Planning a museum visit should be straightforward for everyone, regardless of how they access websites. Multi-phase inclusive user research gave the British Museum the evidence to make that a reality.
- Who: The British Museum, one of the world’s leading cultural institutions.
- What: Two phases of UX research and testing. Phase 1 explored the existing accessibility page to understand what worked and what didn’t. Phase 2 tested redesigned prototypes to ensure the new approach genuinely met user needs.
- How: We worked closely with people who have a wide range of accessibility requirements, from physical disabilities to sensory impairments and neurodivergence. Through one-to-one sessions, we observed how they navigated the site, listened to their experiences and tested new designs to make the page clearer, more inclusive and easier to use.
- Result: A new accessibility page design that helps visitors feel informed, supported and confident about their visit.
Background
For many disabled and neurodivergent visitors, planning ahead is essential. The British Museum wanted its website to do more than meet technical standards – it needed to provide practical, reassuring information in a way that feels inclusive and easy to navigate. The goal was simple: make the accessibility page a trusted resource that removes uncertainty and helps every visitor feel welcome.
What we did
We began by testing the existing page with a diverse range of disabled and neurodivergent users to uncover pain points. While the page contained lots of useful information, it was hard to find quickly and lacked the visual cues that help people picture themselves in the space. Using these insights, two prototype we developed by British Museum staff and that we then again tested them with a different group of diverse users. We explored different ways of organising content, embedding images and improving navigation so the page feels intuitive and supportive.
Impact
By listening to real experiences and acting on them, the British Museum now has an accessibility page that does more than inform – it empowers people to plan their visit with confidence and look forward to a day of discovery.
“Web Usability did a brilliant job on our project. We got some excellent information from the testing sessions they ran, which will help us improve our website beyond the original scope of the project.”
Alison Bean, Website Product Manager
More about these services
Find out more about our inclusive user testing service and our accessibility support packages