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Richard Boardman

Joined Oct 27, 2021

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Last activity Jul 05, 2023

Senior Director, Product Accessibility at Zendesk

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ACTIVITY OVERVIEW

Latest activity by Richard Boardman

Richard Boardman commented,

Community comment Feedback - Ticketing system (Support)

Taylor - thx for reaching out. We really appreciate customer feedback. Sorry your colleague is encountering this issue.

We are in the middle of making a number of enhancements to our Agent Workspace, and easier navigation is a priority so we can make the very kind of situation you describe more straightforward.

We have some ideas for a temporary workaround, but please can I ask you to file a support ticket:

  • include the specific details of your colleague's OS / browser / screen reader 
  • and finally, to help expedite say pls include "route to the  Product Accessibility team" in the body.

Thanks,

Rick, Zendesk Product Accessibility

 

View comment · Posted May 15, 2023 · Richard Boardman

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Richard Boardman commented,

Community comment Feedback - Help Center (Guide)

This is Rick here from Zendesk Product Accessibility. Thanks for this suggestion, I will make sure it is on the Guide team's roadmap. Please do not hesitate to reach out if you have more Accessibility feedback.

View comment · Posted Mar 01, 2022 · Richard Boardman

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Richard Boardman commented,

CommentAccounts and billing

Hi Chris Blouch - this is Richard Boardman from Zendesk Product Accessibility. Quick follow-up. Thanks for reaching out!

We have a brand new process for reporting Accessibility issues, so new that it hasn't been published yet :-). Please can you email us at accessibility@zendesk.com with the specific details and we will follow-up directly?

The alt text issue you mention definitely needs a look at. It sounds like this relates to our Guide / Help Center so if your site is public, pls include a URL so we can take a peek. If not, a screenshot would be great. 

We will also point you at our Accessibility bug reporting template so you can report the other problems too and we will work with the responsible product teams to remediate.

Across our products, we are striving to meet WCAG 2.1 AA. Many teams, including Guide and our Messaging Web Widget, have significant H1 2022 efforts in play after recently completing new audits. Hopefully, we can fold this issue in if its not in the backlog already. We're also going to soon publish the audit results so watch this space.

In terms of testing, we're using a range of tools, although the specifics vary by product team. In general, we use a layered approach:

  • Automated tests built into our build pipeline
  • Manual tests using keyboard and assistive technologies such as screen readers
  • Code linters and browser extensions to catch issues as early as possible in development

In the future, we plan to introduce usability testing with end users who rely on assistive technology too so we can move beyond compliance to a truly usable experience.

Please let us know if you have more questions, and thanks again for reaching out.

View comment · Posted Feb 02, 2022 · Richard Boardman

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