The Cigna Digital Design Operations stood up a new Digital Accessibility and AccessbilityOps team. Digital accessibility as a general term is the inclusive practice of ensuring that digital products (websites, apps, PDFs, etc.) can be used by everyone — including those with a disability or physical impairment — while retaining functionality and usability. Our team ran into many roadblocks including establishing processes, team structure, organizational support, and human resource issues, including onboarding a new team member who was blind. This case study showcases the steps, challenges, and lessons learned standing up a Digital Accessibility Ops team at a Fortune 100 Health Insurance company.
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