.com, 26 June 2009
 
In a recent survey by Global Graphics, 77 per cent of office workers estimate they lose up to one hour a week because business software is difficult to use.

And what do you do?
Source: Dexo Design, 25 June 2009
 
How do you describe your job role? Here are the results of a recent 'Preferred UX/UI Title' Poll.

Most Doctors cite Usability as critical to Electronic Health Record Adoption
Source: TMCNet, 24 June 2009
 
It's all about 'meaningful use'.

Glossy monitors look good but can hurt
Source: QUT, 23 June 2009
 
A new advisory cites research which suggests high gloss monitors make users sit awkwardly.