• Successful completion of core tasks confirms that visually impaired users can use mobile banking apps effectively - if well designed
• Structural clarity (clear headings, consistent labeling, actionable elements) is essential for effective screen reader use
• Redundant or decorative content (e.g. success screen images, ad banners) can distract or confuse if not described or marked appropriately
• System feedback (e.g. payment confirmation, button state) must be clear and communicated via screen reader

• The research follows preliminary research and design recommendations for accessible mobile banking
• A prototype was developed collaboratively by UDS design team and Mobrix development team
• The goal was to test accessibility and usability for users with visual impairments using VoiceOver (iOS) and TalkBack (Android)
• The testing took place at a 2023 Conference for visually impaired users in Brno, Czech Republic
• The main task in usability testing was to send a payment using the prototype interface
• The testing also included questionnaires, focus groups, and card sorting to gather broader user insights

A mixed-methods approach

• Usability testing with 11 users (7 blind, 2 with practical blindness, 1 with corneal turbidity, 1 with low vision) tasked with sending a payment using the prototype
• Questionnaire with 21 respondents to gain insight into everyday mobile banking habits, preferences, and frustrations
• Focus group discussions to explore qualitative feedback and emotional responses to the experience
• Card sorting exercises to determine preferred logical order of screen reader content across 4 key areas: Account, Payments, Transactions, and Cards

The primary device platforms tested were iOS and Android, using native screen reader tools. Data was collected in a structured but naturalistic testing environment with real users.

Usability testing

All users successfully completed the main task (sending a payment) after initial navigation using screen readers (VoiceOver/TalkBack)

Key accessibility barriers

• Unnamed or poorly described UI elements
• Inaccessible or unresponsive buttons
• Writing/input-related difficulties - lack descriptions or context
• Advertisement banners read without context or purpose

‍Pain points:

• Accessibility is rarely acknowledged or supported by banking staff or customer support
• Frequent updates disrupt accessibility - Updates often reset settings or break compatibility with screen readers
• Trial-and-error often determines whether a bank is accessible
• Key features like account statements are hard to reach

• Buttons that lead to new screens should come after actionable items on the current screen
• Important elements (e.g., account name, balance) should be headers for better orientation
• Navigation by date is crucial in transaction lists
• Confusion over labels (e.g., “Cards” vs “All cards”) needs resolution

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