Accessibility-first Rebuild: Bankly's Mobile App Redesign Improved Task Success by 34%

Design · 6 min read

Bankly, a regional digital bank, committed to an accessibility-first redesign after internal audits and customer complaints exposed failures for users with low vision and motor impairments. The design team began with co-design sessions involving users with diverse needs, accessibility audits, and real-device testing with assistive tech like screen readers and switch controls.

Design outcomes included an updated type scale with variable fonts, a color palette meeting WCAG AA/AAA targets for core flows, larger touch targets, and simplified layouts that reduced clutter in key tasks like transfers and bill pay. The team also introduced a voice-driven transaction pathway that uses short guided prompts and explicit confirmation steps to minimize accidental payments.

After phased rollout, task success for core flows improved by 34% among users with assistive needs and 12% across the general population. Net Promoter Score rose 6 points overall, and customer support cases related to navigation errors fell by 29%. Bankly’s product lead framed the rebuild as not just compliance work but a strategic enhancement—accessibility changes improved usability for everyone and created new adoption avenues for older demographics.