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Creating inclusive digital spaces isn’t a nice-to-have, it’s a must. That’s why we’ve made a new round of updates to Gainsight Customer Communities that align with modern accessibility standards.

These improvements align with WCAG 2.1 AA guidelines and the European Accessibility Act (EAA), helping ensure that every user can navigate, engage, and contribute to your community.

 

What is WCAG and the European Accessibility Act?

Web Content Accessibility Guidelines (WCAG) are a set of international guidelines that help ensure digital platforms are usable by people of all abilities, including those who rely on screen readers, keyboard navigation, or visual adjustments like high contrast and larger text.

Gainsight Customer Communities complies with many Level A and Level AA WCAG 2.1 standards, including improvements to text resizing and keyboard navigation. Read our Accessibility Statement for more details.

The European Accessibility Act (EAA) is a legal framework that requires many digital services in the EU to meet these standards. It’s designed to make sure everyone can access and interact with essential digital experiences. We meet current legal obligations and prepare for future enhancements mandated by the EAA.

 

What’s included in the latest update:

  • Keyboard navigation: Easily move through pages without a mouse—great for keyboard-only users
     
  • Screen reader support: Pages, forms, and key elements are now better structured and announced clearly
     
  • High-contrast and resizable text: Improved readability in any lighting or device condition
     
  • Clear structure and labels: Headings, buttons, and form fields are tagged properly to reduce confusion
     
  • Accessible content creation: New tools help add alt text and labels directly in the editor
     

This is part of our broader, long-term accessibility initiative, one that includes automated checks and continued improvements across the platform.

📝  Learn more about our commitment to accessibility:
[Read the blog → Gainsight Amplifies Commitment to Accessibility With Updates to Customer Communities]

 

Would it be possible to include dark mode in future updates as well? While it’s not a requirement under WCAG 2.1 AA, it can greatly benefit users with visual sensitivities or those who spend extended time in front of screens. It would be a valuable addition to the current accessibility improvements.

I can see that an “Accessibility statement”-URL is placed next to the cookie settings in the community. We want to change the URL so that it goes to our own statement, instead of Gainsights - and also change the text so that is in our community’s language instead of english. How do we do this?

Thanks for the thoughtful suggestion, ​@Shy . You're absolutely right that while dark mode isn't required for WCAG 2.1 AA compliance, it can significantly improve comfort and usability for many users.

I fully recognize the value of this addition — especially as we aim to make the product more inclusive. That said, I can't commit to a timeline or confirm inclusion at this stage. It’s something I’ll keep in mind as we continue shaping future accessibility improvements.

Please keep the feedback coming — it really helps guide priorities. 🙏

Thanks for flagging this, ​@JeppePeppe — having the accessibility statement in your community’s language is important.

As a first step, we’ll check in with our legal team to understand any constraints or requirements tied to the default statement. From there, we can assess how best to support customization.

Thank you!

Thanks for flagging this, ​@JeppePeppe — having the accessibility statement in your community’s language is important.

As a first step, we’ll check in with our legal team to understand any constraints or requirements tied to the default statement. From there, we can assess how best to support customization.

Thank you!

 

Thank you!

Just for clarification: We have made our own statement that’s hosted on our main website. Instead of linking to gainsights statement in our community, we’d like to link to our own that we’ve made.

And in addition to that, having the link “Accessibility Statement” to be in our own language 😊
(“Tillgänglighet” in swedish, for example)

Just for clarification: We have made our own statement that’s hosted on our main website. Instead of linking to gainsights statement in our community, we’d like to link to our own that we’ve made.

And in addition to that, having the link “Accessibility Statement” to be in our own language 😊
(“Tillgänglighet” in swedish, for example)

+1

+1

​@Rebecca Potter ​@Carduelis1 any news here?

Just for clarification: We have made our own statement that’s hosted on our main website. Instead of linking to gainsights statement in our community, we’d like to link to our own that we’ve made.

And in addition to that, having the link “Accessibility Statement” to be in our own language 😊
(“Tillgänglighet” in swedish, for example)

+1

+1

​@Rebecca Potter ​@Carduelis1 any news here?

Just popping in here again to ask if there´s any news? 😊

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