Banking Accessibility: Accessibility as the key to digital financial services

In the digital context, accessibility means designing online services that everyone can use without assistance. Banking accessibility addresses this requirement specifically in the financial sector: online banking should be understandable and easy for everyone. With the entry into force of new legal frameworks, online accessibility is now mandatory and shapes the design of digital services.
In Germany, around 13 million people benefit from accessible services—a figure that impressively illustrates the social leverage of accessibility. We highlight the requirements across Europe and Germany and the existing obstacles for users. We also look at the opportunities that accessibility opens up for banks and why best practices such as photo payments are already proving to be successful solutions.

The most important facts about digital accessibility in brief

 

• Legal obligation: The BFSG (Barrier-Free Accessibility Act) will make accessibility mandatory for new digital products starting from the end of June 2025. It also sets clear deadlines for adapting existing services.
• Digital barriers: Small font sizes, confusing menus, and complex operating steps make it difficult for many people to use banking apps comfortably. This often leads to uncertainty and interruptions in the process.
• Straightforward operation: Accessibility ensures understandable user guidance, reduces uncertainty for people with disabilities, and strengthens their independence when using the app.
• Economic advantage: Accessibility lowers support costs, reduces bounce rates, and strengthens trust in digital services. This increases the acceptance and use of banking apps among existing and new customer groups.
• Practical example: Photo payment shows how accessible features simplify processes, increase security, and build trust. At the same time, it serves as a model for inclusive online banking.

 

BFSG: The legal framework for digital inclusion

On June 28, 2025, the Barrier-Free Accessibility Act (BFSG) came into force in Germany. It implements the European Accessibility Act for uniform European-wide requirements for digital accessibility at the national level. The BFSG applies to all digital services for the general public that play a central role in everyday life—from online shops and financial apps to ticket machines. The aim is to give everyone equal access to the digital world.
This means a fundamental change for banking: digital services must no longer just be user-friendly. They must also be designed so that all users can use them without barriers. This makes digital accessibility a mandatory part of developing banking apps, web portals, and user-oriented online services for financial service providers.

Deadlines and pressure to act for banks

With the BFSG coming into force, new digital products must now be designed to be accessible, while existing offerings have a transition period until 2030. Early action is crucial, especially for banks. Complex system landscapes require lead time that cannot be made up for shortly before the deadline. In addition, customers increasingly expect accessibility in banking and compare offers directly. Those who react too late risk competitive disadvantages.

Barriers in online banking: Typical hurdles from the user’s perspective

At first glance, many banking apps appear modern. However, when it comes to accessibility, online banking often proves to be equally accessible to all. This can make everyday tasks such as transferring money or checking account movements seem unnecessarily complicated. The most common hurdles include:

• Confusing menus: Important functions are difficult to find, leading to long searches or interruptions in use.
• Small font sizes make text and numbers difficult to read, making it difficult to navigate the app safely.
• Lack of screen reader support: Content is not read aloud reliably, excluding some potential users.
• Awkward input elements: If buttons or fields are too small, the risk of incorrect entries and accidental clicks increases—a common source of frustration.
• Complex operating steps: To complete simple tasks, multiple clicks or swipe gestures are required, which can be off-putting.

These barriers make independent use difficult and cause uncertainty: “Could I do something wrong? Will the transfer really go through?” The loss of independence is severe. Those who cannot carry out banking transactions without help may feel that this restricts their independence.

Accessibility for banking apps: solutions for greater independence

A barrier-free user experience is evident in everyday life: content is clearly structured and easy to read, and contrasts can be adjusted. In addition, read-aloud functions such as screen readers provide reliable support in capturing information – an advantage for people with impaired vision. Users with motor impairments benefit from simplified input steps. Whether voice control, flexible touch options, or an external keyboard, they increase accessibility for everyone.
Older customer groups who want to use banking securely and conveniently in the long term also enjoy the benefits of such simplifications. Even temporary situations—such as a broken hand or poor lighting conditions—illustrate that accessibility makes online banking easier for everyone to use and increases security. This is because misunderstandings or operating errors rarely or never occur.

Accessibility as a growth and ROI driver for banks

While users benefit from greater security, implementing accessibility opens up clear market opportunities for banks. Accessibility is much more than a regulatory requirement—it directly impacts efficiency, growth, and reputation.

• Control costs: Accessibility becomes part of the development cycle. This results in predictable expenses instead of costly special projects later on that place an unnecessary strain on resources and budgets.
• Increase efficiency: Clear processes and user-friendly procedures reduce support requests and relieve the burden on customer service teams. This leaves more time for value-adding tasks.
• Avoid risks: Consistent implementation of accessibility standards protects banks from customer complaints, regulatory oversight procedures, and costly damage to their reputation.
• Increase usage: Accessibility in banking apps reduces abandonment rates for everyday transactions. This increases active usage, reduces service costs, and promotes customer loyalty – a clear economic advantage.
• Scale for the long term: Accessible design systems create reusable standards, reduce rework, and lower operating costs while speeding up market time.

In addition, accessible services open up new target groups that have previously avoided online banking—a plus for reach and brand awareness. This makes accessibility a decisive lever for securing competitiveness and market position in the long term.

Photo payment: Best practice for user-friendly innovation

A striking example of accessibility in banking is photo payment. Instead of typing in long IBANs and payment references, you only need a photo of the invoice—the data is automatically transferred. People with impaired vision no longer have to decipher columns of numbers laboriously. People with shaky or less mobile hands no longer have to worry about making typing errors. At the same time, all customers benefit from a faster and less error-prone process. The accessibility offered by photo payments illustrates how practical functions combine inclusion and efficiency to build trust.

By the way: Gini photo payment meet the highest accessibility standards. The respective financial institutions are responsible for the overall accessibility of the banking app.

Conclusion: Banking accessibility for inclusive finance

Under the BFSG, accessibility in online banking is legally binding. New products must be accessible immediately, and existing products must be accessible by 2030. This presents an opportunity to use accessibility as a design principle. This will enable the development of digital financial services that are understandable, intuitive, and can be used independently by all users.
Banks that integrate accessibility into existing offerings at an early stage and continue to expand it will secure clear competitive advantages. They build trust, strengthen customer loyalty, and set standards for a financial world that is inclusive, sustainable, and consistently geared to users’ needs. This turns a legal obligation into everyday practice: accessible online banking that opens doors for millions of people and markets innovations.

FAQ: Frequently asked questions about banking accessibility

Do you have questions about this topic? We have the answers.

What does banking accessibility mean?
Banking accessibility describes the barrier-free design of online banking services. It ensures that all people—regardless of limitations—can use digital financial services independently, securely, and comfortably.

Why is banking accessibility important?
Banking accessibility enables greater participation, reduces barriers, and strengthens trust in digital services. It also supports people with limitations and improves user-friendliness for all customer groups.

When does the BFSG apply to online banking?
Since the end of June 2025, new digital banking products must be accessible. Existing applications are subject to a transition period until 2030. This makes banking accessibility a mandatory requirement for banks.

What are the advantages of banking accessibility for banks?
Accessible banking apps increase usage, reduce support costs, and open up new target groups. Banking accessibility is therefore inclusive and a driver of growth, efficiency, and customer loyalty.

Does banking accessibility apply only to apps or also to other services?
Banking accessibility affects the financial sector’s apps, web portals, and digital processes. Accessibility must be implemented across all relevant channels to ensure that customers have equal access regardless of any limitations.