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Few actions are as routine as paying with a card, checking an account on a mobile phone, or withdrawing cash from an ATM. Yet for millions of people across Europe, these simple tasks can become obstacles if banking services are not designed with accessibility in mind.
Article Index
- What Is Accessibility in Banking?
- The European Regulatory Framework.
- Key Benefits of Designing Inclusive Financial Services
- Keys to Building Inclusive Financial Services: Technology and Best Practices.
The reality is clear: over 100 million European citizens — one in four adults — live with some form of disability. On top of that, the population is aging, with many affected by physical, sensory, or cognitive limitations, as well as the digital divide. The result? A significant portion of society is at risk of being excluded from the financial system unless urgent and responsible action is taken.
The good news is that change is already underway. With the European Accessibility Act set to take effect in 2025, all financial products and services will be required to be accessible to all users — with no exceptions.
This transformation is not only about compliance — it opens the door to a more inclusive, efficient, and responsive banking system that reflects the diversity of its customers.
In this article, we explore what accessibility in the financial sector means from a regulatory and technological standpoint, and how it can become a strategic advantage for institutions leading this essential shift.
What Is Accessibility in Banking?
Accessibility in banking refers to the ability of all users—regardless of their physical, sensory, or cognitive abilities—to interact with financial products and services independently, safely, and efficiently.
It goes far beyond removing architectural barriers in physical branches: it involves ensuring equal access to digital channels, mobile platforms, ATMs, and customer service—whether in person or remote.
This includes key aspects such as:
- Accessible digital interfaces: Websites and mobile apps designed according to WCAG 2.1 (Level AA) standards, enabling use with screen readers, keyboard navigation, text enlargement, or voice commands.
- Alternative formats of information: Contracts, terms, and communications made available in braille, easy-to-read formats, audio, or sign language.
- Inclusive multichannel customer service: Staff trained to interact empathetically and effectively with people who have different sensory or communication needs.
- Accessible physical devices: ATMs, point-of-sale terminals, and other equipment adapted for users with reduced mobility or low vision.
For example, some banks have created digital accessibility centers of excellence, implemented accessible design systems from the ground up, adapted ATM interfaces for people with low vision, or improved ATM accessibility through the implementation of high-contrast interfaces.
Ultimately, accessibility in banking aims to eliminate all forms of exclusion and to build a universal, fair, and inclusive financial system that reflects the real diversity of its users. That’s why it has become one of the most important trends shaping the future of the banking sector.
The European Regulatory Framework
Accessibility in banking has shifted from being an ethical recommendation or a strategic best practice to becoming a legal requirement across the European Union.
This change is driven by Directive (EU) 2019/882, better known as the European Accessibility Act (EAA), which aims to harmonize accessibility standards for products and services across all member states.
What Does the Directive Establish?
This legislation requires that certain goods and services — including financial services — be accessible to all people, including those with disabilities.
The objective is clear: ensure inclusion, remove physical and digital barriers, and guarantee equal opportunities in access to essential services such as bank accounts, payment terminals, or investment platforms.
Key Dates
- May 2023: Spain approves Law 11/2023, transposing the European directive into national law.
- March 2023: Royal Decree 193/2023 is published, regulating basic accessibility and non-discrimination conditions for access to goods and services.
- June 28, 2025: All products and services covered by the directive must be accessible.
- 2030: End of the transitional period for full adaptation.
Applicable Standards and Guidelines
- UNE-EN 301 549: This is the European reference standard for digital accessibility and has been officially adopted in Spain as a UNE standard, becoming mandatory for sectors affected by the Directive.
It defines the functional requirements that ICT (Information and Communication Technology) products and services must meet to be accessible to people with disabilities. It includes criteria for: software (e.g., banking apps and websites), hardware (ATMs, POS terminals), digital documentation and electronic services (e-commerce, digital customer support, etc.).
- WCAG 2.1 (Level AA): Developed by the World Wide Web Consortium (W3C), these are the most widely recognized global guidelines for making web content and mobile apps accessible.
They are based on four fundamental principles: content must be perceivable, operable, understandable, and robust.
Who Is Affected?
The regulation applies to a wide range of financial sector entities, including:
- Traditional and digital banking institutions.
- Credit and mortgage lenders.
- Payment and electronic money institutions.
- Insurance companies.
- Investment and pension fund managers.
- Fintech companies and neobanks providing public-facing services.
Key Benefits of Designing Inclusive Financial Services
Implementing accessibility standards in financial services represents a strategic opportunity with clear, measurable benefits for banking institutions.
Investing in accessibility means committing to a more inclusive, efficient, and resilient financial system—one capable of meeting the real needs of a diverse society and anticipating future challenges in the banking industry.
Improved User Experience (UX)
An accessible design is, by definition, a design that is clearer, more intuitive, and easier to use for everyone.
Complying with accessibility guidelines (such as WCAG 2.1) often results in cleaner interfaces, smoother navigation, and more understandable content, all of which increase customer satisfaction, reduce errors, and minimize frustration.
Regulatory Compliance and Risk Reduction
Adapting to current regulations—like the European Accessibility Act—helps avoid potential legal penalties, reduces the risk of discrimination lawsuits, and enhances the institution's reputation.
What’s more, proactively embracing regulatory change positions banks as responsible leaders in compliance and governance.
Customer Loyalty and Trust
Consumers increasingly value brands that demonstrate a commitment to inclusion and social responsibility.
A financial institution that ensures equal access to all services strengthens customer trust and builds long-term relationships—especially with groups that have historically been overlooked or underserved.
Competitive Advantage and Market Growth
Accessible solutions open the door to population segments that have often been neglected, such as older adults and people with disabilities.
By adopting inclusive design principles, financial institutions can attract new customers, stand out in the market, and improve their competitive positioning. For instance, the launch of accessible mobile banking apps or inclusive virtual assistants has helped many institutions strengthen loyalty among senior customers and people with disabilities.
Real Impact Across a Large Portion of the Population
Contrary to common belief, accessibility is not about serving a small minority. In 2024, more than 27% of the European population aged 16 and older—around 101 million people—lived with some form of disability.
Over half of this group was aged 65 or older, facing additional challenges such as vision loss, limited mobility, or difficulty navigating digital environments. This population also includes:
● People with visual, auditory, motor, or cognitive disabilities.
● Older adults with age-related limitations.
● Users with low levels of digital literacy.
● Individuals experiencing temporary impairments (such as a broken arm, noisy environments, or limited hand use).
Keys to Building Inclusive Financial Services: Technology and Best Practices
Adopting an inclusive approach in the financial sector means integrating accessibility into every phase of product and service development — from planning to daily operations. To achieve this, institutions need to combine innovative technology with best practices in design, training, and continuous improvement. Here are the key areas:
Accessibility by Design Approach
Accessibility needs to be present from the very beginning of any digital project. This proactive mindset involves:
- Defining accessibility requirements during the planning phase.
- Designing experiences centered on users with varying abilities.
- Developing interfaces based on standards such as WCAG 2.1 and UNE-EN 301 549.
- Properly documenting code and conducting accessibility testing early in the process. A good practice here is to include accessible design patterns in internal component libraries, ensuring that every new project inherits accessibility from the start.
Ongoing Audits, Diagnosis, and Continuous Improvement
To ensure solutions are truly inclusive, a constant review system is essential:
- Technical audits (functional and code-based) using tools like Lighthouse, Axe, or WAVE.
- Manual testing with assistive technologies (screen readers, keyboard navigation).
- Periodic audit plans and regulatory compliance tracking systems.
Cross-Functional Team Training
Technology alone isn't enough — teams must be prepared. It’s essential to train:
- Developers in semantic HTML, WAI-ARIA, and accessible coding practices.
- UX/UI designers in inclusive design and cognitive readability.
- Customer service and product teams in empathetic, multichannel, and inclusive communication.
Accessible Artificial Intelligence
AI in banking offers groundbreaking solutions to expand access to financial services:
- Adaptive interfaces that adjust visual and structural content to user profiles.
- Inclusive virtual assistants with voice recognition and natural language interaction.
- Automatic transcription and text-to-speech conversion, useful for users with hearing or visual impairments.
- AI-simplified content to help users understand contracts and complex financial products.
Long-Term Accessibility Culture and Maintenance
Accessibility is not a one-off project — it’s a long-term strategy. Institutions must:
- Integrate accessibility throughout the full product life cycle.
- Document processes, standards, and lessons learned.
- Set up systems for ongoing maintenance, updates, and improvements.
- Promote accessibility as a core organizational value — beyond legal compliance.
As we’ve seen, accessibility is not just a value-added feature — it is a legal obligation that also represents an urgent need and a shared responsibility.
Making financial services clear, usable, and secure for everyone — regardless of their abilities — not only ensures legal compliance, but also drives a more human, profitable, and sustainable banking model.
At VASS, we work side by side with financial institutions to make this transformation a reality. We conduct accessibility audits, redesign digital interfaces, develop accessible components, and train teams in best practices.
We also implement smart solutions that ensure compliance while enhancing the experience for all users — through a comprehensive, results-driven approach.
Inclusion isn’t the future — it’s the present. Are you ready to lead the change?
FAQ: Accessibility in Banking
What does accessibility in the financial sector mean?
Accessibility in banking refers to designing financial services so that everyone, including people with disabilities, can use them independently, safely, and efficiently.
Why is it essential to offer inclusive financial services?
Because it ensures financial inclusion, improves customer experience, reduces legal risks, and helps institutions comply with the European Accessibility Act (EAA).
What is the European Accessibility Act and how does it affect banks?
The EAA is a directive that requires all financial products and services in the EU to be accessible by 2025. Banks must adapt digital platforms, ATMs, and customer service channels to comply with this regulation.
What benefits does accessibility in banking bring to financial institutions?
It increases customer trust, ensures regulatory compliance, provides a competitive advantage, and opens access to underserved segments such as seniors and people with disabilities.
What role does artificial intelligence play in banking accessibility?
AI enables inclusive solutions such as adaptive interfaces, accessible virtual assistants, voice recognition, text-to-speech conversion, and simplified content to support better understanding.
What standards and technologies support accessibility in banking?
The most relevant are WCAG 2.1 (Level AA) for digital interfaces and UNE-EN 301 549 for ICT products and services. Tools like Lighthouse, Axe, and WAVE help evaluate accessibility.
What types of institutions need to adapt?
The regulation applies to banks, fintechs, insurance companies, investment managers, and any institution providing financial services to the public in the European Union.
How can banks build an inclusive accessibility strategy?
By adopting an “Accessibility by Design” approach, training cross-functional teams, conducting regular audits, applying accessible AI, and fostering a long-term culture of accessibility.
