At Freshworks, we follow a structured accessibility audit methodology to ensure our products meet WCAG 2.2 Level A and AA standards. Our approach combines automated efficiency, rigorous manual validation, and AI-assisted development practices.

• Continuous Shift-Left Testing: Accessibility is integrated into the earliest stages of our product development lifecycle.

  • Continuous automation: Automated accessibility checks are run across design, development, and QA phases to identify and resolve issues early.

  • Real-time AI assistance: Developers use AI-powered tools, including accessibility-focused agents, to detect and fix code-level issues before code is merged.

• Hybrid Auditing and Deep-Dive Verification: We use a hybrid audit strategy that combines automated testing with real-world manual validation.

  • Automated E2E testing: End-to-end accessibility regression testing is performed using industry-standard tools such as aXe DevTools.

  • Manual assistive technology audits: Our team conducts detailed evaluations using real-world scenarios, including:

    • Keyboard-only navigation to ensure proper focus order and operability.

    • Screen reader testing to validate semantic structure and compatibility.

• Documentation, VPAT, and Compliance Reporting: Transparency and accountability are central to our compliance efforts.

  • VPAT generation: We produce VPATs to document conformance against WCAG 2.2 standards.

  • Remediation roadmap: We provide prioritized plans outlining identified issues, severity, and timelines for resolution.

• Agile Remediation and Validation: We address accessibility gaps efficiently while ensuring quality and stability.

  • Real-time fix verification: Engineers and QA teams validate fixes as they are implemented, ensuring compliance targets are met without introducing regressions.