Making it easier and more accessible for users to access energy services online

The client and challenge

Powering more than 5.5 million homes and businesses, EDF is the UK’s largest producer of low-carbon energy. Recognising that the demand for digital is increasing, EDF is committed to continuously improving and innovating the way it supports its customers through its online and digital platforms. With a desire to ensure all customers can access and use its website, EDF’s Digital and Design Team wanted to implement continuous accessibility improvements that would mean all customers have the greatest level of independence whilst using its digital platforms. Before it could do this, they required an external, independent partner to comprehensively baseline the current state of accessibility to guide the future roadmap for positive change and further accessibility testing.

Our solution

EDF’s existing website was considered compliant to Level AA of the Web Content Accessibility Guidelines (WCAG) prior to its engagement with Zoonou. To determine where improvements could be made, with split our accessibility testing into two phases.

In phase one, we conducted a comprehensive baseline audit covering key user journeys across 20 different templates and the use of assistive technologies. Phase two looked at other key areas of the site, including My Account, Help Centre and the Global Navigation Bar, helping to ensure a global picture of the website’s accessibility.

Both phases of testing focused on compliance to WCAG Level AA and included preparation and execution of WCAG based test scripts and a detailed report including top areas of concern and a pass/fail matrix categorised by WCAG level compliance that can be used by the Digital and Design Team to guide improvement.

The results

EDF are pro-actively creating a digital space that is accessible to all its customers with continuous improvements. As well as embedding accessibility further into its culture with tailored accessibility workshops from Zoonou, aimed at increasing the Digital and Design Team’s accessibility and inclusive design skills and knowledge base.

'Since 2019, we have collaborated with Zoonou, who provide audits and testing to assess the accessibility of our websites and used assistive technologies, such as speech recognition and screen readers, to identify improvements. Zoonou also provided workshops and training for our team to encourage the incorporation of accessibility into their work. Thanks to Zoonou’s support over the last 3 years, accessibility is now embedded within our digital design culture and is at the forefront of everything we do.'

- EDF