# Accessibility audit of a scheduled commercial bank's digital channels

> Scheduled commercial bank, India - RBI

A scheduled commercial bank engaged us to assess its customer-facing digital channels against WCAG 2.2 and RBI accessibility expectations, with documentation prepared for regulatory review.

## Situation

- RBI guidance expects banking and financial digital channels to be usable by persons with disabilities.
- Banking journeys are unforgiving: if a transfer, statement or authentication step is unusable with a screen reader or a keyboard, a customer is locked out of their own money.
- The bank needed an assessment that would stand up to regulatory scrutiny, not a scanner report.

## Approach

- Regulatory scoping: align the audit surface to RBI digital-channel expectations and the bank's actual product estate.
- WCAG 2.2 AA manual and automated testing across the in-scope journeys.
- Assistive-technology testing across screen readers, keyboard-only navigation and zoom/reflow, with particular attention to authentication and transaction flows.
- Documented methodology, scope and results assembled as an evidence pack rather than a bare findings list.

## Delivered

- RBI-aligned accessibility conformance report
- Evidence pack documenting methodology, scope and results
- Prioritised remediation roadmap ordered by user impact
- Annotated findings with reproduction steps

## Outcome

- The bank has a defensible, dated conformance position for its customer-facing channels.
- Findings were prioritised by whether they actually block a customer completing a task, not by how easy they were to fix.
- The remediation roadmap gives the internal team a sequenced plan rather than an undifferentiated backlog.