An accessible banking app for digitally excluded customers

A share of customers cannot complete a basic banking task on their own: Thérèse, 69, manages her account for her grandchildren but fears making a mistake and calls her son before every transfer. Illectronism — more than disability in the strict sense — was the real subject, and the app, the in-branch kiosks and the ATMs each excluded her differently.

A persona and journey built around Thérèse, redesign of the essential journeys with buttons 80% larger than standard, doubled confirmation and back steps, dark mode and colour-blindness settings, audio description — then the same design system declined on kiosk and ATM, adaptable to any bank in the group by simply swapping the colour palette.

The essential operations became doable without calling someone, on all three touchpoints, with one design system declined by brand. The takeaway: designing for illectronism, not just disability, means designing for far more people than it first appears.