Case Study: Salesforce improves accessible AI UX with Fable

Salesforce improves accessible AI UX through a 6-step feedback loop with Fable over nearly a year

Salesforce, a leader in accessibility, faced the challenge of ensuring its new AI product, Agentforce, was not only compliant with standards but also genuinely usable for people with disabilities. To avoid inadvertently excluding users and to build trustworthy AI, they partnered with the vendor Fable to conduct real-world accessibility research and user testing.

The solution implemented by Fable was a practical, repeatable framework for weaving accessibility research into everyday AI development. This involved moderated testing sessions with assistive technology users from the Fable Community, which uncovered critical usability issues that automated tools missed. The results provided Salesforce with actionable insights that directly shaped AI UX design decisions, leading to product improvements and a stronger commitment to building inclusive AI. Fable enabled Salesforce to efficiently scale this research, enhancing team agility and ensuring accessibility remained a core priority throughout the development lifecycle.

Salesforce