Think lean and access falls into place

I was on a web page this morning and I thought an associate would find the information interesting so I decided to pass it along. The page had a “share” button so I clicked on it on the assumption this would be the most efficient way to get the information into my associate’s hands.

After completing the web form I was ready to send the info and go on with my day. Instead I was confronted with an inaccessible security code and the message “This is an image captcha. Persons with visual impairment should call and someone will assist you”. The automated message on the other end of the phone line told me to leave a message and someone would get back to me. Rather than wait for a call back I simply used the ‘send link by email’ feature in my web browser to share the information.

I see this situation as a lean thinking opportunity rather than an accessibility issue. The top of the form could have included the warning “This form includes an image captcha. Persons with visual impairment should use the send link by email feature of their web browser”. There was no value added by wasting my time with the image captcha or my phone call to the organization.

I have both shared the information and this blog entry in less time than it has taken for the organization to respond to their offer to provide assistance. The fact I was directed to an unattended telephone suggests the organization places little value on my time. The fact they are willing to commit staff time to a redundant business process suggests the organization is not overly concerned with the efficient use of valuable resources.

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