Case Study
Scaling Course Operations and Accessibility Remediation for a Large Online University
Key Result Highlights
- Supported course operations across a large volume of unique courses through scalable staff augmentation.
- Delivered total course-update support through an actuals-based engagement model rather than fragmented vendor billing.
- Achieved a 99.9% first-round approval rate for multimedia assets.
- Achieved a 99% first-round approval rate for responsive interactives.
- Reduced accessibility remediation effort per course through an AI-assisted workflow.
- Logged and remediated 1,000 accessibility issues through a structured pilot-based audit and remediation process.
- Built a documented effort model for future large-scale accessibility remediation across the course catalog.
The Client
One of the largest online universities in the US, serving students across 190+ degree and certificate programs. With a fully online model and a large course catalog on a four-year refresh cycle, the institution needed a more scalable way to maintain course quality, currency, and accessibility.
The Challenge
The institution faced two parallel challenges. First, it needed flexible,
high-quality support to sustain course updates across a large online catalog without relying on rigid retainers or inflated vendor billing. Second, it needed to identify and remediate accessibility issues in LMS-hosted courses at scale, within a tightly controlled IT-approved environment.
Critical Success Parameters
- Sustain course update work at scale with a flexible, multi-role team.
- Ensure billing transparency through actual-hours-based delivery.
- Maintain high quality across instructional design, multimedia, and front-end work.
- Reduce per-course accessibility remediation effort through AI-assisted workflows.
- Log and remediate accessibility issues through a structured audit process.
- Operate all remediation activities within an IT-approved secure environment.
Our Approach
- Deployed a flexible course operations team spanning copy editors, instructional designers, course builders, multimedia developers, and front-end developers based on quarterly demand.
- Expanded the engagement over time from a focused initial team to a 20+ multi-disciplinary operation team supporting broader course update needs.
- Embedded quality checkpoints and candidate vetting processes to maintain consistency as the team scaled.
- Submitted automation scripts and AI tooling for IT review before beginning any accessibility work in the LMS environment.
- Ran an AI-assisted accessibility pilot across 8 priority courses using automation to audit pages, log violations, and apply code-level remediation in real time.
- Validated automated remediation outputs with manual checks to confirm accuracy and refine the workflow for broader production use.
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