Our commitment
At Dixa, we are committed to making our public-facing products accessible to everyone. We continually work to improve the user experience and to apply relevant accessibility standards, so that all users, including those who rely on assistive technologies such as screen readers, keyboard-only navigation, and screen magnification, can use our products.
This statement covers the Dixa products that our customers' end users interact with directly:
- Dixa Messenger, the chat and messaging widget
- Dixa Knowledge, the Help Center / Knowledge Base
- Dixa Satisfaction (CSAT), the customer-satisfaction survey pages
Guiding principles
We follow the four key principles of accessibility (WCAG), which guide how we design and improve our public-facing products.
👀 Perceivability
Information and interface components should be presentable in ways all users can perceive.
- We aim to provide text alternatives for non-text content such as images and icons.
- Where applicable, captions or transcripts are provided for video or audio content.
- Content is designed to remain usable when resized or viewed at higher zoom levels.
- We avoid using colour as the only means of conveying information.
💻 Operability
Navigation and interface components should be operable by all users.
- We design functionality to be accessible via keyboard, without requiring a mouse.
- Interfaces are designed to avoid traps, such as being unable to exit a pop-up or form.
- Interactions are built to avoid seizure risks, such as flashing content.
- Forms are designed with clear labels and meaningful error messages.
🧠 Understandability
Content and interactions should be clear, consistent, and easy to understand.
- We use plain, clear language and avoid unnecessary jargon.
- Navigation and layout are kept consistent across our products.
- Autofill and input assistance help users complete forms more easily.
- Destructive actions are confirmed with prompts to help avoid accidental mistakes.
🤝 Robustness
Our products should remain compatible with a range of devices, browsers, and assistive technologies.
- We work to expose correct names, roles, and states, including through ARIA attributes, so that interface elements can be identified by assistive technologies.
- We evaluate compatibility with assistive technologies through manual testing and inspection of the accessibility tree.
- We maintain cross-browser support for Chrome, Safari, Firefox, and Edge.
- Mobile layouts and touch interactions are designed to remain accessible.
The extent to which each product currently meets these principles is recorded in its individual conformance report, see Conformance reports below.
Compliance & standards
- We design and assess our public-facing products against the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA - the level referenced by the harmonised European standard EN 301 549 under the European Accessibility Act (Directive (EU) 2019/882) - and, where we can, against the more recent WCAG 2.2 criteria.
- Accessibility is part of our design, development, and QA processes.
- Each consumer-facing product is reviewed on an annual cycle using the ITI Voluntary Product Accessibility Template (VPAT® 2.5).
How we test
We evaluate our products through manual testing (keyboard-only operation, focus-order review, and inspection of the accessibility tree (the names, roles, and states exposed to assistive technology)) together with targeted functional checks of key user journeys and supporting tools such as colour-contrast checkers.
Ongoing work
Accessibility is a continuous effort. Some issues may remain, and others may surface after a release. Where an assessment identifies a gap, we record it, prioritise remediation, and re-test before treating it as resolved. If you come across a barrier that is not yet reflected here, we would like to hear about it.
Recommended assistive technology
For the best experience with assistive technology, we recommend the latest versions of:
- Windows: Google Chrome or Edge with NVDA or JAWS
- macOS: Safari with VoiceOver
Conformance reports
Each product's accessibility conformance report follows the ITI Voluntary Product Accessibility Template (VPAT® 2.5, WCAG Edition) and records the standard it was assessed against, its current status, and any known limitations:
Feedback & contact
We welcome your feedback on accessibility. If you experience an issue, have a suggestion, or want to report a barrier, contact us at [email protected]. We aim to respond to accessibility-related feedback within a reasonable timeframe.