Square Enix
Designed and operationalized an internal accessibility knowledge service to enable inclusion at scale across a global organization.
Executive Summary: Identified fragmented accessibility knowledge and workflow silos across distributed teams, mapping content and tooling dependencies. Architected a centralized internal service integrated into enterprise workflows, improving discoverability, reducing friction, and creating a scalable foundation for onboarding and alignment.
Results
Operational Impact
- Reduced friction by centralizing trusted accessibility guidance into a single internal service
- Improved consistency of accessibility integration across product teams
- Accelerated onboarding through structured, searchable knowledge pathways
- Enabled reliable, fast answers via integration as the primary knowledge source for an internal AI assistant
- Increased adoption of accessibility standards through improved usability and clarity
Strategic Outcome
- Evolved a static resource into a scalable internal service embedded within delivery workflows
- Strengthened organizational accessibility maturity across regions
- Established a sustainable, enterprise-aligned knowledge foundation through SharePoint migration
- Created infrastructure that extended accessibility beyond documentation into real-time operational support
- Embedded accessibility into everyday tools, reinforcing long-term cultural adoption
The challenge: Accessibility expertise existed within the organization, but knowledge was fragmented across tools, documents, and teams.
- Guidance was difficult to locate quickly within delivery workflows
- Teams relied on inconsistent sources of truth
- Adoption varied across regions and functions
- Accessibility knowledge was not embedded within everyday tools
The core challenge was not creating more content. It was designing an internal service that made accessibility knowledge discoverable, usable, and sustainable at enterprise scale.
My Role: Accessibility Manager / Service Design, Experience Design, UX, Front-end
The Team: Accessibility Lead, IT Service Management, Analytics & Insight, and Cross-functional Reviewers
My Approach: Treated the initiative as a service design and organizational enablement challenge, not a content redesign.
- 1. Mapped the Knowledge Ecosystem
- Analyzed how teams accessed accessibility guidance across the delivery lifecycle
- Identified friction, duplication, and gaps in discoverability
- Defined priority use cases through interviews and usability testing
- 2. Designed the Internal Accessibility Service
- Redesigned information architecture and core user journeys
- Created wireframes and interactive prototypes
- Implemented front-end using custom HTML and CSS
- Migrated to SharePoint to align with enterprise standards and ensure sustainability
- 3. Enabled Adoption and Scale
- Led training and company-wide presentations to drive adoption
- Partnered with internal teams to integrate the hub into an AI chatbot as a verified source of truth
- Embedded accessibility knowledge into everyday workflows and tools
The goal was not documentation. It was operationalizing accessibility knowledge as enterprise infrastructure.
Note: This was an internal platform, so live screenshots are not available.
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Image Caption: Wireframe of landing page with a three-column layout, top navigation with dropdowns, a central card-based topic hub, and a latest accessibility news feed..
Image Caption: Wireframe of content section for video resources featuring a masthead image, clear main and sub-category titles, and collapsed sections for improved content organization and user navigation.
Image Caption: Wireframe of content section for video resources featuring a masthead image, clear main and sub-category titles, and expanded section for improved content organization and user navigation.
Image Caption: Wireframe of content section for book resources featuring a masthead image, clear main and sub-category titles, and three-column layout for books with book details and links.