Is Banking Truly for Everyone?

Banking today is called “digital,” “smart,” and “user-friendly.”
But here’s a question we don’t ask often:
User-friendly for whom?

Because for many persons with disabilities, even basic banking tasks are still inaccessible.

I would like to highlight some challenges and their possible solutions, one by one.

 

Starting with a simple bank visit

Once, I visited a bank branch to get my new passbook. There were no guiding tactile paths, so I had to take help from an auto-rickshaw driver. The staff were not always sensitized. At one point, I replied to a question, thinking it was for me—but it was not. Someone mocked me for that. It was a bit humiliating, but I moved on, as such experiences have unfortunately become a part of life.

On another day, I visited a different bank branch to withdraw some cash. The manager told me, “You cannot sign because you are visually impaired.”
I said, “I always sign.”
He said he needed to get confirmation first.

This delayed the process by a week.

Many people are denied or delayed financial services because of such assumptions—whether they can sign or not. What an irony. 🙂

Also, most bank branches and offices are still not accessible. They lack tactile paths, railings, ramps, and proper navigation support.

I understand that many banks operate from rented commercial spaces, so making structural changes is not always easy. That’s why I believe accessibility should also be ensured by government authorities before approving such buildings for use.

However, improving staff awareness and processes is completely in the banks’ control. They should provide proper training to staff on how to assist and communicate respectfully with all customers.

Because accessibility is not only about physical space—it is also about mindset.

 

Now let’s look at ATMs, which are meant to provide convenience

Could you withdraw money independently while travelling or in an emergency using an ATM? This convenience is not for everyone.

Many ATMs are still not fully accessible. Some may have audio support, but the headphone jack may not work, the audio guidance may not be clear, or the feature may not be enabled at all. Even locating the ATM and using it independently can be difficult due to lack of proper guidance and inclusive design.

Because of this, many people have to depend on others for something as basic as withdrawing their own money.

The solution for this is simple: ensure ATMs have reliable audio support, clear instructions, braille-enabled buttons, and an inclusive design that allows everyone to use them independently.

 

Now let’s talk about the most important part—digital banking

Today, most banking activities happen through mobile apps and websites. It is fast, convenient, and available anytime. But this convenience is still not accessible to everyone.

Many digital banking platforms are not designed with accessibility in mind. Buttons are not labeled properly, navigation is confusing, and screen readers do not get correct information.

I am unable to perform even basic banking activities independently, including NEFT, RTGS, setting transfer limits, checking m-passbook or statements, transferring funds, adding a beneficiary, managing profile settings, and even logging in due to inaccessible CAPTCHA.

Sometimes, the mobile application crashes or does not work properly with a screen reader, which makes the experience even more difficult.

Forms are often unclear, and error messages are not helpful.

Security features like OTP and CAPTCHA also create barriers. OTPs may expire quickly, CAPTCHAs are often visual and do not have accessible alternatives. While security is important, it should not become a barrier.

Thanks to UPI apps like GPay, cashless payments have become much easier. For many persons with visual impairment, this is especially helpful because physical currency is not accessible. However, not all UPI apps are accessible. Because of this, many platforms are losing potential customers. Don’t you think so?

The solution to these inaccessible platforms is simple. Be empathetic, follow WCAG guidelines, adhere to RBI guidelines and other regulations, and conduct regular accessibility audits. This will help you reach more potential customers and also reduce the risk of legal lawsuits.

 

Banks focus on convenience, privacy, and security to retain customers and follow policies. I would like to end with a few questions.

If someone has to share their details to complete an RTGS transaction, is it really secure?
If someone has to share their PIN to withdraw money from an ATM, is it privacy?
If someone is not able to even locate an ATM, is it convenient?

Then why are these basic principles—privacy, security, and convenience—not available to everyone?
Just because the way some of us interact with technology is different?

Accessibility is not asking for extra—it is asking for equal. Do you agree?