Digital Banking Accessibility: Breaking Down Barriers in Financial Services

In today's digital age, accessing financial services should be as simple as tapping a screen or clicking a mouse. Yet for millions of people with disabilities, managing money remains challenging. The World Health Organisation reports that over 1 billion people worldwide experience significant disability, and with an aging global population that's expected to reach 2.1 billion people aged 60+ by 2050, the need for accessible financial services continues to rise.

In this article, we'll explore how web accessibility impacts digital banking, what accessible banking means, and some best practices to adopt to ensure an inclusive platform for all your users.

Why does accessibility matter in digital banking?

A common question that may arise is: What does accessible banking mean? Accessible banking means designing financial services that can be used by everyone, regardless of their abilities. This includes making websites, apps, ATMs, and documents usable by people with visual, hearing, motor, or cognitive disabilities.

Digital banking accessibility has evolved from a compliance requirement to a business imperative. According to Fable’s research, only 48% of users are satisfied with their digital banking services' accessibility features, highlighting a significant market gap. With an aging global population expected to reach 2.1 billion people aged 60+ by 2050, the demand for accessible financial services continues to grow.

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User perspectives and needs

Understanding user needs is important for developing effective accessibility solutions. Which raises a question: How can we make digital financial services accessible? Different disabilities require specific considerations:

1. Visual impairments

• Screen reader compatibility is essential
• High contrast options for partially sighted users
• Clear, consistent layout and navigation
• Alternative text for all visual elements
• Adjustable text sizes without breaking layouts

2. Hearing impairments

• Visual alternatives for audio alerts
• Text-based customer support options
• Captioning for video content
• Visual confirmation of transactions
• Clear written instructions

3. Motor disabilities

• Full keyboard navigation support
• Extended timeout periods
• Easy-to-click targets
• Minimal required user input
• Alternative input methods

4. Cognitive disabilities

• Clear, simple language
• Step-by-step instructions
• Consistent navigation patterns
• Error prevention mechanisms
• Memory-friendly processes

5. Temporary or situational disabilities

• Injury-based needs (one-handed operation, voice alternatives)
• Environmental challenges (bright light, noisy spaces)
• Fatigue and stress considerations (extended timeouts, clear recovery paths)
• Device and connectivity issues (offline access, text alternatives)
• Time-pressured scenarios (simplified authentication, quick navigation)

These perspectives remind us that accessibility isn't about implementing a single solution but rather creating flexible systems that adapt to diverse user needs.

Regulations and requirements

Financial institutions today operate in a complex regulatory landscape where web accessibility requirements vary significantly by region. Understanding and implementing these standards is important for any organization providing digital financial services globally.

The United States

In the United States, the Americans with Disabilities Act (ADA) forms the cornerstone of digital accessibility requirements for financial services. Title III of the ADA requires banks to make their digital services accessible to people with disabilities. In recent years, numerous high-profile lawsuits have been filed against banks over inaccessible websites and mobile apps, leading to settlements that typically require compliance with WCAG 2.1 Level AA standards.

The Department of Justice has increasingly emphasized digital accessibility enforcement, making it clear that online banking services must be as accessible as physical branches, with new guidelines requiring WCAG 2.1 Level AA compliance for digital services by April 2026.

The European Union 

The European Union has established one of the most comprehensive accessibility frameworks globally through the European Accessibility Act (EAA). With an implementation deadline of June 2025, the EAA specifically addresses banking services and provides detailed requirements for digital accessibility. This legislation works alongside the EU Web Accessibility Directive, creating a robust framework for ensuring financial services are accessible to all Europeans.

Under these regulations, financial institutions must ensure their ATMs, websites, and mobile applications meet specific technical standards outlined in EN 301 549. This includes making all digital banking services compatible with assistive technologies and providing accessible electronic documents and statements.

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The United Kingdom 

The UK maintains its own strict accessibility requirements through the Equality Act 2010 and specific Financial Conduct Authority (FCA) guidelines. These regulations emphasize digital inclusion and require financial institutions to regularly audit their services for accessibility compliance. The requirements extend beyond basic web accessibility to include mobile banking apps, electronic statements, and customer communication channels.

Future outlook

You may ask yourself: What's next for accessibility legislation? Well, the regulatory landscape for digital accessibility continues to evolve, with WCAG 3.0 under development and increasing focus on emerging technologies like voice banking and AI-powered services. Financial institutions must stay ahead of these changes by maintaining flexible accessibility frameworks and participating in standards development.

Moreover, the growing emphasis on mobile banking and digital-first services means that accessibility considerations must be built into product development from the start, rather than added as an afterthought. This proactive approach not only ensures compliance with current regulations but also prepares institutions for future requirements and technological advances.

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Financial apps: How accessible are they really?

According to WebAIM's report, mobile apps are becoming the preferred choice for everyday banking tasks - while only 46% of users preferred mobile apps in 2017, this number has grown to 51.8% in 2021 and now stands at 58% in 2024.

Banking apps help us easily access and manage our money, but for many users, especially those with disabilities, these digital services aren't as accessible as they should be. Recent testing has uncovered a concerning trend: many security features are creating barriers rather than just protecting users.

Password problems

Many banks disable copy-paste functions and block password managers to increase security. Sounds reasonable, right?

But here's the reality:

• Voice dictation users might have to speak their passwords out loud in public
• People using assistive technology could spend five minutes typing a complex password
• Those relying on password managers are forced to remember and type lengthy security codes

The two-factor authentication challenge

Those quick verification codes you get by text message? They often expire in just 20 seconds. That's challenging for everyone, but especially for:

• Users who need extra time to process information
• People who have to switch between devices
• Those using screen readers or specialized technologies

The biometric alternative

Banks are trying to solve these problems with fingerprint scanning and facial recognition. While these seem like modern solutions, they come with their own challenges:

• Fingerprint sensors might not work for users with tremors
• Facial recognition can be unreliable for some users
• Not everyone has access to devices with these capabilities

The real solution

The answer isn't finding one perfect security method. Instead, banks need to:

• Offer multiple authentication options
• Let users choose what works best for them
• Ensure each method is thoroughly tested for accessibility
• Provide clear instructions for all authentication methods

Technical challenges in digital banking

Beyond security features, digital banking faces several accessibility challenges that affect users with disabilities. Let's explore these 6 challenges and solutions.

1. Navigation complexity

Many banking platforms struggle with basic navigation. Complex menu structures and poorly labeled buttons can confuse screen readers, making simple tasks like checking balances difficult.

2. Device inconsistency

Banking interfaces often change dramatically across devices, forcing users to learn multiple navigation patterns. What works on a desktop might be completely different on mobile, creating unnecessary confusion. This inconsistency particularly affects users who rely on screen readers or keyboard navigation.

3. Document accessibility barriers

Bank statements often come as PDFs that aren't optimized for screen readers, while transaction histories use complex tables that can be impossible to navigate with assistive technology. Charts and graphs frequently lack alternative text descriptions, leaving vital financial information inaccessible to visually impaired users.

4. Language and cognitive load

Banking interfaces often use complex financial terminology without clear explanations. For users with cognitive disabilities, this jargon combines with cluttered interfaces to create overwhelming experiences. Error messages can be cryptic, making it difficult to understand and correct mistakes.

5. Media accessibility gaps

Video tutorials and promotional content often lack proper captioning or audio descriptions. Interactive elements like chatbots may not work with screen readers, while important notifications might rely solely on visual or audio cues, excluding users with various disabilities.

6. Form and input challenges

Input fields often lack clear labels or instructions, while error messages may not be properly announced by screen readers. Common issues include required fields that aren't clearly marked and date pickers that don't support keyboard navigation. Even basic features like autocomplete can conflict with assistive technologies, making form completion a frustrating experience.

Solutions for financial institutions

To address these challenges, banks should:

• Conduct regular accessibility audits
• Design interfaces that work across all devices
• Ensure all documents are screen-reader-friendly
• Provide multiple ways to access important information
• Train staff in accessibility best practices
• Stay current with accessibility technologies and standards

Key takeaways

• Over 1 billion people worldwide experience significant disability, making accessible banking crucial.
• 65% of users would switch banks for better accessibility features.
• Digital banking accessibility challenges include security measures, document readability, and navigation.
• Financial institutions can increase market share through inclusive design.
• Implementing accessibility features can lead to a better user experience for all customers.

The bottom line

The digital transformation of financial services has opened new opportunities for managing money, but our analysis reveals gaps between technological advancement and accessibility. With over 1 billion people worldwide experiencing significant disabilities, ensuring digital financial services are accessible isn't optional - it's essential.

The numbers paint the picture - 65% of users would switch financial providers for better accessibility features, yet only 48% are satisfied with their current digital banking accessibility features. This presents both a challenge and an opportunity for financial institutions to improve their services. With the EAA coming into force in June 2025 and stricter ADA enforcement expected to follow in 2026, financial institutions must act now to meet both user needs and regulatory requirements.

After all, financial independence shouldn't depend on ability - it's a fundamental right that technology should enhance.

Is your banking app accessible to all users? Contact us and learn more about our accessibility testing services and provide your users with fully inclusive digital solutions—no matter their ability.