As part of the Starbucks digital design team, I led the accessibility initiative across iOS and Android platforms. The goal was to create a more inclusive experience for all users, especially those using assistive technologies. I acted as the primary liaison between the Accessibility team and Product Design, managing the growing backlog of accessibility issues and ensuring real, user-driven solutions made it into production.

The Challenge

The app had accumulated a large backlog of accessibility bugs that were affecting customer experience, especially for screen reader users and those with visual or motor impairments. These issues often went unresolved due to lack of prioritization and cross-functional alignment. The challenge was two fold: fix what was broken, and build a sustainable process for ongoing accessibility improvements.

My Approach

Prioritized with Impact in Mind: I audited and categorized the backlog of A11y bugs based on severity, customer impact, and frequency.

Established Clear Communication Channels: I created a structured workflow between Product Design, Engineering, and Accessibility teams using Jira and Atlassian.

Designed for Real Use Cases: Partnered with researchers and pulled direct customer feedback to guide solutions that addressed actual pain points—like screen reader navigation and button labeling.

Validated with Assistive Tech: Worked side-by-side with QA and Accessibility testers to validate every change using screen readers, switch controls, and keyboard navigation.

The Solution

Through consistent design updates and collaboration, we shipped solutions that improved:

• Screen reader accessibility across ordering and rewards journeys

• Proper semantic labeling for UI components

• Focus states and navigation paths for both touch and keyboard users

• Dynamic content announcements and ARIA role improvements

The Impact

• ▼ Drop in A11y-related support tickets within 6 months

• ↑ Increase in task completion for screen reader users (based on internal usability testing)

• ↑ Boost in app accessibility across platforms

What I Learned

Accessibility isn’t an add-on. It's a mindset that needs to be embedded in every design decision.

Collaboration drives results. This work succeeded because of strong partnerships between design, engineering, and accessibility experts.

User feedback is the north star. Real-world use cases helped prioritize what actually mattered to customers.