WCAG 2.0 guidelines describe how customers should be able to:
- Perceive and navigate web content, such as with:
- Text, instead of images of text
- Information that can be enlarged up to 200 per cent without losing site functionality
- Good colour contrast between text and background
- Buttons labeled with words, not just with pictures, shapes, or colours
- Captions available for all audio
- Audio descriptions and captions available for all videos
- Operate websites, such as with:
- Keyboard commands instead of mouse clicking
- Options to extend time limits
- No elements that might induce seizures, such as flashing lights
- Titles and headings that help customers know where they are
- Understand website information and layout, such as with:
- Simple, linear layouts that are the same for each page of a website
- Clear language, instead of figures of speech
- Clear instructions for completing tasks, such as purchasing items or filling in forms
- Text descriptions of customer errors when inputting information
- Sign language interpretation
- Definitions of unusual words and abbreviations
- Visit websites using a variety of assistive technology, such as:
- Screen readers and Braille displays
- Screen magnifiers
- Speech recognition programs
The WCAG webpage provides the full list of requirements, as well as technical guidance for website owners and developers on how to implement them.
Online customer service accessibility should be available for customers of all abilities. There are many web-based things service providers can do to give every customer a fulfilling service experience.