Designed with care: Accessibility in the Providence app

October 11, 2024

Providence Digital Innovation Group

[4 MIN READ]

Making digital experiences easy, simple and engaging is an important part of improving health care access for all patients. Providence incorporates universal design principles to make its digital app inclusive for patients of all abilities.
Features include screen readers, chatbots and more that make accessing care easier for patients with visual, auditory or motor impairments.
Read on to learn how Providence incorporates accessibility into every part of its digital design process.

For many people, using technology to access healthcare services seems like a given. However, for patients with disabilities, this capability is not just critical; it may be their primary means of accessing healthcare. That’s why the Providence Digital Innovation Group (DIG) designs and develops its products for the widest possible audience — including people with visual, auditory and motor impairments.

The user experience team follows principles of universal design — a concept anchored in creating products that anyone can use. That means improving accessibility, function and appeal for all products. In the physical world, curb ramps are a great example of universal design since they ease street access for certain people without impairing it for others. In the digital world, features like screen readers and large touch targets help create an inclusive digital environment where everyone can access care.

“At Providence, we are providing care for everyone regardless of age, ability or status,” says Lisa Mason, associate vice president, product design and insights for Providence’s Digital Innovation Group. “Universal design removes those barriers that might prevent patients with a variety of abilities from receiving adequate health care. Fostering more compassionate and equitable access to care is at the core of what we are trying to do.”

Features that make the Providence app accessible for all

In addition to following universal design, DIG adheres closely to accepted accessibility standards, including those from the Worldwide Web Consortium and phone operating systems like iOS and Android.

These features include:

Contrast compliance, which ensures readability for those with color blindness and other visual impairments. Using the rating system from the Worldwide Web Consortium, the Providence app has a AAA rating — the highest possible standard for contrast compliance.
Large buttons and touch targets are easier to access for patients with fine motor skill challenges, reducing physical strain and frustration.
Screen reader compatibility, which maximizes comprehension for users with visual impairment by helping them follow the screen and its elements in a logical order.

Chatbots are another way access is enhanced. Chatbots empower patients with hearing impairments to book appointments within the app without needing to call.

“Much like universal design, these guidelines are just good principles for everyone to follow when developing digital applications,” says Mason. “In health care, they allow people with disabilities to more easily navigate our health system. Offering these features is important because, for patients with disabilities, knowing they can access and interact with our services reduces stress and anxiety.”

Creating an accessible app through universal design

Accessibility features have always been available within the app because universal design has been a core concept of Providence’s app development philosophy.

“We can always improve our accessibility as we add new features and get more feedback from users, but this is the goal from our outset,” says Mason. “These features enhance patient experiences and broaden the reach of our app to a more diverse user base.”

For DIG, building these accessible features followed its typical development process from discovery and definition through design and development. Before eventual deployment, the team conducted robust testing in realistic settings to ensure features work as intended.

After each feature is launched, the team continues to gather feedback from users to report issues and suggest improvements. This ongoing dialog helps refine the app and ensure it meets the diverse needs of all patients.

“Managing health can feel stressful, especially for patients with disabilities,” says Mason. “Making sure our mobile apps are accessible, simple and predictable enhances patient engagement, satisfaction and health outcomes.”

An app experience for every patient need

The Providence app supports every step of your care journey with features that make it easy to manage your health. These include:

24/7 access to health information
Access to the Grace smart assistant, which can help you refill prescriptions, schedule appointments and find other resources
Appointment scheduling and check-in
Immunization reminders
Lab appointment booking
Personalized recommendations and self-serve content tailored to your health history
Provider search tools for doctors and specialists
Reminders for upcoming screenings and appointments

Contributing Caregiver

Lisa Mason is the associate vice president, product design and insights for Providence’s Digital Innovation Group.

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