In today’s digital-first world, accessibility and inclusive design are no longer optional for banks, insurers, and fintechs—they are essential. As the financial services (FS) sector undergoes rapid transformation, organizations are recognizing that accessible digital experiences are not just about compliance—they are a strategic lever for growth, innovation, and trust. With over a billion people worldwide living with disabilities, and an aging population that increasingly relies on digital channels, the business case for accessibility has never been stronger.
Financial services touch every aspect of life, from managing savings and investments to accessing insurance and credit. Yet, for too long, digital banking, insurance portals, and fintech apps have left behind customers with disabilities or those facing temporary or situational impairments. As one industry leader put it, “If we exclude a group because they can’t access our content or facilities, we can’t meet our goal of helping people prosper.”
The imperative is clear:
Lloyds Banking Group has made accessibility a core part of its product development lifecycle. By focusing on accessibility from the discovery stage, breaking work into manageable pieces, and engaging external non-profits for testing, Lloyds ensures that digital banking is usable for all. AI-based testing tools and customer feedback loops are embedded in their process, and mobile-first design ensures accessibility on the smallest devices. As a result, accessibility is no longer an add-on—it’s simply part of how Lloyds does business.
Microsoft’s approach is grounded in a clear mission: to empower every person and organization on the planet to achieve more. Their accessibility evolution model provides a structured way to measure progress across vision, compliance, standards, and the development lifecycle. Microsoft leverages AI to power tools like Seeing AI, which helps visually impaired users read text, recognize faces, and navigate environments. Real-time captions in Teams and PowerPoint, as well as voice-driven interfaces, are now standard features that benefit all users.
Industry leaders recognize that accessibility is not just about technology—it’s about people. Inclusive hiring practices tap into a vast pool of talent with lived experience of disability, driving innovation and empathy. Organizations like Microsoft, Shell, and McDonald’s have joined disability confidence schemes, embedding accessibility into their culture and processes. At Lloyds, short “espresso” sessions and hackathons upskill teams and foster a culture of continuous learning.
Banks and insurers are deploying AI-powered chatbots that can understand and respond to a wide range of customer needs, including those using screen readers or voice commands. Voice assistants and biometric authentication (like fingerprint or face ID) simplify access for users with mobility or cognitive challenges, reducing friction and enhancing security.
Mobile-first design ensures that banking and insurance apps are usable on any device, with adjustable text sizes, high-contrast visuals, and keyboard navigation. Real-time captioning, screen reader compatibility, and clear link labels are now best practices. Customer testing with people with disabilities is essential to uncover real-world barriers and drive continuous improvement.
From onboarding to account management, accessible digital journeys are critical. For example, banks are making British Sign Language (BSL) interpretation available for customer support, and insurers are simplifying forms and claims processes to be screen-reader friendly. AI-driven personalization adapts interfaces to user preferences, making financial services more intuitive for everyone.
Despite progress, challenges remain. Many organizations still treat accessibility as a compliance checkbox, rather than a core design principle. Education is key—developers, designers, and product owners need training and exposure to assistive technologies. Accessibility must be a shared responsibility, embedded in every role and process. As one expert noted, “Universal solutions come from conversations with the right people.”
Accessible financial services are not just a moral or legal obligation—they are a business driver:
As AI, automation, and digital channels reshape financial services, accessibility and inclusive design must evolve in tandem. The most successful organizations will:
At Publicis Sapient, we partner with financial services leaders to build accessible, future-proof digital experiences. By leading with inclusion, banks, insurers, and fintechs can unlock new markets, drive innovation, and deliver on their promise to serve everyone—without exception.
Ready to advance your accessibility journey? Connect with Publicis Sapient to build digital financial services that are truly inclusive, innovative, and resilient.