Case study: Global furniture retailer & QualiBooth
Building an inclusive digital experience at scale
Date: February 2025
How a global furniture retailer elevated accessibility across 54 markets, cut issues by more than half, and made compliance a shared responsibility across hundreds of teams.
54
markets monitored
207
active users
250+
product teams trained
7 mo
to full rollout
Overview
One of the biggest retail furnitire brands, known for its commitment to design, innovation, and accessibility - both in its physical spaces and online experiences. With €44.6 billion in global retail sales in FY25 and a workforce of over 222,000 employees worldwide, this brand has set the standard for inclusive and customer-centered retail.
When the brand set out to strengthen digital accessibility across its global platforms, it needed a scalable, data-driven solution that could support its ambitious inclusivity goals and empower hundreds of teams worldwide.
Through a global RFP process, the company selected QualiBooth as its long-term digital accessibility partner. Together, we’ve built one of the most advanced accessibility programs in the retail industry - aligning compliance, usability, and design with its core values of equality and inclusion.
The challenge
The furniture retail company recognized that digital accessibility wasn’t just a compliance requirement - it was a key enabler of better customer experiences and broader reach.
At the start of the engagement, many of its digital properties were scoring between 60–70 on accessibility metrics, revealing the need for a structured, scalable improvement plan.
Key goals included:
- Elevating accessibility scores across 54 regional sites
- Ensuring regulatory compliance across multiple markets
- Empowering internal teams to take ownership of accessibility
- Supporting the company’s digital accessibility initiative, aimed at improving search visibility, conversion rates, and brand equity through inclusivity
Implementation
The rollout was a cross-functional initiative involving the Inclusive Design Integration Manager, Lead Software Engineer, Engineering Manager, Digital Accessibility Specialists, and Accessibility Engineers - all working closely with QualiBooth’s Customer Success and Technical Support teams.Implementation followrd a phased strategy:
1 - Pilot
Initial deployment on lower-traffic markets to assess performance and refine processes before broader rollout.
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2 - Scaled rollout
Expansion to larger markets including the US and Germany after successful validation.
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3 - Training & enablement
Phase 1: Core team training and live PEDEX (Product, Engineering, Data, Experience Design) sessions — reaching 100–1000 participants across 250+ product teams.
Phase 2: Country-level workshops focused on interpreting reports and resolving issues.
Phase 3: On-demand e-learning modules made available via internal platforms.
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This join efforts resulted in, 207 active users across the organization use QualiBooth regularly to monitor and improve accessibility performance.
Driving measurable results
Over a span of seven months, the furniture retail company achieved remarkable progress across its 54 monitored regions, ensuring consistent accessibility in each of them.
Accessibility scores increased significantly, while the number of accessibility issues was cut by more than half in most of the markets:
Through continuous monitoring and improvement cycles, the company transformed accessibility into an integral part of their development culture - not just a compliance checkpoint.
*AI generated images for illustrational purpose
Innovation through collaboration
The company’s approach to accessibility is among the most sophisticated in our client portfolio. Together, we created:
API integration
QualiBooth APIs connected directly into internal analytics for real-time data sync.
Custom sampling
10% market traffic sampling for efficient large-scale coverage across all properties.
Hybrid audits
Automated monitoring combined with manual review by internal accessibility and QA teams for maximum precision.
Co-created features
Joint workshops with accessibility engineers to explore new features for improved tracking and data visibility.
Living their values
Accessibility at the company is rooted in their values of equality, simplicity, and togetherness. As stated during internal training:
“This is about living our values — and the opportunity to reach more of the many customers and co-workers.”
This philosophy has guided every phase of the program - ensuring accessibility isn’t a side initiative, but a shared responsibility across all teams.
Results at a glance
This demonstrates what’s possible when accessibility is treated as a core value - not just a compliance target.
By combining automation, analytics, and human expertise, the global furniture retail provider has made measurable, lasting progress toward creating a digital experience worldwide that’s truly for the many people.
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