Case Study

A journey to digital accessibility

Enhancing the accessibility of digital channels for a leading European bank to comply with global standards, improve user inclusivity and spread culture of accessibility.

#Analysis and Assessment
#Digital Accessibility


the challenge

To elevate the accessibility of digital channels to meet WCAG standards, addressing non-compliance issues and ensuring universal usability.


Commitment to an inclusive digital experience

In recent years, regulatory frameworks have emerged, prompting companies to ensure that their digital platforms are accessible to all users. This has led businesses to adjust their online offerings to comply with the Web Content Accessibility Guidelines (WCAG), reflecting both regulatory compliance obligations and a desire to improve accessibility for all users.

In response, a leading European bank embarked on a strategic initiative to enhance the accessibility of its digital interfaces, including web, mobile platforms and internal communication channels. By collaborating with specialists from Reply, the bank aimed to engineer a cohesive and inclusive digital environment for both its customers and employees.


the solution

A multifaceted approach to digital accessibility

The mission to improve digital accessibility took a holistic approach, driven by the collaborative efforts across different Reply teams.

Concept Reply dedicated its efforts to conducting detailed assessments, including User Acceptance Testing (UAT) and gap analysis; our experts identified and evaluated accessibility barriers thanks to an accessibility testing solution powered by Generative AI, and by working closely with the client's internal Disability Management structures through the involvement of real users within the bank.

Bitmama Reply took the lead on design, leveraging their specialised knowledge in accessibility to ensure user-friendly and inclusive design.

Meanwhile, Technology Reply applied its expertise in front-end development to implement these inclusive design principles effectively. This unified strategy addressed not only immediate needs for compliance with the Web Content Accessibility Guidelines (WCAG) but also established a foundation for ongoing improvements, planning to involve new channels and portals being used within the banking institution.


Tackling accessibility challenges

Throughout the project, the team encountered a variety of accessibility issues that highlighted the need for comprehensive enhancements across digital platforms. Examples of these challenges included:

Web responsiveness

Efforts were focused on expanding compatibility across a wider range of devices, simplifying UI/UX navigation, and recalculating workflows to ensure a seamless experience on any device.

Colour and contrast

Adjustments were made to accommodate users with visual impairments, ensuring that all users could easily distinguish text and graphical elements through enhanced colour schemes and contrast ratios.

Keyboard navigation

Improvements were implemented to enable smooth navigation using both keyboards and cursors, removing barriers that previously hindered access for users unable to use a mouse.

Assistive technologies compatibility

Enhancements were made to improve compatibility with assistive tools, notably screen readers. By improving functionality and integrating ARIA (Accessible Rich Internet Applications) attributes for a clearer web structure, these changes notably enhanced accessibility for users of assistive technologies.


A more accessible and inclusive digital experience

Expanded audience reach

Significantly broadened the user base by making digital channels accessible to individuals with various disabilities, including visual and motor impairments, including temporary ones.

Enhanced usability

Improved navigation, colour contrast, font sizing, and spacing, making the experience more user-friendly for all customers.

Continuous improvement framework

Established an ongoing process for monitoring, evaluating, and enhancing digital accessibility, ensuring services evolve with user needs and technological advancements.

Positive ESG impact

Improving accessibility underscores a commitment to social responsibility, thereby contributing significantly to Environmental, Social, and Governance (ESG) objectives.

Increase in accessibility awareness

Thanks to the workshops organized for the vertical content to raise awareness among publishers and the documents created for the development, design, and content teams to be used as a guide for every project from scratch.