Carely

• Accessibility had not been consistently considered across the product
• Patients faced unnecessary friction when booking appointments, completing forms, and finding health information
• People with disabilities and older adults could struggle with navigation, readability, and interaction
• The product lacked a clear accessibility strategy that could scale across web and mobile

• Complex information made important patient tasks harder to complete
• Inconsistent navigation and interaction patterns increased cognitive load
• Forms lacked clear labels, error states, and accessible interaction patterns
• Some interface elements did not provide sufficient support for keyboard and screen reader users

• Medical data and sensitive information required clear, predictable user flows
• Medical terminology needed to be presented in ways that were easier for patients to understand
• Healthcare tasks can be deeply personal and time-sensitive, leaving little room for confusion or error
• Accessibility requirements needed to work consistently across web pages, mobile applications, and different devices

We challenged the idea that accessibility means creating a separate experience for people with disabilities. Instead, we treated it as a foundation for the entire product. WCAG compliance was a starting point, but real usability also required feedback from real users. We also found that more information does not necessarily help patients make better decisions. Clear hierarchy and relevant content matter more than information volume. Rather than slowing down the experience, accessibility-focused design helped create clearer interactions, reduce barriers, and make essential tasks easier to complete.

Accessibility should be built into the experience from the start. Gathering feedback from people with disabilities and older adults helped us make better UX decisions than relying on technical standards alone.

Small changes in navigation, web content, and interaction patterns had a noticeable impact on how users engaged with healthcare services.

The project strengthened our approach to designing for different users, including various accessibility needs and languages, while considering the workflows of healthcare professionals.

Whether you are building healthcare tools or medical devices, accessibility should be designed around the right person and context. Regulations matter, but good UX goes further by making healthcare easier to use for everyone.