Web accessibility evaluation from the perception of people with disabilities: case of Argentina

Abstract This article analyses web accessibility, not only from a regulatory point of view, but also from the emotional burden it implies and affects people with disabilities (PwD). In Argentina a significant number of e-government servicesfor citizens are available only on the Web, without proper accessibility considerations, increasing the marginalization and loss of autonomy. Argentina still fails in digital accessibility according to the biennial reviews of the Convention on the Rights of PwD. For this reason, research on the perception of accessibility was developed with the participation of 53 PwD, based on their experiences of interacting with Argentine websites. Also, a technical evaluation of web accessibility according to Web Content Accessibility Guidelines (WCAG 2) standard is included, in order to have a comparative analysis between what is perceived at user experience (UX) perspective and what is automatically validated. Several usability evaluation techniques considering accessibility were used such as interviews and questionnaires for the perception accessibility evaluation, and heuristic evaluation and cognitive walkthrough for the technical accessibility evaluation. After this comprehensive study important reflections emerged. The human impact and UX must be factored into technical accessibility criteria. An unmet accessibility criterion can generate several deep emotional aspects. The perception of web accessibility is built through multiple experiences in which people face barriers not only from the interaction with each particular website. Web developers have to listen to the voices of PwD, to gain a better understanding of their experiences and advocate for their rights creating a more accessible and inclusive web.