Progress cuts ShareFile accessibility issues by 60%

Applause says it has helped Progress Software cut accessibility issues in the ShareFile client collaboration platform by more than 60% year on year. The work has been under way since 2023.

The project included expert-led design reviews, testing by users of assistive technologies, AI-based code evaluations, staff training and direct reporting into Progress's internal Jira workflows.

Progress uses ShareFile for secure client collaboration, including file requests and document sharing. The work focused on reducing barriers for people with disabilities while improving day-to-day use of the product more broadly.

Among the features reviewed was Request List, a tool that lets users request, track and collect multiple files in one place. The teams also examined the document template authorisation process, where testing identified issues in the creation and sharing of templates.

According to the companies, the resulting changes made those workflows easier and more intuitive. Applause also worked with the ShareFile team to develop a design annotation system aimed at reducing issues linked to the Web Content Accessibility Guidelines.

Accessibility compliance has commercial implications for software suppliers, particularly when customers ask for evidence that products meet recognised standards. Progress said documents known as Voluntary Product Accessibility Templates, or VPATs, helped it address those requirements in conversations with existing and prospective customers.

"We want to prevent accessibility issues, not just find them. Working with Applause, we've been able to do just that," said Ivan Ereiz, Senior Director, User Experience, Progress Software. "In addition to the substantial drop in accessibility issues year over year, specific features are running better for all of our users based on the insights we've received from Applause's testing community, including people with disabilities. Their input has helped us remove friction and improve functionality."

The engagement reflects a wider shift in software development toward earlier accessibility testing, rather than treating compliance as a final-stage review. In this case, Applause testers fed issues and feedback directly into internal systems, with notifications and verification processes intended to speed fixes across release cycles.

Testing approach

Applause set up communication channels for global teams, including engineers in India, so support and training could run across time zones. That structure formed part of a broader effort to embed accessibility work in product and engineering routines rather than leave it to a specialist group.

"At Progress, accessibility has always been a priority," said John McCartney, Senior Manager, User Experience, Progress Software. "We chose Applause because we wanted a partner, not just a vendor. They've helped shape our testing strategy and given us access to an incredible community of testers and assistive technologies, enabling us to validate countless real-world scenarios. As a result, we're deepening empathy across our organization while saving both time and resources."

Companies face growing pressure to make digital services usable for people with a wide range of needs, from screen-reader users to people navigating by keyboard or other assistive tools. For business software providers, that can affect customer retention, procurement processes, support costs and regulatory exposure.

Applause said its work with Progress lowered costs tied to root cause analysis and customer support by catching issues earlier and making them easier to trace. The programme also combined human testing with automated checks and AI-assisted code review.

Business case

That mix is becoming more common as software groups look for ways to scale quality checks without relying entirely on internal teams. Human testing remains important in accessibility work because automated tools often fail to capture how people actually experience an interface when using assistive technologies.

Bob Farrell, Vice President, Solution Delivery and Accessibility, Applause, said the work depended on long-term organisational commitment rather than one-off fixes. He also pointed to the continuing role of human testers even as companies bring in more automation.

"Accessibility isn't a one-and-done," said Bob Farrell, Vice President, Solution Delivery and Accessibility, Applause. "It's an ongoing commitment that needs to run deep within the organization, and Progress understands that. The ShareFile team is already talking about how they will keep investing in accessibility and expand the program in a variety of ways. They know that, when it comes down to it, it's people who are at the core of all these interactions - so real people should also be testing them, even as we integrate AI and automation to accelerate progress."