[community] clarifying a rumour

[John W (personal)]

Hi friends, I would like some help clarying a supposed incident at Amazon
some years ago - the way I heard it, the company was concerned about the
volume of complaints on their site(s) and when they did a deeper dive, they
found that some huge proportion (50%-plus) were issues resolvable by taking
action on accessibility. In other words, customer experience was
dramatically enhanced and volume of complaints cut simply by moving to a
higher level of inclusive design.

Can anyone point me to any published citation of this story? or clarify it
for me with any published evidence? Needn't be academic, I just want
something tangible to refer to as evidence.

thanks!
j

*cJohn D. Willis | **CMRP, MDes *
Inclusive design, strategy and research
Toronto CANADA

Web: www.jdwillis.ca
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