Improving Accessibility for Power NI’s Customers
The Problem
Power NI has been Northern Ireland’s largest electricity supplier for over 90 years, serving more than half a million homes and businesses.
During the energy crisis of winter 2022, many residential customers struggled to pay bills and keep power on. Power NI focused on supporting vulnerable communities through initiatives and charity partnerships.
But they also identified a critical gap: their website was not fully accessible for users with visual or cognitive impairments. With over 20% of the Northern Irish population living with disabilities, this meant many customers faced barriers to carrying out everyday tasks like topping up meters, submitting readings, or switching providers.
The Idea
We carried out a full accessibility programme:
Defined organisational goals and benchmarked usage scenarios
Audited the site with automated tools and expert reviews against accessibility standards
Conducted usability testing with 15 users with impairments, ensuring lived experience shaped the findings
Summarised results into a comprehensive report with prioritised recommendations
The Outcome
Accessibility issues identified, prioritised, and resolved
Remedial work fed into Power NI’s product roadmap
Updates implemented by designers, developers, and content authors
Accessibility statement updated and published
The process improved inclusivity, making the site accessible for more users while unlocking a significant underserved market segment.
FAQs
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What challenge did Power NI identify with its website?
It was not fully accessible for users with visual or cognitive impairments, excluding a significant portion of the market.
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How did Ideas + Outcomes address accessibility issues?
By auditing the site, testing with users with impairments, and providing a prioritised set of recommendations.
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What steps were taken to ensure inclusivity?
Issues were resolved, updates were built into the roadmap, and designers, developers and authors implemented improvements.
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What impact did the work deliver?
Improved inclusivity, compliance with accessibility standards, and better access for more than 20% of the Northern Irish market living with disabilities.