UX Case Study: Accessibility‑First Redesign of HealthApp Slashed Support Tickets

Design · 5 min read

HealthApp’s support team identified a recurrent theme: users with low vision or cognitive load issues struggled with dense charts and ambiguous buttons, leading to many clarifying tickets. The product team adopted an accessibility‑first redesign: increasing type sizes, improving color contrast, simplifying complex charts into layered views, and adding clear labels and descriptive ARIA landmarks for screen‑reader users.

Designers conducted co‑design sessions with participants who use assistive tech and iterated prototypes with automated accessibility checks and manual audits. They also introduced a ‘simple view’ toggle that surfaces only the most relevant metrics. The combination of visual improvements and a simplified mode reduced cognitive overhead and made the app more welcoming for new users.

Post‑launch metrics were positive: support tickets related to navigation and data interpretation fell by 35%, task completion rates for accessibility test participants improved by 28%, and net promoter score among older users increased. The team plans to extend the accessibility-first pattern across onboarding and the partner clinician portal, treating accessibility as a feature that improves UX for all users rather than a compliance checkbox.