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Failing to accommodate visual impairments in new ticketing UI design
Posted Jul 12, 2024
Hi Zendesk Team,
I wanted to provide some feedback regarding the readability of text within the Zendesk interface, specifically concerning the use of a light grey background behind text boxes. (newly introduced)
As someone with a visual impairment, I've found that the subtle contrast between the light grey background and the white text box can make it challenging to read the text clearly. While this design choice might appear visually appealing and sufficiently distinct to most users, it poses a readability issue for those with similar visual impairments.
My experience:
- Low Contrast: The contrast between the light grey background and the white text box is minimal, making it difficult to distinguish the boundaries and focus on the text itself.
- Strain on Eyes: The lower contrast requires more effort to read, causing additional strain on the eyes, especially during prolonged use.
It's a little disappointing that accessibility was not a contributing factor in the new UI design. Ensuring that all users, including those with visual impairments, can easily read and interact with the content is crucial for an inclusive user experience.
It'd be good if we had settings available that allow for user choice to set colours that increase contrast or allow for colour alternatives.
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7 comments
Shawna James
Thank you for taking the time to provide us with your feedback, we appreciate your honesty and candor about how we can improve our product from an accessibility point of view.. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Sarah
This is definitely an issue for some of my agents as well. The color choices and contrasts have affected ticket readability, especially if they were already using web browser extensions to assist them with ensuring the readability of tickets. In the meantime, is it possible to enable a “legacy view” of tickets?
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Kelly Tengco
I will also mention a significant roadblock for my visual impairment is the overcrowding of the email viewbox. I am unable to zoom the screen or text while still keeping the viewbox a reasonable size to be able to see anything I'm doing. It is making emails virtually impossible to read, even with everything completely collapsed. I am currently writing email responses in Word and copying and pasting, as it's the only way I can get any screen real estate, unfortunately. If I can help answer any other questions about this, please feel free.
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Samantha Cook
I have a visual impairment and wish to change the look of the agent dashboard on my browser. As far as I can ascertain, there are no accessibility changes that Zendesk has, so that I can change the contrast and there are no browser add ins
My current dashboard is very monochrome, and makes navigating around quite tricky when I have several chats or tabs open at once.
I suffer with Nystagmus and I also rely on predictability. Tabs moving around and changing position is also very troublesome. Another symptom of Nystagmus is visual overcrowding, and so clarity and whitespace is key for me. The new changes to Messenger where everything is on one side of the page has caused issues with this for me,
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Mo Rizvi
Hi Luke!
Thank you so much for this feedback and thank you to all who have upvoted/added their feedback to this. All our products and features being accessible to all is very important to us. Feedback like this is immensely helpful to understand what and where we need to do better. We are reviewing all feedback to determine the best next steps.
I will update this thread once we have more information to share.
Thank you!
Mo
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Kelly Tengco
Hi team, I must reiterate that it has been 7 months since my last comment and Zendesk remains unbearably unaccommodating. There must, must, must be a focus on accessibility. My work is severely compromised on a daily basis and I am walking a fine line between not being able to read emails and living at my chiro from straining my neck. Please, prioritize better zoom ability for your blind clients. This is important.
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Chaitali Pathak
Dear Kelly Tengco
Thank you for reaching out and sharing your thoughts with us. We sincerely apologize for the delay in addressing your feedback regarding accessibility. We understand how essential it is for our platform to be accommodating, especially for users rely on assistive technologies, and we genuinely appreciate your patience.
We want to assure you that we are now actively looking into it. To facilitate this process, we kindly ask you to reach out to us directly at product-accessibility@zendesk.com. Alternatively, creating a support ticket would also be very helpful for us to track your concerns more effectively.
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