Accessibility‑First Redesign for a Telehealth Platform Improves Outcomes for Low‑Vision Users

Design · 6 min read

The platform's usability audit flagged significant barriers for low‑vision and motor‑impaired users: low contrast in key UI elements, dense information architecture on appointment pages, and a convoluted video join flow. The cross‑functional project team included accessibility consultants, a front‑end engineer, and clinicians to ensure clinical workflows remained intact.

The redesign introduced high‑contrast themes, a responsive typographic scale, larger tappable areas, and a single‑action video join button with clear progress states. The team ran automated accessibility testing with axe and manual testing with 22 participants who had varying degrees of visual impairment. They also monitored appointment completion and no‑show rates across cohorts.

Post‑launch data across two months showed a 30% decrease in appointment no‑shows for low‑vision users and a 46% reduction in support requests related to joining calls. Clinicians reported fewer delays and smoother handoffs. The project highlighted the ROI of accessibility investments and the importance of co‑design with actual users rather than assumptions.