cx-accessibility-reviewlisted

# Support accessibility review Accessibility reviews often stop at the marketing site. **Support is where problems become urgent** — and where teams hide behind "call us", CAPTCHA gates, and PDF-only policy documents. This is a practical operations audit, **not legal advice**. It answers: can someone with common access needs complete a support journey? ## Scope the journeys Test **end-to-end paths**, not individual pages: | Journey | Minimum path | | --- | --- | | Get help on billing error | Help centre → contact → resolution | | Account locked out | Recovery → verify identity → support | | Report accessibility barrier | Feedback channel that does not require the barrier | | Escalate unresolved issue | Supervisor or complaint route | | Receive critical reply | Email/SMS/portal notification readable with AT | Assign **modality personas** — do not require one person to represent all needs: - Screen reader + keyboard only. - No hearing on phone path (relay if offered). - No speech — text-only contact. - Low vision — zoom, contrast, no colour-only status. - Cognitive load — plain language, consistent steps. ## Channel checklist | Channel | Pass criteria | Common failures | | --- | --- | --- | | **Help centre** | Headings, labels, focus order, alt text | Search autocomplete unreachable | | **Web chat** | Keyboard open/close, readable transcript | Widget trap focus | | **Email form** | Labels, error identification | CAPTCHA without audio alternative | | **Phone** | Clear IV