Cognitive accessibility and plain language

Cognitive accessibility covers memory, attention, reading, problem-solving and processing speed. It includes people with dyslexia, ADHD, autism, learning disabilities, brain injuries and dementia, as well as anyone tired, stressed or using a second language.

Plain language

• Use common words and short sentences.
• Put the most important information first.
• Use active voice: "We will send you a letter" rather than "A letter will be sent".
• Explain or avoid jargon and acronyms.
• Use headings, lists and white space to break up text.

Reduce cognitive load

• One thing per page for complex tasks.
• Show progress in multi-step processes.
• Do not rely on memory: show information people need on the page where they need it.
• Keep navigation and layouts consistent (WCAG 3.2.3, 3.2.4) and help in a consistent place (3.2.6).
• Avoid distracting animation and auto-playing content.
• Allow people to save progress and return later.

Reduce anxiety

Explain what will happen, how long it will take and what people need before they start. Make it easy to undo and to get help from a person.

Cognitive disabilities are among the most common, yet they are often overlooked because they are less visible. Plain language and low cognitive load help everyone, especially in stressful situations such as illness, money problems or legal processes. Research consistently shows that even highly educated experts prefer plain language.

An energy supplier's letter about a price change reads: "Pursuant to the revision of tariff structures, your unit rate will be subject to adjustment effective from the commencement of the next billing period."

The rewrite says: "Your prices are changing on 1 April. You'll pay 28p per unit instead of 25p. This means your bill will go up by about £6 a month. You don't need to do anything. If you want to switch tariff, call us or go online." Calls asking what the letter means drop significantly.