Last reviewed: 15 December 2021


Digital accessibility policy

At Co-op we want to make sure that everyone can access digital services including Co-op websites, apps, communications and colleague resources.

We've set out our digital accessibility goals, processes and responsibility so that we can create a consistent approach.

We've also created our digital accessibility standards to set out what guidelines we need to meet and why.

How do we make things more accessible?

We need to consider digital accessibility at every stage of creating products and services at Co-op. And it must not end there. We need to constantly review and improve everything we build and develop.

The 8 stage process makes sure that there is responsibility for accessibility at all stages of product and service development.

8 stage accessibility process

The aim of this process is to catch accessibility issues as early as possible, avoiding a build-up of expensive ‘accessibility debt’ that we’ll need to fix in the future.

1. Procurement

We will:

  • assess all online products and services that we buy against Web Content Accessibility Guidelines 2.1 criteria
  • test key journeys with people with access needs
  • document the barriers for people with access needs and share with the procurement lead

2. Research

We will:

  • carry out research with 1 in 5 participants who have a known access need (motor, cognitive, vision or hearing)

3. Design

We will:

  • use our inclusive design crits document when reviewing designs
  • include people with access needs in our crits sessions on a regular basis
  • record any reasons for not meeting accessibility guidelines and share with the product owner

4. Front end build at a component level

We will:

5. Content

We will:

  • score content accessibility quarterly
  • support content creators to produce accessible content

6. Quality assurance

We will:

  • be involved from the design stage
  • test key journeys with people with access needs

7. Automated testing of live products and services

We will:

  • run continuous automated testing against Web Content Accessibility Guidelines 2.1 throughout product development
  • have development standards that include accessibility
  • make sure new starters read the standards

8. Annual accessibility audits

We will:

  • carry out annual audits of digital products and services

Responsibility for accessibility policy

Our chief product officer, Lucy Tallon, has overall accountability for the accessibility of our products and services.

Everyone working in Co-op product and service development is accountable for working to the principles of this policy.

Awareness and support for the accessibility policy

We will:

  • provide regular training to make sure everyone involved in developing online products and services are aware of accessibility needs
  • make the accessibility policy easily accessible
  • encourage people to attend sessions to see how people use technology in different ways
  • create a network of people with an interest in accessibility to build and share knowledge
  • liaise with the Co-op Inclusion Pioneer Network so that they aware of the accessibility policy
  • produce a communications plan to generate awareness and commitment to the accessibility policy and guidelines

Help with accessibility

For help and support making our products and services accessible, contact

This might include:

  • contacting the accessibility champion network at the Co-op
  • help with accessibility testing tools and access to people with access needs

Reporting and volunteering

If you find any accessibility issues please email

We're always looking for volunteers with access needs to help us with our products. If you'd like to get involved, please contact

Information on accessibility

Web Content Accessibility Guidelines (WCAG) 2.1

These are the standards developed by individuals and organisations around the world to create a shared standard for accessibility. Co-op needs to meet Level AA of these standards as a minimum and Level AAA wherever possible.

Equality Act 2010

This is the law that protects people from any discrimination that happened since 2010. Read the provision of service which includes digital services and therefore accessibility.

Co-op Diversity and Inclusion team

Co-op creates an environment where people respect and celebrate each other's individual differences. We embrace the talents, beliefs, backgrounds and abilities of all our colleagues. Find out how Co-op create an inclusive work environment for our diverse community of colleagues.

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