What does banking look like from the perspective of people with specific needs? What works and what causes frustration when using a mobile app, website or visiting a bank branch? We embarked on a research expedition and gathered real stories, actual barriers and possible solutions.
Prepared by our experts in collaboration with Deloitte, this report is an attempt to understand how people with disabilities and diverse needs navigate the world of banking and how we can improve their experience.
Below we present selected insights. The full analysis, data and design recommendations are available in the report. Discover what truly barrier-free banking can look like.
Why digital accessibility in banking is no longer optional?
Accessibility is no longer just a regulatory must-have, driven by the European Accessibility Act, it has become a real design challenge. In an era of growing automation and digitalisation, designing with all users in mind, including those with disabilities, is essential to building truly inclusive banking services.
Together with people with disabilities and our in-house experts, we conducted research that revealed persistent barriers in core processes: setting up an account via a mobile app, verifying identity, or navigating a physical branch. It shows that accessibility doesn’t start with technology, but with attentiveness to real experiences.
Designing with accessibility in mind
During our research expedition, we accompanied blind, Deaf and hard of hearing and neurodivergent individuals at every step of the journey to open
a bank account, from choosing a provider and attempting registration via the app, to visiting a local branch. What may feel intuitive for some can be an insurmountable barrier for others.
A selfie that won’t work if someone helps you take it. A voice verification system that doesn’t account for the fact that the user might not hear. A lack of private space to speak to an advisor. These moments clearly show how financial services still lack an empathetic and flexible approach to design. More authentic stories, quotes from the research and practical insights are available in the full version of the report.
Accessibility in banking - a mission possible
New technologies: what’s worth implementing today?
Modern digital solutions hold enormous potential for increasing the accessibility of banking services – provided they are designed with diverse user needs in mind. In our report, we map out innovations that demonstrate how technology can support people with disabilities in carrying out everyday financial tasks.
Some of these tools redefine communication, such as systems that learn
a user’s non-standard speech patterns and allow for smooth interaction with
a voicebot. Others enhance spatial orientation, for instance, tactile-audio mapping technology that helps blind users navigate bank branches independently and with confidence.
Accessibility as a design strategy
‘Accessibility in banking – a mission possible’ is more than just a report, it’s
a comprehensive guide that positions accessibility not as a legal obligation, but as a strategic mindset in service design. We show how to conduct inclusive research with people who face real-life limitations and how to translate their experiences into practical solutions.
Instead of limiting accessibility to a single app view, we encourage designing it as a full-service experience, one that spans digital tools, service procedures and human interaction. The report offers actionable UX recommendations, examples of implementations, and good practices that support inclusive design across every stage of the customer journey, both online and in-branch.
