Why Accessibility Will Shape Financial Service Experiences in 2026 and Beyond

The new design of the accessible payment cards in the UK is a turning point. It is the first national standard to have tactile notches, consistent layouts, and better legibility, enabling individuals with visual impairments to recognise and use their card without assistance.

This is great progress and it is exciting to consider how the industry can go further to build growth and competitive advantage by meeting the accessibility requirements of potential customers.

The financial inclusivity experience goes beyond payment cards. It spans apps, websites, statements, onboarding forms, videos, and customer communications. And much of this still remains out of reach for people with visual impairments.

This gap has become more pronounced as financial services continue to shift rapidly towards digital. Contactless payments are expected to account for 43 percent of all payments by 2034, while cash is projected to drop to just 4 percent. This fundamentally changes the landscape. When digital is the primary channel, inaccessible content becomes a systemic barrier rather than an edge case.

Inaccessible Content Locks out 2 Million People

In the UK alone, the number of individuals with visual impairments is approximately 2 million. Millions more experience age-related or cognitive problems that impact the way they interact with digital content. This is a significant client base that banking, financial service and insurance (BFSI) organisations rely on, yet often fail to serve effectively.

When digital experiences fall short, customers disengage, switch providers, or turn to external support. Support costs rise as more users need assistance, and while less visible, brand perception too takes a hit when experiences feel exclusionary. Both the obvious and less apparent losses are real.

Digital Accessibility is a Business Imperative

Recent reports estimate that businesses lose £120 billion each year due to online stores being inaccessible. The scale of missed opportunity becomes even more difficult to ignore with the Purple Pound (the spending power of disabled households in the UK) valued at £274 billion annually.

The case for clarity and standardisation in digital material has never been more apparent. Beyond enabling accessible payments, organisations must ensure that:

• Websites are structured for assistive technologies.
• Documents convey information in easily interpretable formats.
• Forms can be completed without reliance on sight.
• Videos offer alternative ways to access visual information.

In practice, accessibility enhances digital design. When organisations design with accessibility in mind, they do not simply improve usability, they enable all customers to experience the brand the same way.

Experience will Determine the Winners

Every digital interaction must answer a simple question: Can this customer accomplish what they came here to do without any hassle?

If the answer is no for any of the user segments, the experience is incomplete.

For the financial service industry, the implication is clear. This is not about doing the right thing on the margins. It is about building memorable digital experiences for every customer they serve.

– Richard South, CRO, EMEA