Conducted a comprehensive UX audit and redesigned interfaces to GDS standards for a certification platform serving 500,000+ users across 8 international markets, achieving full WCAG 2.1 AA compliance.
Context
Axelos is a joint venture between the UK Government and Capita, responsible for managing globally recognized best practice frameworks including ITIL® and PRINCE2®. The legacy platform was struggling with accessibility compliance and user engagement across diverse international markets.
With over 500,000 users relying on the platform for certification pathways, any redesign needed to maintain feature parity while dramatically improving usability and meeting strict GDS accessibility standards.
Key Problem Statement: How might we transform a complex certification platform to meet UK Government accessibility standards while improving engagement across 8 international markets?
Discovery
I conducted a comprehensive UX audit of the existing platform, identifying 47 critical accessibility gaps and usability issues that were impacting user success rates.
23 instances of text failing WCAG AA contrast requirements (4.5:1 ratio)
Forms across certification pathways lacked proper labels for screen readers
Critical workflows not accessible via keyboard-only navigation
Mobile users experiencing significant content overflow and touch target issues
Used WAVE and Lighthouse to identify technical accessibility issues.
Screen reader testing with NVDA and VoiceOver across key user flows.
Interviewed users with disabilities to understand real-world barriers.
Mapped all findings against GDS Design System requirements.
Solution
Redesigned the certification journey to provide clear, step-by-step guidance through the Foundation and Practitioner levels, with improved information hierarchy and accessible navigation.
PRINCE2® certification pathway with clear information hierarchy and accessible navigation
Created an intuitive search experience allowing users to find certified training providers by best practice, country, and region—with proper form labels and keyboard accessibility.
Training provider search with accessible form controls and clear visual hierarchy
Results
This project earned the Center of Excellence Award 2021 and multiple Pat on the Back Awards for accessibility leadership and cross-functional collaboration with the UK Government Digital Service.
Reflection