Fandango / NBCUniversal · 2018–2021
Improving Customer-Facing Experiences
Front-End Software Engineer
Context
Fandango supported multiple consumer entertainment brands, each with customer-facing purchasing experiences.
Checkout was a critical interaction: the point where a customer needed to move confidently from selecting a product or experience to completing a transaction.
An inaccessible or inconsistent checkout experience could create friction for customers and affect their ability to complete that journey.
Problem / opportunity
Accessibility issues were not isolated to one page or team. They affected multiple brands, and different engineering teams had varying levels of familiarity with accessibility standards and testing practices.
Addressing these challenges required more than resolving individual defects. It required improving how accessibility was understood, evaluated, and incorporated into the development process.
My role
As a Front-End Software Engineer, I worked on customer-facing checkout experiences and took an active role in advocating for accessibility improvements across teams.
I collaborated with Product, Design, Engineering, and Quality Assurance, and participated in conversations with technical leadership about accessibility tools, testing, and external auditing support.
Approach
- Identified accessibility as a customer experience issue. Advocated for treating accessibility barriers as obstacles affecting real users rather than simply as technical compliance defects.
- Brought accessibility into development conversations. Worked with Product and Design to evaluate checkout interactions through both usability and accessibility considerations.
- Supported consistent testing practices. Helped engineering and QA teams better understand accessibility issues and approaches to detecting them.
- Engaged technical leadership. Participated in discussions with the CTO, Director of Front-End Engineering, and Engineering Managers regarding accessibility evaluation and tooling.
- Helped introduce specialized expertise. Contributed to bringing an external accessibility auditing partner into the organization's improvement efforts.
Impact & takeaways
- Helped increase cross-team attention to accessibility within customer-facing checkout development.
- Contributed to conversations and practices that made accessibility testing a more visible part of engineering work.
- Helped connect accessibility concerns with organizational leadership and specialized external expertise.
- Strengthened my approach to evaluating product experiences through the needs of customers who might otherwise be overlooked.
Relevant capabilities
- Customer Experience
- Accessibility & Inclusive Design
- Cross-Functional Collaboration
- User-Centered Problem Solving
- Platform Complexity
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