igital accessibility isn’t just a nice-to-have; it’s a human right, a business necessity, and a powerful enabler of learning. In customer education, this means onboarding, product training, and customer academies must be inclusive, accessible, and impactful. 

At HowToo, accessibility has guided our design and development since 2013, and our experience delivering digital learning to customers has shown just how transformative accessible learning can be.

FREE Download: Everything you need to make your customer training accessible

Seeing the impact of accessibility in action

In our early work delivering digital learning solutions, we partnered with public service organisations and other customers who needed to train diverse groups of learners. We quickly observed how inaccessible learning content created barriers, slowing adoption, frustrating learners, and limiting their ability to perform effectively.

Conversely, when training was designed to be fully accessible, the difference was profound. Employees could engage at their own pace, complete mandatory courses without barriers, and confidently apply what they learned. We saw increased engagement, improved work performance, and greater confidence.

This experience reinforced a key insight: technology can be an enabler. When accessibility is built into digital learning platforms like HowToo, it empowers learners rather than excluding them, creating better outcomes for both learners and organisations.

Why accessibility matters: rights, law, and business risk

Accessibility in customer education is non-negotiable for three reasons:

• Human rights: Everyone deserves equitable access to learning. Inaccessible content excludes learners and undermines the principle that education is universal.
  
  
• Legal compliance: WCAG 2.2 standards increasingly underpin accessibility legislation. Non-compliance exposes businesses to regulatory and legal risk.
  
  
• Business impact: Inaccessible learning leads to disengagement, slower adoption, lower retention, and reputational harm. Accessible learning, by contrast, drives engagement, accelerates adoption, and supports customer success.
  
  

Designing perceivable learning experiences

Perceivability ensures that learners can sense and interpret content, regardless of ability. HowToo’s platform addresses this by providing:

• Transcripts and closed captions for video and audio content
  
  
• High-contrast design and shape-based navigation for visual impairments and color blindness
  
  
• Zoom capabilities up to 400% without losing readability
  
  
• Alt Text for images compatible with Screen Readers
  
  

Accessible design is not just about compliance—it enables learners to engage meaningfully, creating a real impact on their work and lives.

Enabling operability and meaningful interaction

Operability is about how learners interact with content. HowToo supports:

• Keyboard navigation for motor-impaired users
  
  
• Adjustable timing and media playback controls
  
  
• Avoidance of flashing content that could trigger seizures
  
  

By designing operable learning, technology becomes an enabler, helping learners of all abilities fully participate in training and achieve outcomes that were previously out of reach.

Understandable, intuitive learning

Understandability ensures learners can process content easily. HowToo helps businesses create learning that is:

• Clear and consistent, with predictable navigation and labels
  
  
• Error-proof, preventing accidental skips or incomplete assessments
  
  
• Easy to digest, even for learners with cognitive or learning disabilities
  
  

Accessible learning not only empowers learners, it reduces business risk from disengaged or frustrated customers.

Robust experiences across devices and technologies

Robustness guarantees learning content works reliably across devices, browsers, and assistive technologies. HowToo ensures:

• Full compatibility with screen readers
  
  
• Responsive design for desktops, tablets, and mobile devices
  
  
• Clear coding standards for non-standard UI components
  
  

Robust accessibility safeguards businesses against legal, reputational, and operational risks, while enabling scalable, inclusive customer education.

The future of accessible customer education

Accessible digital learning is a moral mandate, a legal responsibility, and a business advantage. From our work with public service organizations to delivering scalable customer learning solutions, we’ve seen that technology can transform accessibility from a challenge into an enabler.

At HowToo, we help organsations deliver learning that is:

• Inclusive: equitable access for all customers
  
  
• Compliant: aligned with WCAG 2.2 and legal accessibility requirements
  
  
• Effective: measurable improvements in engagement, adoption, and retention

We’ve built accessibility into the foundations of our platform and even have an accessibility checkers to make it easy for any organisation to create training for everyone.

Thanks to partners like Intopia, we continue to explore new ways to make HowToo more accessible and impactful. When accessibility is embedded from the ground up, customer education can truly change lives, while protecting your business and driving meaningful outcomes.

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