Autoethnographic Evaluation of Insurance Web Accessibility in Indonesia Using WCAG 2.2 and SETARA

Bagus Suhendar

doi:10.32535/ijabim.v11i2.4599

Autoethnographic Evaluation of Insurance Web Accessibility in Indonesia Using WCAG 2.2 and SETARA

Bagus Suhendar

Abstract

This study employs autoethnography to evaluate the accessibility of insurance websites in Indonesia, guided by WCAG 2.2 and the national SETARA OJK framework. Autoethnography was chosen to foreground the lived experiences of blind users, including the researcher as an active participant, thereby bridging technical compliance with human-centered realities. Nineteen insurance websites were examined through WCAG compliance testing and focus group discussions with blind participants, analyzed using weighted criteria for navigation, screen reader readability, language clarity, and registration inclusivity. The autoethnographic lens revealed barriers invisible to automated tools, such as inconsistent headings, inaccessible CAPTCHA, and ambiguous registration language, while also capturing moments of successful navigation. Findings highlight paradoxical outcomes: Astra Life and PLN Insurance achieved AAA experiential accessibility despite low WCAG scores, whereas Allianz Life demonstrated high WCAG compliance but only moderate usability. Most companies remained at AA or A levels, confirming that compliance alone does not guarantee accessibility. By situating personal navigation experiences within broader debates on digital inclusion, the study contributes methodological transparency, integrates international and national frameworks, and offers practical recommendations for insurers and regulators. Ultimately, the research underscores that accessibility must be evaluated not only through compliance checklists but through the lived realities of blind users.

Keywords

autoethnography;evaluation of insurance; accessibility; WCAG; SETARA

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References

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DOI: https://doi.org/10.32535/ijabim.v11i2.4599