Accessible Document Creation in Regulated Industries: Financial Services and Healthcare

In today’s digital-first world, regulated industries like financial services and healthcare face a dual imperative: to comply with stringent legal standards and to serve diverse, often vulnerable populations. Everyday documents—forms, statements, disclosures, health records—are the backbone of customer and patient communications. Yet, these documents frequently present significant accessibility challenges, risking both compliance failures and the exclusion of those who need these services most. At Publicis Sapient, we believe that accessible document creation is not just a regulatory requirement, but a business and ethical imperative that drives trust, equity, and operational excellence.

Financial services and healthcare organizations operate in highly regulated environments, with legal frameworks such as Section 508 of the Rehabilitation Act, the Web Content Accessibility Guidelines (WCAG), and the Accessibility for Ontarians with Disabilities Act (AODA) setting clear standards for digital accessibility. These regulations require that all digital content—including everyday documents—be perceivable, operable, understandable, and robust for people with a wide range of abilities.

However, compliance is only the starting point. The real challenge lies in embedding accessibility into the DNA of document creation workflows, ensuring that every customer or patient—regardless of ability, age, or circumstance—can independently access, understand, and act on critical information. This is especially vital in sectors where the consequences of exclusion can be severe: missed financial opportunities, delayed care, or even loss of essential benefits.

Despite best intentions, many organizations fall into common traps that undermine accessibility:

• Inaccessible PDFs and Forms: Many financial and healthcare documents are distributed as PDFs that lack proper tagging, logical reading order, or alternative text for images. These documents are often incompatible with screen readers and other assistive technologies, creating barriers for users with visual or cognitive disabilities.
• Complex, Unstructured Content: Overly complex language, jargon, and poor document structure make it difficult for users with disabilities—or anyone with limited literacy—to understand key information or complete required actions.
• Vague or Non-Descriptive Links: Links labeled as “click here” or “read more” provide no context for screen reader users, making navigation confusing and frustrating.
• Insufficient Color Contrast and Visual Cues: Poor color contrast and reliance on color alone to convey meaning can render content unreadable for people with low vision or color blindness.
• Lack of Keyboard Navigation: Interactive forms and digital documents that cannot be navigated using a keyboard alone exclude users who rely on alternative input devices.

Ensuring accessibility in regulated industries requires a proactive, holistic approach. Here are actionable best practices to embed accessibility into your document workflows:

1. Start with the User

Conduct audience research and journey mapping to understand the diverse needs of your customers or patients—including those with disabilities, limited literacy, or limited digital access. Involve people with disabilities in user testing to surface real-world barriers.

2. Design for Accessibility from the Outset

Integrate accessibility into every phase of document creation, from initial drafting to final publication. Use built-in accessibility checkers in tools like Microsoft Word and Adobe Acrobat to identify and remediate issues early. Apply semantic structure—such as headings, lists, and tables—using style tools rather than manual formatting.

3. Simplify and Clarify Content

Use plain language, clear headings, and descriptive links. Avoid jargon and acronyms unless they are clearly defined. Ensure instructions and eligibility criteria are easy to find and understand, reducing learning and compliance burdens.

4. Ensure Compatibility with Assistive Technologies

Tag PDFs and digital forms properly so they can be read by screen readers. Provide alternative text for images and ensure logical reading order. Test documents with a variety of assistive technologies, including screen readers, magnifiers, and keyboard-only navigation.

5. Check Visual Accessibility

Maintain sufficient color contrast between text and background. Do not rely on color alone to convey meaning—use text labels, patterns, or icons as additional cues.

6. Test Early and Often

Combine automated accessibility checks with manual testing. Involve users with disabilities in usability testing to identify issues that automated tools may miss. Regularly review and update documents as standards and user needs evolve.

7. Embed Accessibility in Governance and Training

Establish accessibility governance frameworks to ensure ongoing compliance and improvement. Provide cross-discipline training for all team members—designers, content creators, and developers—so accessibility becomes a shared responsibility, not an afterthought.

Accessible document creation is not just about avoiding legal risk—it is about building trust, advancing equity, and unlocking new opportunities for engagement and growth. In financial services, accessible communications enable all customers to confidently manage their financial futures, regardless of ability or background. In healthcare, accessible documents ensure that every patient can understand their care, access benefits, and make informed decisions.

Organizations that lead on accessibility benefit from:

• Expanded market reach and customer loyalty
• Reduced administrative burden and support costs
• Enhanced brand reputation and regulatory compliance
• Stronger, more resilient communities

At Publicis Sapient, we have supported clients in financial services and healthcare to embed accessibility into their digital transformation journeys. Our approach includes:

• Comprehensive accessibility assessments of content and code
• Remediation of inaccessible PDFs and forms
• Cross-discipline training and accessibility governance
• Inclusive design and development, with real-world user testing

For example, our work with financial institutions has helped them exceed compliance standards, streamline onboarding and support processes, and build trust with underserved populations. In healthcare, we have enabled agencies to deliver accessible, plain-language health communications that reduce administrative burden and improve health outcomes for all.

Accessible document creation is a journey, not a destination. By embedding accessibility into every stage of your document workflows, you can ensure compliance, foster inclusion, and deliver on your mission to serve every customer and patient—no exceptions. The payoff is profound: a more inclusive, effective, and trusted organization that is ready to meet the needs of today’s diverse, digital society.

Ready to advance accessible document creation in your organization? Connect with Publicis Sapient to start your journey toward compliance, inclusion, and impact.

Relevant Links

• How to Make Your Work Documents Accessible for Everyone
• How to Make Your Work Documents Accessible for Everyone
• Beyond the Basics: Advanced Accessibility Features in Microsoft Office and Google Workspace
• Accesibilidad Digital en América Latina: Reducción de la Carga Administrativa y Avance de la Equidad en el Sector Público (LATAM)
• Accesibilidad Digital en el Sector Público Latinoamericano: Reducción de la Carga Administrativa y Avance de la Equidad (LATAM)
• L’accessibilité numérique et l’IA : une opportunité stratégique pour les entreprises européennes (Europe)
• Accessible Document Design for Multilingual and Multicultural Audiences