Accessibility as a Pillar of Trust and Autonomy

The relationship between customers and banking institutions is based, above all, on trust. Every day, millions of people depend on banks to manage their money, make payments, consult financial information, or make important decisions about their future. However, for a significant portion of the population, access to these services continues to present barriers that often go unnoticed.

For people with visual impairments or other functional limitations, seemingly simple tasks—such as reading a statement, understanding a digital contract, or using a card at an ATM—can become complex challenges. When banking products and services are not designed with accessibility in mind, a silent inequality in access to the financial system is created.

In an industry where customer experience, trust, and security are paramount, ensuring accessibility is not just a matter of social responsibility. It is also essential to ensuring that all customers can interact with banking services independently, securely, and without relying on others.

The importance of truly accessible banking

The accelerated digitization of the banking sector has brought numerous advantages: greater speed, convenience, and new channels of interaction. However, this transformation also requires institutions to rethink how information and products are made available to customers.

If documents, platforms, and financial instruments are not designed with accessibility criteria in mind, there is a risk of excluding some users. A truly inclusive bank ensures that all customers, regardless of their abilities, can access information, understand services, and use them independently.

This commitment to accessibility enhances not only inclusion, but also the overall quality of the customer experience.

Accessible digital documents: information without barriers

Much of the relationship between banks and customers today takes place through digital documents. Contracts, statements, communications, and notifications are often made available in electronic format, making it essential that this content is accessible to all users.

Accessible digital documents are structured in such a way that they can be correctly interpreted by assistive technologies, such as screen readers. The use of a clear hierarchy of headings, logical reading of content, and correct marking of elements allows information to be navigated and understood by people with different needs.

In addition to improving the customer experience, document accessibility is also gaining relevance in the European regulatory context. The European Accessibility Act, and its transposition into national law through Decree-Law No. 82/2022, reinforce the importance of ensuring that certain digital services and content are designed with accessibility criteria in mind.

For banking institutions, preparing accessible digital documents is not only a response to emerging legal requirements, but also a way to ensure that all customers can access financial information independently and securely.

Bank cards designed for everyone

Bank cards remain one of the most widely used means of payment in everyday life. However, their use can present difficulties for visually impaired customers, especially when it is necessary to identify the card or understand the correct orientation for its use.

A simple and effective solution is to use cards with indentations, which allow the correct position of the card to be identified by touch. This small detail makes it easier to insert cards into ATMs and payment terminals, making the process more intuitive and secure.

Another relevant solution is the customization of cards with Braille, allowing information to be identified directly on the card. This feature significantly increases user autonomy, reducing dependence on third parties to perform banking operations.

Inclusion as a strategy for the future of banking

In an industry increasingly focused on customer experience, accessibility plays a strategic role. Banks that integrate principles of inclusion into their product development demonstrate a broader vision of the service they provide to society.

By investing in affordable solutions, financial institutions can:

• Promoting greater autonomy for all customers
• Improve the overall experience of using the services
• Strengthen trust and closeness with customers
• Demonstrate leadership in social responsibility and innovation

More than just complying with requirements or trends, it is about building a financial system that is truly prepared to serve the entire population.

Solutions for more accessible banking

The implementation of inclusive solutions can be done in a practical and effective way, integrating improvements in documents, payment methods, and customer contact points.

We support your company in adopting solutions that promote a more accessible financial experience, namely through:

• Production of accessible digital documents, compatible with assistive technologies and prepared to respond to good accessibility practices;
• Supply of bank cards with indentations, which make it easy to distinguish the card and identify its orientation for use in ATMs;
• Customization of cards with Braille, promoting greater autonomy for visually impaired customers.

We believe that inclusion should be part of the natural evolution of banking. By making products and services more accessible, financial institutions not only better respond to their customers' needs, but also contribute to a more equitable financial system that is prepared to serve everyone.