Identity Verification accessibility statement

This accessibility statement applies to UCL Identity Verification.

Identity Verification is run by University College London (UCL) and MiSnap. We want as many people as possible to be able to use this website, which means that you should be able to:

  • change colours, contrast levels and fonts
  • zoom in up to 300% without the text spilling off the screen
  • navigate the website using just a keyboard
  • navigate the website using speech recognition software
  • listen to most of the website using a screen reader

There are a number of customisation options for your browser and device that could help you use this website and other websites more effectively. AbilityNet has advice on making your device easier to use if you have a disability.

Feedback and contact information

Please contact the Identity verification team if you have an accessibility query including:

  • If you are experiencing issues with accessing information or using the website
  • If you find an accessibility problem not listed on this statement
  • If you have positive feedback on the accessibility considerations made. 

When you contact the Identity verification team there is a process in place that will acknowledge your contact, tell you who is dealing with it and give you a timescale by which you can expect a reply.

We aim to respond to all contacts within 1 working day.

Reporting accessibility problems with this website

We formally test the accessibility of key user journeys that represent the breadth of content across our website on a regular basis against WCAG 2.1 AA standards. 

We're always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we're not meeting accessibility requirements, contact the Identity Verification Team. 

Read tips on contacting organisation about inaccessible websites.

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Technical information about this website's accessibility

University College London is committed to making this website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance Status

This website is partially compliant with the Web Content Accessibility Guidelines (WCAG) 2.1 AA standard, due to the non-compliances and exemptions listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Non-compliance with the accessibility regulations

Reflow: when using a desktop device, the page moves dynamically to a mobile site when the zoom level moves past 250%. The text does not wrap, nor can you move to some of the buttons.  There is also a link that disappears named: continue as a desktop user, as the system believes you are now working from a mobile device. When you are at higher levels of zoom e.g. 250%+ the 'Let’s get started button' obscures much of the window. This includes the Accessibility Guidance option. This fails WCAG Reflow 1.4.10 (AA).

There is a help icon located in the top left corner of the page that is not the correct size. This will need to be adjusted. This fails WCAG 2.5.8 Target Size (Minimum) (AA).

The contrast of the border around the button 'Switch to mobile' needs to be increased to enable it to be seen when the focus moves to the button. This fails WCAG 2.4.11 Focus Appearance (AA).

There are progress indicators relating to the different steps in the process (Step 1, Step 2, Step 3) which are not clearly conveyed to non-visual users. This fails WCAG 1.3.3 Sensory Characteristics (A).

When you choose the option 'I can’t access a mobile phone, let me continue on desktop' a dialogue box appears where focus is not locked to that box alone meaning you continue to tab through the page in the background before you get to the dialogue text. This fails WCAG 2.4.3 Focus Order (A).

Throughout the site, there is a limited use of headings on pages and some pages only have 1 heading. This makes is difficult for screen reader users to navigate the pages. This fails WCAG 1.3.1 Info and Relationships (A).

Some buttons are not labelled to clearly indicate their purpose. This fails WCAG 2.4.6 Headings and Labels (AA).

There is no information to tell a non-visual user that photo capture will be attempted a certain number of times before another method will have to be used (there are 3 attempts to capture a selfie within 60 seconds then a further 2 attempts are used before a timeout occurs). This fails WCAG 1.3.1 Info and Relationships (A) and 2.2.1 Timing Adjustable (A).

MiSnap is the selfie part of the application that UCL has no control over. When you get to this page, a screen reader will sometimes read the first instruction then no further guidance is spoken on completing the selfie. This fails WCAG 1.3.1 Info and Relationships (A).

Whether you are successful or not in submitting your selfie you are not alerted to this via a screen reader status update. In addition, when selecting forms of identification the information is not keyboard accessible or available to screen reader users, which renders the final two radio options very hard to understand. These fail WCAG 4.1.3 Status Messages (AA).

Disproportionate burden

At this time, we have not made any disproportionate burden claims.

Content that’s not within the scope of the accessibility regulations

This section covers issues that we do not need to fix right now. The law calls these exemptions.

Third-party content

Our websites contain third-party content. We do not have control over and are not responsible for the accessibility of this content, but we make best endeavours to work with the third-party to improve its accessibility. This may include:

  • links to non-UCL websites
  • content/functionality on our website
  • content hosted on other websites, such as social media sites.

To help accessibility compliance across the sector, University College London supports searchBOX , a centralised, independent directory of third-party accessibility information. 

searchBOX catalogues the contact information and accessibility statements of third-party suppliers, enables the sharing of community-generated accessibility statements, and allows users to map their supplier ecosystem. 

Users can access third-party accessibility statements using the free searchBOX Finder service. 

University College London encourages all our partners and suppliers to support this effort by ensuring that their accessibility information is included in the searchBOX directory. 

Our testing processes

We tested the website/app using a combination of manual and automated checks.  If you find an issue we have not yet identified, you can report it to us. We’ll pass this information to the service owner who will review the issue, make sure it is included in our plan to fix issues and add it into the accessibility statement when it is next updated.

Preparation of this accessibility statement

This statement was prepared on 14th January 2023. It was last reviewed on 14th January 2023. This site was last tested on 16th December 2022. The tests were carried out by UCL.

What we’re doing to improve accessibility

UCL is currently looking at options to fix or provide alternatives for all issues that we are made aware of and as identified by our periodic internal testing and auditing processes.

We are also currently identifying a clear alternative process for people unable to complete the steps to create a photo on their own. This could be an email that people can contact to submit an alternatively captured image.