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Accessibility

Writing content

User experience (UX) writers should consider the different ways users may read and interpret content. This guide includes commandments that will enable you to write for people who may need a helping hand in using our website

The three accessibility pillars for writing content…

Clarity

When it comes to content - it must first and foremost be clear. We need to write so our words are accessible to the majority of reading ages. Our pages should have structured headings, clear messaging and appropriate labels.

Control

Our purpose is to give users control over their finances, so we need to give them all the tools they need to take the reins. Providing screen-readable content, captions and clear error messages will help our customers feel at ease when making important decisions.

Confidence

We want our users to feel empowered, that’s why we need to give them options and a helping hand if it’s needed. We should make all our content scannable and bite-sized, without jargon. We provide context, and bring our words to life by making them relatable and supportive.

The clarity commandments

  • Write to a maximum reading age of 13 (lower secondary) (i.e “right” instead of “correct”)
  • Write descriptive, well organised page headings (e.g. “Your car” or “About you”)
  • Write clear, unique tab titles for each page
  • Consider link text and CTAs, give them context and clear direction (e.g. “Get quotes”)
  • Write clear titles for tables, figures and graphics
  • Provide a clear, consistent label for every input element, using unique labels for different groups
  • Consider the reading order of content - do error messages come in at the correct time? Is the information architecture of the page correct?
  • If the key control of a page is the image, or, for example, an image replaces a CTA, make sure the alt text describes the purpose of the image, not it’s contents (e.g goes to an article about financial fitness)

See the WCAG guidelines on reading level for more guidance

The control commandments

  • Find and describe errors in a clear way, then offer suggestions. (e.g please let us know your date of birth in the following format dd/mm/yy)
  • Write copy that’s suitable for screen readers (don’t use click here, instead use a contextual part of the sentence as the link)
  • Provide transcripts for any videos and captions for images, as well as any other necessary media alternatives
  • Give names/titles to icons, controls and videos
  • Provide extra confirmation for transactions and provide clear instructions to reverse them if it’s possible to do so

See the WCAG guidelines on the language of page for more guidance

The confidence commandments

  • Make content scannable (e.g break things into bullet points)
  • Flag or explain jargon and abbreviations (e.g. repatriation - going home from your holiday early)
  • Include instructions or examples for when a specific input format is needed (e.g. “£1,000” or “Joe”)
  • Make sure that copy is relatable or provide examples to give more context (e.g. “This includes all your laptops, bikes and valuables…)
  • Write supportive copy for success and warning/validation notifications respectively (e.g. ”Please choose the job that fits you best”)

See the WCAG guidelines on unusual words for more guidance