ScottishPower set out to improve the accessibility of its mobile app across iOS and Android, with a focus on building inclusive, consistent experiences for all users, including those relying on assistive technologies. While accessibility had been acknowledged as important, it had not yet been embedded into the design system or broader product culture.
Key challenges:
The existing mobile design system lacked accessible components
Key flows, like card payments, were not usable for screen reader or keyboard users
Design debt led to inconsistent user experiences across platforms
Little to no testing had been done with users with disabilities
Internal knowledge of accessibility best practices was limited
As a product designer on the project, I played a central role in improving accessibility within the mobile app design system and ensuring that critical journeys were redesigned with inclusion in mind.
What I did:
Mobile Design System Redesign
Improved foundational components (e.g. buttons, cards, forms, inputs) for both iOS and Android with accessibility in mind
Ensured proper colour contrast, touch target sizing, semantic structure, and support for dynamic type and dark mode
Accessible Journey Design
Contributed to the redesign of the card payments journey, ensuring clear focus order, screen reader compatibility, and simple, inclusive language
Advocated for inclusive design decisions throughout the process
User Testing & Research
Led user testing with participants with access needs, including blind users navigating with screen readers
Captured key usability insights that informed improvements to navigation, hierarchy, and affordances
Education & Advocacy
Ran internal and external workshops to educate design teams on accessibility standards (WCAG 2.1), inclusive patterns, and cognitive accessibility
Created resources and checklists to embed accessibility into daily design practice
Although this project is still in progress, my contributions have already had a lasting impact on the design culture and product experience.
Early outcomes:
The redesigned card payments flow is now the accessibility benchmark for other journeys in the app
The updated mobile design system is being adopted across multiple product streams
Increased team-wide confidence in designing for users with disabilities
Screen reader compatibility and mobile accessibility scores have improved in QA reviews
My work has helped set the foundation for more inclusive and scalable improvements across ScottishPower’s mobile ecosystem.
What’s next:
Rolling out accessibility improvements to other journeys like billing, usage tracking, and support
Expanding inclusive user testing with users with a range of access needs
Collaborating with developers to integrate accessibility into future component development
Continuing to evolve the design system with accessibility-first thinking
This project gave me the opportunity to champion accessibility in a tangible, measurable way, not just through design work, but through culture change. By improving the mobile design system, leading inclusive testing, and helping designers level up their accessibility skills, I contributed to a more inclusive energy experience for thousands of users.
