Accessible Online Banking

The shift towards online banking, while beneficial for businesses, has often overlooked the needs of people with disabilities. Many banking websites and apps lack compatibility with assistive technologies, creating barriers for a significant portion of the population.

Banks need to understand the accessibility gaps in their online banking experiences so improvements can be made to help people with disabilities access services and products. 

In this paper we examine the increasing importance of accessible online banking, particularly with the European Accessibility Act (EAA) coming into effect in June 2025, driving businesses to deliver on the promise of accessible digital experiences for all. Read more about:

• The importance of accessible online banking for people with disabilities
  A significant portion of the population lives with disabilities, representing a considerable consumer base that often chooses businesses based on accessibility.
   
• The risks associated with non-compliance 
  Non-compliance not only presents legal and financial risks for banks but also damages brand reputation and customer loyalty.
   
• Common accessibility issues with online banking for users with disabilities 
  These include navigation problems, lack of colour contrast, and incomprehensible financial language.
   
• Key recommendations for banks to improve the accessibility of their digital platforms 
  Including engaging people with disabilities in development, prioritising essential content, training developers in accessible coding, and embracing new accessible technologies.

How can Ipsos help?

Our UX team at Ipsos has the experience and expertise you need to tackle this challenge. We’ve conducted interviews with hundreds of users of assistive technology to learn about the challenges they experience online. Our expertise goes beyond basic compliance checks to deliver real-world insights and create genuinely inclusive digital experiences, ensuring your business is not only compliant but also truly serves everyone.

Download the Paper