Lessons Learned from Mobile App Accessibility Testing

Description

In response to customer feedback that our Core mobile banking app had multiple pain points, Citizens did a deep dive review of the customer experience, choosing to focus specifically on the app’s accessibility as viewed through the lens of the Americans with Disabilities Act (ADA) Title III and WCAG 2.1 AA conformance. The project took the form of manually accessibility testing the iOS and Android versions of the app and comparing our findings. Accessibility was not a consideration in the original application design and the results of our testing reflected that with dozens of WCAG violations discovered across 17 tasks tested. See our methodology for mobile accessibility testing with your own accessibility team; discover mobile issues that affect apps across ecosystems; and learn about mobile accessibility issues that have the biggest impact on your users.