Blind and Visually Impaired Community
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Online Banking - Web Accessibility (self.Blind)
submitted by extrablankets
Hi! Question for anyone who has a visual impairment or physical disability of any degree... do you take care of your own banking needs and do you use your bank's online banking services and website? Please elaborate on your experiences if you would like.
I am putting together information that can be used to present to banks regarding the accessibility of their digital and online services.
Thanks for your help! I look forward to the discussion.
I am putting together information that can be used to present to banks regarding the accessibility of their digital and online services.
Thanks for your help! I look forward to the discussion.
AllHarlowsEve 2 points 5y ago
I use Bank of America and they're very accessible. The only time I've had an issue was setting up online banking there, but that was only because the keyboard I used was worn down, so typing my password in was hard.
But, they carry earbuds for the ATM's in each basket, the ATM's are all marked well tactile-ly, and I can solve pretty much anything from my phone or computer.
They also are heavily focused on accessibility.
But, they carry earbuds for the ATM's in each basket, the ATM's are all marked well tactile-ly, and I can solve pretty much anything from my phone or computer.
They also are heavily focused on accessibility.
extrablankets [OP] 1 points 5y ago
That's awesome that they put that much thought into accessibility. It really speaks a lot about the people behind the company.
modulus 2 points 5y ago
HSBC from UK is good. They have a two factor auth system which uses a specific device to generate a code. This device is available in a talking form for blind people at no cost. I can use their web perfectly fine, and there is a security protocol to phone them which is also accessible and doesn't require me to check previous transactions, without losing security. They also send me statements in braille.
The experience with Spanish banks, however, is very bad. The ones that use two factor tend to use a coordinate booklet which you must look at and which is inaccessible. Then there are some which just require entering codes but they often use on-screen keyboards with the keys out of order in order to avoid keyloggers, I guess, and they make it impossible to activate those buttons with the screen reader.
The experience with Spanish banks, however, is very bad. The ones that use two factor tend to use a coordinate booklet which you must look at and which is inaccessible. Then there are some which just require entering codes but they often use on-screen keyboards with the keys out of order in order to avoid keyloggers, I guess, and they make it impossible to activate those buttons with the screen reader.
extrablankets [OP] 1 points 5y ago
Yeah, that sounds like a total disregard for accessibility. The two factor auth sounds really nice. Thanks for sharing!
In regards to online services in general, are there any that you use that aren’t as accessible as you’d like?
In regards to online services in general, are there any that you use that aren’t as accessible as you’d like?
Ramildo 2 points 5y ago
My bank's app used to be accessible by accident despite some issues, but a recent update made it almost completely inaccessible by changing buttons from text to icons and not including screen-reader descriptions. My bank's website has a number of annoying issues and I can't use it on Windows with either NVDA or Narrator because the site requires me to literally click on an element in order to make a transaction, so the only way I can do home banking is by using an old Mac, because VoiceOver can simulate mouse clicks.
extrablankets [OP] 1 points 5y ago
That is very unfortunate and very irresponsible on their part. Would you mind sharing the name of the bank or give me their site? I will contact them.
Ramildo 2 points 5y ago
The name is $1; it's a Portuguese bank. Don't bother contacting them, they aren't likely to do anything.
extrablankets [OP] 1 points 5y ago
Well, dang.
fastfinge 2 points 5y ago
Yup! I do my banking myself using my online banking app, either on the phone, or on the web. It's accessible either way. I also set up automatic payment of most bills, so I don't have to worry so much about reading my mail. And my bank emails me when I have a credit card payment due, so I don't forget about that either.
extrablankets [OP] 1 points 5y ago
Hi! Thank you for the input. It's good to hear that your bank has good accessibility practices. Is there anything at all that you would change or improve?
fastfinge 2 points 5y ago
The only issue I ever have is when I call them with a problem. They often want details from my last statement for security reasons, before they'll help with anything. Of course, I don't have a paper statement. I could look it up on the phone or computer, but it's difficult to look up the exact amount of a transaction from some particular date, while on the phone with an agent. It's especially fun if I'm calling because I'm having problems with online banking; then I can't get my statement at all! This is just a silly and worthless "security" procedure. If someone has stolen my identity, they probably already have access to my banking records anyway, so asking for details about my last statement won't prevent anything. I already have 10 different security questions, a password, and a pin number. And I'm calling the bank from my registered phone number. How much security do we need? By the time I take 3 minutes to look up my last statement, assuming the agent has the patients to wait and doesn't just hang up and tell me I need to have the details for all previous transactions on hand when I call, and give my security answers and contact info and date of birth and other security info, we've spent 10 minutes on security alone! It then generally takes only one or two minutes to solve my actual problem!
These days, if I need something, I don't bother calling the bank anymore. I just visit a branch in person. The bank teller swipes my card, I enter my pin, and we're done with security for the entire visit. If the teller needs to hand me over to a manager, we don't have to redo the entire security procedure again, like we would if I was transferred to a different person on the phone!
These days, if I need something, I don't bother calling the bank anymore. I just visit a branch in person. The bank teller swipes my card, I enter my pin, and we're done with security for the entire visit. If the teller needs to hand me over to a manager, we don't have to redo the entire security procedure again, like we would if I was transferred to a different person on the phone!
extrablankets [OP] 2 points 5y ago
That is a good point. Their customer service doesn't lend very well to the accessible user's experience. The security protocol definitely seems very annoying. You're right too... the bank statement is actually the least secure of any of the security measures they have in place, like a PIN number.
bradley22 1 points 5y ago
I use the Barclays app here in the UK. It's completely accessible. I am able to make payments, view my statements, and move money from one account to another. I can call or message if I have a problem. The messaging feature could do with a bit of work, at the moment it doesn't tell you who is typing and I believe there's a problem with the apostrafy key, where, even if you press the apostrafy key, it isn't entered into the text box but apart from that, everything works fine.
extrablankets [OP] 1 points 5y ago
Hey! Good to hear from you. That's good to know. It sounds like they are doing things right. :)
vwlsmssng 2 points 5y ago
Barclays in the UK are very good at accessibility for VI people.
All users can log-on using a hand-held device called a PIN-Sentry, a small device with a keyboard, single line alphanumeric display and a slot for you chip+PIN bank card. For VI users they have a special version of this that is bigger, tactile and talks.
https://www.barclays.co.uk/ways-to-bank/online-banking/pinsentry-audio-accessible-card-reader/
Barclays can also supply personalised debit cards in a choice of colours with a big arrow pointing the end with the chip and an indent on the opposite end from the chip. In addition they can provide large print cheque books or templates to help you find where to write on standard size cheques.
They used to also offer a gauge for identifying bank notes but that is obsolete now that UK bank notes have tactile identification.
More information about what they do here:
https://www.barclays.co.uk/accessibility/sight/
All users can log-on using a hand-held device called a PIN-Sentry, a small device with a keyboard, single line alphanumeric display and a slot for you chip+PIN bank card. For VI users they have a special version of this that is bigger, tactile and talks.
https://www.barclays.co.uk/ways-to-bank/online-banking/pinsentry-audio-accessible-card-reader/
Barclays can also supply personalised debit cards in a choice of colours with a big arrow pointing the end with the chip and an indent on the opposite end from the chip. In addition they can provide large print cheque books or templates to help you find where to write on standard size cheques.
They used to also offer a gauge for identifying bank notes but that is obsolete now that UK bank notes have tactile identification.
More information about what they do here:
https://www.barclays.co.uk/accessibility/sight/
extrablankets [OP] 1 points 5y ago
Wow! This is quite an effort on their part. I'm very impressed. Thank you for the information!
bradley22 2 points 5y ago
security annoys me sometimes when I come across it but apart from that, yeah, they're doing very well.
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