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Home > Customer Service > Website accessibility >
 

Technical problem areas

Known usability and accessibility issues

Royal Mail is committed to making the whole of royalmail.com accessible. It is part of our maintenance process to upgrade pages whenever we make other changes to them. It’s only when the cost is prohibitive, that we temporarily put things back on the to-do list instead of addressing them right away.

Technology-Related Accessibility and Usability Problems

This table gives an overview of the technologies that cause problems for both able-bodied and disabled users on royalmail.com.

 

TechnologyProblemsStatus
Layout tablesLong download times, can cause erratic screen reader behaviourOngoing
Syntax errorsCan crash screen readers and mobile browsersIn progress
JavaScript error messagesError messages won’t be read by screen readers or are very intrusiveIn progress
Form structureWhen missing it can confuse screen reader users and make it hard to click radio buttons and checkboxes for mobility-impaired usersIn progress
Poor language: jargon, overly complex, non-descriptive linksMakes the site harder to read and understand for all users.In progress
Legacy FlashOld, inaccessible Flash is unusable for screen reader users and some mobility-impaired usersOngoing
Inaccessible PDFLayouts in columns and forms are unusable for screen reader users and images are not described.Ongoing

Problem Areas

Some pages on the site were conceived back when the main goal was to get the site up and running as quickly as possible. These pages still contain problems for all kinds of users. The table below lists the areas of the site worse affected.

 

AreaProblemsStatus
SmartStamp Account Holders AreaCannot increase text size, layout tables, not tested in all supported browsers, no form structurePlanned
Business Collection Order formNo form structure, forms too longOngoing
Site registrationNo form structureIn progress
Address/postcode finderLayout tables, no form structureDone
SmartStamp RegistrationCannot increase text size, layout tables, not tested in all supported browsers, no form structureDone
Customer servicesJavaScript error messagesPlanned

 

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