Prologue

It began with an email, actually hundreds of emails. Customer support received numerous complaints from shoppers who couldn’t complete checkout using a keyboard, couldn’t read low-contrast text, or found the product zoom unusable with a screen reader. Leadership finally realised these weren’t edge cases; they were lost sales and reputational risk.

[Read more…] about From Frustration to Inclusion: How a Home‑&‑Lifestyle Retailer Turned Accessibility into Growth