Plain language and design updates enhance accessibility training
Under a tight timeline, iilo mobilized communications and design team members to turn a complex accessibility framework into a suite of impactful marketing, sales, and training materials.
Communication design challenge
Untapped Accessibility (UA) is a leading accessibility consulting firm in BC. As a social enterprise, UA has a dual mission to create work opportunities for professionals with disabilities and to generate revenue for its nonprofit parent organization, Open Door Social Services Society. Among UA’s services is the Accessible Client Service Training for Teams.
Demand for the training is expected to increase as all service-oriented businesses in Canada will soon be required to comply with accessible service delivery standards. In preparation for this expansion, UA hired iilo to adapt the academic content in its training into something more approachable for frontline staff and decision-makers.
First, iilo’s communications team reviewed UA’s accessible service delivery framework, which was rooted in Bloom’s Taxonomy, an academic model comprising three domains: Cognitive, Affective, and Physical. Applying principles of accessibility, we repositioned the framework to be more learner-centric and simplified the vocabulary. The reframed content is easier for workers in service-oriented environments to understand, while staying true to its academic origins.
We then revised the training content using conversational language, following plain language guidelines. Relatable examples were also added to help learners connect the framework to their professional contexts. Tapping into the client’s expertise, we engaged with UA through several rounds of feedback so the final content would balance subject matter integrity and communications best practices.
Once the content was solidified, the design team pulled everything together in PowerPoint. Adjustments to improve the learner experience included more distinct instructional sections and custom-illustrated icons to guide different concepts. We conducted accessibility checks and consulted with the client to ensure each PowerPoint deck met their high accessibility standards — especially since one of UA’s specialties is creating accessible presentations!
We also refreshed the training’s accompanying pitch deck content and design, highlighting UA’s expertise and practical approach to helping its clients comply with the Accessible Canada Act. We outlined clear value propositions and next steps to facilitate the sales process. Finally, we crafted website copy about the training to support UA’s marketing efforts.
Outcomes
How Canadian organizations deliver accessible services is an important question, and UA has the training solution. As UA prepares to fill a significant gap in client service training, iilo provided both communications and design expertise in a timely manner to revamp its training and sales content.
The client is now ready to connect with diverse audiences through simplified language and visually appealing presentations that still maintain core academic principles. We’re honoured to play a role in promoting accessibility across Canada!
Our impact
“The iilo team is skilled and responsive. We appreciate the values alignment between our organizations. We know we can trust iilo to come at our communication goals with an ethical and equitable lens.”
