Misinterpreting an unlabelled alert/warning indication in red due to colour blindness, or lack of alternatives for documentation could mean the difference between growth and stagnation or worse, result in approaching unsavoury means of availing loans which at the time may seem more convenient, like borrowing from loan sharks without legal involvement or security.
While the RBI has made significant strides in ensuring physical accessibility for individuals with disabilities in the banking sector, such as mandating ramps and braille keypads for ATMs, wheelchair-accessible bank branches, there is still room for improvement, particularly in the realm of digital products. How can we ensure accessibility in our apps and softwares? Here are a few tips:
1. Leverage assistive technology
For users with disabilities, assistive technologies like screen readers, voice-to-text, or even gesture-based navigation are essential. By incorporating assistive tech, you’re ensuring that everyone, regardless of their abilities, can confidently access loans through your app.
2. Avoid relying on fine motor skills
For some users, interacting with small buttons or precise swipe gestures can be difficult, particularly if they have motor impairments or are using basic smartphones. Ensure that all interactive elements are large enough to be tapped easily and consider adding alternative input methods like voice commands or gesture navigation. This makes the app more inclusive for a wider range of users.
3. Optimize for low bandwidth and offline access
In many parts of India, especially rural areas where MFIs play a big role, internet connectivity can be unreliable. Your app should be optimized for low bandwidth, ensuring it works smoothly on slow or unstable networks. Additionally, consider incorporating offline functionalities, allowing users to fill out forms or save their progress regardless of network conditions without disrupting the application process.
4. Don’t forget about colour blind users
Here’s an interesting stat—according to research conducted by IJCMR in 2020, about 3.89% of men and 0.18% of women in India are colour blind. however, most cases go undiagnosed and according to Economic Times as of 2023, roughly 70million people in India are experiencing it. That’s a lot of potential borrowers!
So, when using colour to convey meaning (like warning users about missing documents), always make sure there’s a backup, like an icon or text label. Accessibility isn’t just a compliance checkbox—it’s a commitment to removing barriers, enhancing usability, and making your platform intuitive for everyone. By designing inclusively, you not only serve a broader audience but also demonstrate a thoughtful, user-centered approach that builds trust and loyalty among all users.
It’s all about removing guesswork!
5. Provide multiple authentication options
For many, especially first-time users or those unfamiliar with tech, authentication methods like OTPs, passwords, or CAPTCHAs can be a hurdle. Offer simpler, more accessible alternatives like biometric authentication (fingerprint or face recognition) to streamline the login process.
6. Speak their language
India is a vibrant mosaic of languages, with each region reflecting its own unique linguistic and cultural identity. So why not tap into that diversity? Offering an app in multiple local languages not only broadens reach but also creates a deeper connection with users by showing that you respect their culture and are committed to serving them. Additionally, pay attention to design details, such as ensuring compatibility with scripts written from right to left, to provide a seamless user experience for all. This thoughtful approach not only enhances accessibility but also strengthens trust among diverse user bases.
7. Build community support
While AI chatbots might be all the rage, consider integrating easy-to-access customer service options within the app, such as FAQ or a click-to-call button. Some users, particularly older or less tech-savvy ones, may prefer speaking to a human representative over a frustrating loop of inputs with a bot while dealing with financial queries. This personal touch can enhance the user experience and build trust.
Besides these suggestions, one should keep in mind that accessibility in fintech isn’t just about checking boxes—it’s about empowering real people. As of SIDBI’s 2023 MFI Report, there are approximately 6.6Cr unique live borrowers across the country. Whether it’s a small farmer or a busy shop owner, accessing financial services via digital products should help them, not create an additional hurdle. When we design with care, we’re not just creating apps; we’re opening doors for people who might otherwise feel shut out.
Author: Ashitha Melissa | UI/UX Developer Trainee
Ashitha comes with a year of experience at Craft Silicon, bringing a curious mindset and a knack for simplifying complex workflows and creating digital lending systems that work for everyone. She enjoys uncovering user frustrations and transform them into intuitive solutions. Having graduated with a B.Tech in Media Technology with electives including design, marketing and front-end development, she brings a unique perspective that bridges technology and creativity.
