Designing an in-app accessibility and customer support hub

The accessibility hub in the Starling app brings together Starling’s complete customer support ecosystem into one place, including a confidential route for vulnerable customers to share if they need extra support. The hub also provides device-level setup guides for accessibility features to help users get the most from the Starling app. I collaborated with product designers, engineers, customer support teams and accessibility specialists to launch the accessibility hub.

A series of screenshots on a purple background, showing what the in-app accessibility hub looked like.

Top skills

Information architecture design

Designed an intuitive structure and navigation model for the hub, helping customers to effortlessly move around the hub between the accessibility feature guides and the Starling customer support resources.

Educational content strategy and writing

Wrote clear, plain English guides explaining how to use device-specific settings like Dynamic Type, VoiceOver, TalkBack, and Screen Zoom across iOS and Android.

Inclusive service design for customer disclosure

Partnered closely with customer support teams to design the end-to-end experience for the customer disclosure tool. The tool allows customers experiencing disability, neurodiversity or a stressful life event to confidentially tell us about it so we can offer them extra support if they want it.