The recent redesign of the Halifax banking website was done with accessibility in mind, resulting in a content-led and clean design rarely seen in the financial sector. Ady Borkala explains why incorporating accessible design was so important: “Making your content accessible to everyone is simply the right thing to do, it also makes business sense – why would you make it difficult for 13 million people across the UK who have a disability, to access your content and services?”
Borkala also “didn’t want accessibility to simply be a tick box exercise,” so it was important that the design was inclusive in its approach to delivering content: “I didn’t want anyone to realise that they were ‘in’ an accessibility journey. For instance, if a BSL (British Sign Language) user wanted to come in to branch, why would we expect them to visit our accessibility section to find out about our BSL interpreter service?”
Research was key to getting these journeys right. The team called upon user testing with customers who experienced accessibility issues to gain an understanding of how to make accessibility features easier for users to discover. Synthesising the feedback on Post-it notes, the team were able to identify key problems. They then prototyped a new approach, moving from paper to an interactive and testable prototype using Axure.