Usability and accessibility - crucial for financial companies

In the financial sector, user experience (UX) and accessibility are not only essential for customer satisfaction and loyalty but also critical for meeting legal and ethical requirements. A well-designed, user-centered, and accessible financial service can significantly impact a company's success and reputation. By integrating usability, accessibility, and user-centered design into their quality strategy, financial applications can not only comply with technical requirements but also meet users' expectations and needs.

It is crucial to test the user experience to ensure that services are intuitive, easy to use, and accessible for all users, including individuals with disabilities. By proactively testing user interfaces and user flows, teams can identify and resolve usability and accessibility issues before they impact the customer experience.

The benefits of high usability

One of the most obvious benefits of high usability is an improved customer experience. When customers can easily navigate an application, understand its features, and achieve their goals without frustration, they are more likely to be satisfied and loyal. In a sector where customer trust is crucial, a user-friendly experience can help build long-term relationships.

When given a choice, users will always prefer services that are easy to navigate and understand, making UX and accessibility key factors. Intuitive interfaces enable users to complete their tasks efficiently. User flows should be logical, free from unnecessary steps or complex functions, and an adapted design will always lead to a better user experience.

Good design reduces the time and effort users need to complete a task. For financial institutions, this can mean faster transactions, easier account management, and improved customer service. The same applies to internal systems, where increased usability simplifies employees' daily tasks, reduces the need for extensive training, and minimizes errors.

Always design with the user in mind. By understanding user needs, behaviors, and goals, you can create solutions that truly meet their requirements. User experience and accessibility adaptation are critical aspects of product development—even in the financial sector—requiring careful planning, execution, and continuous follow-up, as design is never static.

Accessibility

A high level of digital accessibility ensures that all users, regardless of disabilities, can use the service effectively. It is not just about inclusivity but also about complying with laws and regulations. Implementing the Web Content Accessibility Guidelines (WCAG) is a key step in meeting the upcoming European Accessibility Act (EAA)requirements.

Here are some key factors to consider:

• Sufficient color contrast and readable text to ensure that content is visible and legible for all users, including those with visual impairments.
• A system that is fully navigable via keyboard, helping users who cannot use a mouse.
• Websites and applications that work well with screen readers, which is crucial for users with visual impairments.
• Text alternatives (subtitles, transcripts) for all multimedia content, ensuring that users with hearing impairments can access the information.

More about guidelines to support compliance with the new accessibility law can be found here.  

Methods and tools for testing user interfaces and accessibility

Test design before implementation – It may sound trivial, but it is still too often overlooked.

Prototype tools such as Figma, Sketch, and Adobe XD are increasingly used to help development teams understand what needs to be built. However, they are still not fully utilized for usability testing with end users or customers before full-scale development begins. Data-driven design also helps reduce the number of errors, ensuring that any mistakes made carry lower risks.

A/B testing of early designs, observations, and heat maps on implemented functionality are powerful tools to measure how efficiently users navigate systems. Tools like Google Analytics, Hotjar, UsabilityHub, and Lookback provide platforms for conducting these tests effectively.

Accessibility testing tools such as Axe, Wave, and Lighthouse help identify accessibility issues in web applications based on WCAG guidelines. These tools can be integrated into development and testing workflows to ensure accessibility standards are continuously met.

User testing for continuous improvement

Engaging users throughout the design and development process ensures that products not only meet user needs but also exceed expectations. This is particularly important in financial services, where complexity, security, reliability, and trust place unique demands on design and functionality.

Capturing feedback as early as possible facilitates iterative improvements and reduces the cost and time required for changes. All feedback should be evaluated and prioritized based on its impact on user experience and its alignment with the company’s business goals, ensuring resources are allocated effectively.

Encourage continuous feedback from users by establishing clear and accessible communication channels, such as support forums, feedback forms, and social media platforms. For higher engagement, consider offering exclusive benefits to a select group of users.

Leverage data from user testing, analytics, and user feedback to make informed decisions about design and functionality. This approach ensures that changes are data-driven and user-centered.

Sum-up

The EAA and Accessibility Act Take Effect in June 2025 – Are You Ready?

We conduct accessibility analyses that show exactly what you need to improve to comply with legal requirements.

Take a look here if you need help.