Making Benefits Technology Accessible to All

Inclusive technology is key to building a diverse workforce

Today is the 33^rd anniversary of the Americans with Disabilities Act and Disability Pride Month is winding down. While workers with disabilities are seeing more and more work being done to build and maintain inclusive work environments, employers should always be on the lookout to ensure that these employees have access to all things benefits.  

According to an Adobe study, more than three-quarters of respondents living with a disability say their workplace has done a better job supporting them since the onset of the pandemic (77%) and similar numbers say their coworkers are mindful of their unique needs in their interactions. 

Making benefits communications and technology accessible 

As we move toward many employers’ annual enrollment season, it’s a good time to do a check-up on your benefits technology accessibility. Here’s a checklist of things to consider for an inclusive benefits experience: 

1. Use clear and simple language: Avoid using complex jargon or technical terms that might be difficult for some employees to understand. Use plain language and keep your messages straightforward, conversational, and concise.  

   Example: HR communications should typically be written at a 6^th – 8^th grade level. Microsoft Word’s editor feature will provide document stats with a readability score. Look for the Flesch Kincaid grade level stat and overall readability score to make sure your benefits details are easy to ingest. 

2. Provide multiple formats with accessibility: Offer information in various formats to accommodate different needs. For example, provide written materials in accessible digital formats (e.g., PDFs with proper tagging for screen readers) and offer audio versions or video with closed captions. 

   Example: For written content, be sure to use the accessibility tools in your word processing software before converting to a designed file, such as an email or flyer. Many video hosting sites will automatically create captions when you upload your videos. Enable the “CC” function, so employees who need it can turn it on.

3. Ensure website accessibility: If you have an internal HR or benefits website, ensure it meets accessibility standards, such as WCAG (Web Content Accessibility Guidelines).  

   Example: Have navigable keyboard functionality, sufficient color contrast, and proper heading structure. Further, if you are using a benefits administration platform for enrollment and education, ensure they compliant with applicable Section 508 V2 and WCAG 2.0 A and AA guidelines. Userway provides a free accessibility scanner for WCAG conformance. Some of the testing done on Benefitsolver^® includes JAWS and NVDA screen reader, keyboard-only navigation, native browser zooming, ZoomText, Color Contrast Analyzer, and HTML validator. 

4. Accessible presentations: When conducting training sessions or webinars, use presentation materials that are accessible.  

   Example: Provide accessible slides, handouts, or supplementary materials. For live events or presentations, make sure that speakers are properly amplified for the low hearing. For virtual events, enable the accessibility features offered by Zoom, Teams, or your preferred teleconferencing technology. For an in-person benefits fair, ensure that all employees can access the event and speak with the vendors.  

5. Training for HR staff: Ensure that HR staff and relevant personnel are trained on accessibility guidelines and best practices. They should be equipped to address accessibility concerns and provide appropriate support.  

   Example: Tap into free resources offered by the EEOC, PEAT, and SHRM to work toward greater inclusivity for employees with disabilities.  

6. Align these priorities with your benefits vendors: Your HR partners should use telecommunications relay services to support full telephone accessibility to members who are deaf, hard of hearing, or speech impaired. Chatbots or virtual assistants should also be available to provide speech-to-text and chat capabilities. 

   Example: Ensure that your vendors understand your population’s needs and are prepared to provide assistance. For instance, is there a non-technology method to enroll in benefits?  

7. Regularly review and update: Periodically review your HR and benefits communications to ensure they remain accessible and up-to-date with the latest accessibility standards.

Design principles for accessible benefits communication

At Businessolver, we have several design principles that we use to guide our member-facing technology that might also apply to your benefits communications: 

1. User-centered:  We ask the questions necessary to establish empathy with our users and discover their true needs before we move forward. 
2. Simplify:  We work to reduce the user’s cognitive workload whenever possible. We will be consistent and clear and establish a strong visual hierarchy. 
3. Build trust:  We are approachable, trustworthy, and transparent. We provide human interfaces over machine-like interactions. 
4. Speak their language:  We design systems that speak in the user’s voice and avoid jargon. 
5. Right information, right time:  Our communication is clear, precise, formatted cleanly, and delivered where and when the user expects it. 

As you put the finishing touches on all of the communications that will go out in the coming weeks, make sure you’re wearing all the “hats” for various populations you’re trying to reach and using principals like the ones above to help you formulate your messages. With the perception of empathy in organizations at an all time low, HR can move the needle on creating an empathetic culture and equitable access for all.