Mobile banking apps in Poland and their accessibility for consumers with disabilities: a case study

Abstract

Proper adaptation of banking mobile applications to the needs of people with disabilities can play a crucial role in minimising the financial exclusion. The article examines selected mobile banking applications of four Polish banks in the context of their adaptation to the needs of consumers with disabilities. The project used a descriptive case study method based on analytical induction, and observation was carried out for six months. The analysis of the application was conducted in two parts: the adaptation of interfaces and functionalities to the preferences of people with disabilities in terms of readability, the efficiency of the application, and comprehensibility of the form of information transfer, and other accessible functionalities within the analysed applications that meet the needs of people with disabilities. The study’s results indicate the strengths of the accessibility of the analysed mobile applications as well as their limitations in enhancing independent living for people with disabilities.

Points of interest

• Smartphones and mobile apps are becoming an inseparable part of the everyday life of consumers all over the world.

• The paper examines the design of modern banking apps in Poland in the context of their adaptation to the needs of consumers with disabilities.

• While the tested mobile applications meet many criteria of accessibility, there is room for improvement.

• The study indicates that further guidelines are needed to improve the usability and accessibility of banking apps and help conduct further consumer research in this area.

Keywords:

• Accessibility
• assistive technology
• mobile apps
• mobile banking
• case study

Disclosure statement

The authors report that there are no competing interests to declare.