Adapting the online banking platform to WCAG 2.1 standards – how we achieved 86% digital accessibility

Adapting an internet banking platform to WCAG 2.1 requirements is, on the one hand, an obligation resulting from legal regulations. On the other hand, it is a key strategic element. Modern financial institutions serve millions of customers, some of whom have limitations in using digital technologies. That’s precisely why one of the largest banking institutions in Poland decided to conduct an audit and optimize its online platform in terms of accessibility. The effect was an increase in digital accessibility to 86%, which significantly distinguished the bank from the competition.

Problem Diagnosis – Main challenges

The online banking platform, which included an extensive digital infrastructure, contained numerous dedicated components, such as financial calculators, dynamic tables, navigation systems, and interactive modules.

The analysis showed that the biggest barriers for users were:

 The lack of a consistent heading structure, which made navigation difficult for users relying on screen readers,

 Insufficient contrast in some elements, which affected content readability for users with visual impairments,

 Limited keyboard navigation capabilities, which excluded some users,

 Accessibility issues with interactive components, such as buttons, forms, and carousels, which were not fully compliant with accessibility standards.

The lack of a cohesive accessibility architecture made the online banking platform difficult to use and put the bank at risk of falling short of legal requirements and customer expectations. A comprehensive approach was needed to eliminate barriers and ensure long-term compliance with WCAG 2.1, while improving the overall user experience.

Implementation Strategy – The Path to Digital Accessibility

To effectively align the online banking platform with WCAG 2.1 requirements, we implemented a detailed action plan divided into nine three-week sprints using the Agile methodology.

Key phases of the project include:

1. A detailed analysis of the accessibility audit was conducted by independent experts and a foundation specializing in digital accessibility.
2. Optimization of the HTML structure, improving code semantics by clearly defining headings, sections, and interactive elements.
3. Keyboard navigation improvements enabled full access to the platform without the need to use a mouse.
4. Improvement of contrast and adjustment of colors following the requirements of WCAG 2.1 AA.
5. Testing with users who face various digital accessibility challenges, followed by iterative adjustments based on their needs.

Thanks to this systematic approach and continuous user testing, we successfully removed major barriers that had limited access to the platform. The implemented changes improved compliance with WCAG 2.1, simplified navigation, and enhanced the overall experience for all users, regardless of their individual needs.

Tangible Results – Boost in Digital Accessibility

To evaluate the effectiveness of the changes, we conducted another accessibility audit. The results confirmed that the improvements delivered real benefits:

 The “Individual Client” section reached 86% accessibility,

 The “Currency Exchange” module scored 86.6%,

 The “Accounts” page met WCAG 2.1 standards at 84%.

For comparison, according to Kinaole’s 2022 report, digital accessibility across Poland’s largest banks ranged from just 25% to 56%. The changes we implemented allowed the bank to significantly outperform the market in this area.

New Standards for Digital Accessibility – What Your Bank Should Do

The European Accessibility Act (Directive 2019/882) will take effect in June 2025, requiring banks to align their websites and applications with WCAG 2.1 AA standards. Implementing these changes will help avoid the risk of financial penalties, but above all, it will provide a better experience for all users, including those with limitations in using digital technologies.

What steps should you take to prepare for the upcoming regulations?

Technical Actions – What Your Bank Can Implement Right Now

To achieve full compliance with WCAG 2.1, banks should focus on several key technical areas:

• Keyboard navigation accessibility – Users must be able to navigate the site without a mouse, and interactive elements must have a clearly visible focus state.
• HTML structure and code semantics – Replace non-semantic HTML elements (like <div> and <span>) with proper tags such as <form>, <table>, and <article> to improve compatibility with assistive technologies.
• Screen reader support – It’s essential to implement ARIA attributes, language attributes (“lang”), and correctly use tags like <abbr> to help blind and visually impaired users understand and interact with content.
• Contrast and typography – Text must be easy to read, with contrast ratios meeting WCAG guidelines (at least 4.5:1 for regular text and 3:1 for interactive elements).
• Interface consistency – Navigation elements and global features should appear in the same locations across all pages to support intuitive use.
• Adaptability to various devices – The site must be fully responsive, maintaining structure and usability across mobile devices and screen readers.

Operational actions – What will help you maintain accessibility

Adapting websites to WCAG 2.1 is an ongoing process, so it is worth taking care of:

• Regular accessibility audits – Test your platform using tools like NVDA (for Windows) or built-in screen readers on iOS and Android.
• Training for IT and UX teams – Designers and developers should know accessibility best practices and apply them when designing and implementing new features.
• Testing with users who face digital accessibility challenges – Work directly with users who are blind, have low vision, or have limited mobility to ensure the platform is truly usable.
• Clear forms and error messaging – Users should receive clear instructions and feedback, including visible hints and error indicators for incorrectly filled fields.

These are just the basic requirements financial institutions must meet to comply with regulations. But to truly improve service accessibility and meet the needs of all customers, a long-term strategy is essential, including conducting in-depth audits, advanced solution deployment, and ongoing monitoring and optimization.

Is Your Platform WCAG 2.1 Compliant?

Preparing your bank’s online platform to meet the new regulations requires both technical and organizational efforts. To help you in this process, we’ve created a detailed checklist covering all key aspects of digital accessibility. Download it now and see if your platform is ready for the new standards: