Web App Accessibility via Dynamic Role-Based Component Loading
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Solution Overview
Problem
Current contact center systems lack a customized solution to support the diverse needs of agents with disabilities, leading to inefficiencies, legal risks, and increased costs due to the generic nature of accessibility guidelines, which fail to account for individual differences in disabilities and require additional equipment, and training.
Innovation Solution
A computerized method and system using an API client that, upon user login, retrieves a preassigned disability role-ID and loads components to support specially-abled needs through voice or text commands, integrating with assistive technologies to provide personalized interaction modes, reducing the need for additional hardware and equipment.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If generic accessibility guidelines are implemented, then basic web accessibility is improved, but individual disability needs are not adequately addressed
Solution Approach 1:
The system segments accessibility support into discrete, selectable components that can be individually configured. Instead of a monolithic accessibility mode, the system divides support into separate functional elements that can be customized per user needs, allowing each user to assemble their preferred interaction mode from available options.
Solution Approach 2:
The system implements dynamic customization where accessibility preferences are not static but can be changed by users according to their specific needs. The system adapts its behavior based on user-selected preferences, transforming from a fixed accessibility implementation to a flexible, user-driven configuration model.
2Adaptability or versatility
If additional equipment is provided for disabilities, then accessibility support is improved, but device complexity and costs increase
Solution Approach 1:
The system replaces physical assistive equipment with software-based interaction modes. Instead of requiring specialized hardware devices, the system uses software components that can be loaded and unloaded dynamically to provide accessibility support, eliminating the need for additional physical equipment while maintaining accommodation capabilities.
Solution Approach 2:
The system creates a universal platform that can accommodate multiple types of disabilities through a single integrated solution. By designing components that serve multiple accessibility functions, the system eliminates the need for separate specialized equipment for different disability types, reducing overall complexity while maintaining broad adaptability.
3Productivity
If specialized training is provided for specially-abled agents, then job performance is improved, but training costs and time increase
Solution Approach 1:
The system enables agents to self-configure their accessibility preferences and interaction modes without requiring specialized training. By providing intuitive, user-driven configuration capabilities, the system allows agents to independently optimize their workspace according to their needs, eliminating the time and cost of specialized training while maintaining high performance.
4Adaptability or versatility
If workplace accommodations are made visible, then accessibility support is improved, but social acceptance decreases due to unwanted attention
Solution Approach 1:
The system extracts accessibility configuration from the public view and places it in a private, user-controlled space. By allowing users to manage their accessibility preferences independently without public display or mandatory disclosure, the system provides necessary accommodations while protecting users from social stigma and unwanted attention.
Data Source
AI summary
A computerized-method for enabling a mode of interaction to support specially-abled needs of agents, via a web-app, in a contact-center. The computerized-method is operating an Application Programming Interface (API) client. The API-client includes receiving credentials from a user, upon login of the user to the web-app and then communicating with an authentication-server for an authentication-service and forwarding the credentials thereto. After successful completion, forwarding the credentials to an authorization-service that is retrieving a preassigned disability role-ID, according to the credentials and transmitting a preassigned disability role-ID in an access-token. The API-client receives the access-token, having the preassigned disability role-ID and sends the access-token to the authorization-service, to receive a permissions-list, according to the preassigned disability role-ID of the user and then stores the permissions-list of the user on a database associated with the API-Client and loads a component to support specially-abled needs, according to the stored permissions-list.