Website accessibility reviews with lived experience
Improve your website with insight from real users
Join a practical pilot that helps organisations identify digital barriers, improve accessibility and usability, and build stronger digital experiences for everyone. Evaluate high-traffic part of your website with people with lived experience of disability and receive practical recommendations you can act on. Only $2997 plus GST.
Untapped Customer’s Ann Drieberg and
Black Sheep Communications’ Tom Davis
About the Inclusive Digital Experience Pilot
The Inclusive Digital Experience Pilot helps organisations understand how people experience their website in the real world.
This is not just a technical review. It combines lived experience, usability insight and clear digital recommendations to help you improve the parts of your website that matter most.
The pilot is designed to help organisations:
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Identify barriers affecting customers
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Improve accessibility and usability
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Strengthen digital trust and inclusion
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Prepare content and structure for modern search and AI systems
Why this matters
Many websites still make it too hard for people to find information, understand content or complete important tasks.
Analysis behind this pilot found common problems including:
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Content written above recommended reading levels
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Accessibility gaps that create barriers for user
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Website structures that are harder for search engines and AI tools to interpret
When digital services are difficult to use, people are more likely to drop off, contact support, or miss important information.
Inclusive design helps reduce friction and creates better digital experiences for more people.
What you will receive
A lived experience evaluation
Your organisation will gain feedback from people with lived experience of disability who will test a key part of your website or digital service.
Clear insight into barriers
You will see where people experience friction with navigation, readability, usability and accessibility.
Practical recommendations
You will receive practical recommendations to help improve digital experience, accessibility and content performance.
A stronger foundation for future improvement
The pilot can help inform future design, content and digital uplift work across your organisation.
Who should apply
This pilot is suited to organisations that want to improve a high-traffic digital experience.
It may be a strong fit for:
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government and public service teams
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community and disability service providers
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organisations with important online service journeys
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teams responsible for digital experience, communications or customer service
This pilot is particularly useful for organisations that want to go beyond compliance checks and better understand what real users experience.
How it works
A simple four-step pilot process
Step 1: Submit your expression of interest
Just fill out our form.
Step 2: We'll review and select participants
Three organisations will be selected to take part in the pilot.
Step 3: Digital evaluation experience begins
Work with our team and lived experience participants to test your nominated digital journey and identify barriers.
Step 4: Receive your executive recommendations
Get clear recommendations to help improve accessibility, usability and digital performance.
Why this approach is different
Automated tools and accessibility checkers are useful, but they do not always show how real people experience a website.
This pilot adds the missing layer: human insight.
By involving people with lived experience, organisations can better understand:
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What is confusing
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What is hard to use
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What is creating barriers
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What needs to improve first
That makes it easier to prioritise meaningful digital improvements.
Who is delivering the pilot
A practical partnership
Together, Untapped Customer and Black Sheep Communications bring lived experience, digital insight and clear communication together to improve how organisations design and deliver online services.
Black Sheep Communications
Black Sheep Communications helps organisations improve digital content, clarity and customer experience through clear language, content design and digital strategy.
Untapped Customer
Untapped Customer connects organisations with seldom heard Australians, including people with disability, carers and older people, to support research, co-design and engagement.
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