Accessibility statement for OP Business mobile

This statement concerns the accessibility of the OP Business mobile app. OP Business mobile is a mobile app provided by OP Financial Group companies for corporate customers. OP Financial Group includes OP Cooperative, its group companies (such as OP Corporate Bank Plc, Pohjola Insurance Ltd, OP Life Assurance Company Ltd and OP-Services Ltd), OP Cooperative’s member banks, OVY Insurance Ltd, OP Bank Group Pension Foundation, OP Bank Group Pension Fund and other current and future companies, entities and foundations in which at least one of the above individually or jointly exercise control.

The accessibility of OP Business mobile has been assessed by accessibility experts working on a project basis. In addition, a self-assessment has been made regarding the accessibility of the app.

Accessibility was assessed on an iOS device using the VoiceOver screen reader and on an Android device using the Talkback screen reader.

Provisions on accessibility requirements are specified in the Act on the Provision of Digital Services.

This accessibility report has been prepared on 18 June 2021.

State of accessibility of OP Business mobile

OP Business mobile has accessibility issues and the app does not meet all WCAG criteria. Non-compliance with requirements and applicable exemptions are listed below. If the listed non-compliance does not specify the device on which it was detected, the non-compliance is present on both iOS and Android devices. If no detailed schedule for a correction is given, the accessibility issue will be corrected, where possible, in the course of developing OP Business mobile.

Non-accessible content

Overview

OP Business mobile has accessibility shortcomings that are repeated in several different viewports. OP Business mobile also has some shortcomings in terms of overall accessibility and usability, which, however, do not violate any of the WCAG criteria. Some of the accessibility shortcomings occur on both iOS and Android devices, while others only appear on another platform.

Several buttons and elements in OP Business mobile lack accessible names entirely or partly. Role and/or status specifications are also missing or incorrect for some elements and buttons. Some buttons and elements are not programmatically determined, and programmatic labels are missing or incorrect for some elements and fields. The app also lacks headings.

Focus does not always move to the correct position, and focus order may be incorrect in some viewports. The app contains entities whose components have been split into separate focusable elements. 

There are issues with the contrast ratios of the app’s texts and graphical objects and user interface components. Some text icons are not presented to screen readers, making it sometimes difficult for the user to understand the meaning. In addition, the app does not always respond to the phone’s settings for text sizing, and dates must be entered with a selection element.

Error messages are not always read automatically and on some forms, error messages are not programmatically linked to the fields. In some situations, error messages are missing entirely for screen reader users. 

In OP Business mobile, the user is logged out automatically after the app has not been used for a set period of time. However, the user is not given prior warning of this. OP Business mobile does not have built-in support for external devices.

The following accessibility issues concern iOS devices:

  • Some viewports contain empty buttons and invisible texts. 
  • The app can only be used in portrait orientation on iOS devices. 
  • On some forms, asterisks indicating mandatory information are not explained. 
  • The reading sequence of screen readers may be incorrect in some viewports.

The following accessibility issues concern only Android devices:

  • Some elements cannot be opened using a screen reader. 
  • Some elements are combined in a manner that may make reading them difficult when using a screen reader. 
  • Lists of bullet points contain programmatically determined targets that do not logically belong in them and in some viewports, lists of bullet points have been used to present information that does not constitute a list semantically. 
  • When navigating to some viewports, screen reader focus does not move automatically.
     
  • WCAG 1.1.1 Non-text Content
  • WCAG 1.3.1 Info and Relationships
  • WCAG 1.3.4 Position
  • WCAG 1.4.3 Contrast (minimum)
  • WCAG 1.4.4 Resize Text
  • WCAG 1.4.11 Non-text Contrast
  • WCAG 2.1.1 Keyboard
  • WCAG 2.2.1 Timing Adjustable
  • WCAG 2.4.3 Focus Order
  • WCAG 3.2.2 Input
  • WCAG 3.3.1 Error Identification
  • WCAG 3.3.2 Labels or Instructions
  • WCAG 4.1.2 Name, role, value

Login and activation

Accessibility issues with login and activation apply only to iOS devices. In iOS devices, the help text is located after the Continue button in the reading sequence. In some links, the accessible name contains the entire URL address of the link’s destination, and the link is positioned in the reading sequence before the preceding text. In the user role menu, the selected option is not programmatically indicated. In addition, login and activation have accessibility issues that have been described in the Overview section of this statement.

  • WCAG 1.3.1 Info and Relationships
  • WCAG 1.3.2 Order affecting meaning
  • WCAG 2.4.4 Link Purpose (In Context)

Mobile key

The Mobile key menu in OP Business mobile cannot always be opened. Mobile key viewports also contain redundant labels, and texts are missing for some buttons. In the password field, the screen reader may notify the user that “one character” has been entered in the field. If characters are deleted from the field when logging out, the screen reader may read the content incorrectly. Certain activities give too little time to the user, and no warning is given that the activity is ending. In addition, the Mobile key has accessibility issues which are described in the Overview section of this statement.

  • WCAG 2.2.1 Timing Adjustable
  • WCAG 2.4.3 Focus Order
  • WCAG 3.3.2 Labels or Instructions
  • WCAG 4.1.2 Name, Role, Value

Accounts and cards

On iOS devices, the reading sequence is partially incorrect and in some situations, the entire viewport is unnecessarily included in the reading sequence. Search results cannot be accessed by swiping on iOS devices.
On Android devices, texts enlarged by the accordion menu buttons are contained in the same element with the button. Rearranging accounts and cards may be difficult when using the TalkBack screen reader on Android. 
In addition, the section has accessibility issues which are described in the Overview section of this statement.

  • WCAG 1.3.1 Info and Relationships
  • WCAG 1.3.2 Order affecting meaning
  • WCAG 2.1.1 Keyboard
  • WCAG 2.5.3 Label in Name
  • WCAG 4.1.2 Name, Role, Value

Payment services

On iOS devices, selection buttons and their labels are distinguished from one another; only labels are included in the focus order but cannot be used as selection buttons. In addition, there are accessibility gaps in payment services, which are described in the General section of this report.

  • WCAG 1.3.1 Info and Relationships
  • WCAG 3.3.2 Labels or Instructions

Billing

In recurring billing on iOS devices, the programmatic contexts of some elements do not link them with one another. In some viewports, the reading sequence may be incorrect. Some selections are made using selection controls that cannot be accessed with a screen reader. 

On Android devices, the programmatic texts of some buttons do not fully link them with their contexts. The selection to enable recurring billing is implemented using checkboxes even as the correct element would be a selection button. Search results cannot always be accessed by swiping when using a screen reader. The page indicator at the bottom is not included in the reading sequence. 
In addition, the viewports have accessibility issues which are described in the Overview section of this statement.

  • WCAG 1.3.1 Info and Relationships
  • WCAG 1.3.2 Order affecting meaning
  • WCAG 2.1.1 Keyboard
  • WCAG 2.4.4 Link Purpose (In Context)
  • WCAG 3.2.2 Input
  • WCAG 4.1.2 Name, role, value

Accounting records

Files cannot be adequately zoomed without using two fingers. In addition, the programmatic context of some buttons does not indicate the target to which they relate. On iOS devices, the reading sequence of files is not determined. On Android devices, the screen reader treats each page as a single target in the files. In addition, the accounting records contain accessibility issues which are described in the Overview section of this statement.

  • WCAG 1.3.1 Info and Relationships
  • WCAG 1.3.2 Order affecting meaning
  • WCAG 2.4.4 Link Purpose (In Context)
  • WCAG 2.5.1 Pointer gestures
  • WCAG 4.1.2 Name, Role, Value

Investments

The heading row is not included in the reading sequence and focus order and buttons in the rows have not been programmatically determined. The app provides information on investments in a table format that is not presented programmatically as a table, causing the screen reader to fail to read the column and row headings. On some forms, PDF links are not presented programmatically as links. In addition, the section has accessibility issues which are described in the Overview section of this statement. The user is not clearly told which information is missing or incorrect on the form. The only feedback on errors is that the continue button remains inactive.

The following accessibility issues concern iOS devices: 

  • In some sections, headings and information are not programmatically linked. 
  • A text alternative is missing or ambiguous for some elements. 
  • In some situations, the heading is read only after the value to which it refers.

The following accessibility issues concern Android devices:

  • Charts are missing from the reading sequence. 
  • Some viewports contain elements which the screen reader incorrectly treats as having a functionality. 
  • Selection buttons are implemented as checkboxes. 
  • If information is missing, it is replaced with a hyphen that is usually skipped by the screen reader.
     
  • WCAG 1.1.1 Non-text Content
  • WCAG 1.3.1 Info and Relationships
  • WCAG 1.3.2 Order affecting meaning
  • WCAG 1.4.3 Contrast (minimum)
  • WCAG 1.4.4 Resize Text
  • WCAG 1.4.11 Non-text Contrast
  • WCAG 2.1.1 Keyboard
  • WCAG 2.4.3 Focus Order
  • WCAG 3.2.2 Input
  • WCAG 3.3.1 Error Identification
  • WCAG 3.3.2 Labels or Instructions
  • WCAG 4.1.2 Name, Role, Value

Financing

Headings in this content section have not been determined. This makes it difficult to understand the interrelations of the data hierarchy and elements and prevents the user from navigating by heading. On the forms, the only feedback on errors is that the continue button remains inactive. The user is not told why the button is inactive.

On iOS devices in some viewports, only headings are included in the reading sequence and some tables have not been programmatically determined. On some forms, selection elements have not been assigned a role. Once selected, they are not assigned a label and value. In some elements, the accessible name is incorrect. On the loan application form, the asterisk indicating a mandatory field is not explained.

When navigating to a viewport on Android devices, screen reader focus does not automatically move to the start of the viewport. In many cases, screen reader users wait for some time expecting something to happen. The viewports also use lists of bullet points to present information that does not constitute a list semantically.

In addition, the section has accessibility issues which are described in the Overview section of this statement.

  • WCAG 1.3.1 Info and Relationships
  • WCAG 1.3.2 Order affecting meaning
  • WCAG 2.4.3 Focus Order
  • WCAG 3.2.2 Input
  • WCAG 3.3.1 Error Identification
  • WCAG 3.3.2 Labels or Instructions
  • WCAG 4.1.2 Name, Role, Value

Tools

Accessible names are missing entirely for many buttons in the Tools section. Some buttons are also not programmatically determined as buttons. As a result, screen reader users do not necessarily notice that they can be pressed. Programmatic labels are missing entirely for many elements. In the notification settings, labels are determined incorrectly in that several labels are linked with more than one setting without the user noticing the difference. Some fields contain instructions that have not been linked to the field as secondary additional information.

Screen reader users may have difficulties understanding how the currency converter functions. The instructions tell the user to press the element in the user interface, which may be difficult for users with a visual impairment. 

In some articles on Android devices, links are not programmatically determined and some subheadings contain two separately focusable elements. In the notification settings, when notifications are enabled, screen reader focus disappears from view entirely. When the user proceeds, focus reappears at the start of the viewport. Links in articles in the Instructions section have not been programmatically determined. Anchor links also do not work correctly. 

On iOS devices, the check to close a form is sometimes inaccessible with a screen reader. When using a keyboard, the text input method selected in the phone’s settings is not always applied. In addition, the section has accessibility issues which are described in the Overview section of this statement.

  • WCAG 1.1.1 Non-text Content
  • WCAG 1.3.1 Info and Relationships
  • WCAG 1.3.3 Sensory Characteristics
  • WCAG 1.4.3 Contrast (minimum)
  • WCAG 1.4.11 Non-text Contrast
  • WCAG 2.1.1 Keyboard
  • WCAG 2.4.3 Focus Order
  • WCAG 3.2.2 Input
  • WCAG 3.3.2 Labels or Instructions
  • WCAG 4.1.2 Name, Role, Value

Customer profile

Some buttons are also not programmatically determined as buttons. As a result, screen reader users do not necessarily notice that they can be pressed. The viewports contain several elements which the screen reader incorrectly treats as having a functionality.

  • WCAG 1.1.1 Non-text Content
  • WCAG 4.1.2 Name, Role, Value

Customer Service

Programmatic labels are missing entirely for many form elements. When sending a message, the recipient name is read in the sequence before its label. On the Give us feedback form, the only feedback on errors is that the continue button remains inactive. The user is not given a reason why the button is inactive.

Read and unread messages are not distinguished programmatically. When adding an attachment file, the user receives no feedback from the screen reader and focus is moved incorrectly to the Cancel button.

On Android devices, the name of the attachment file the check to remove the attachment are separate elements that have not been programmatically linked. In some viewports, an attribute specifying purpose is missing for some fields. 

The appointments system for Customer Service opens in an external browser. Some elements and icons are missing a sufficient text alternative and are available only in a visual format. In the calendar views, the selected date is not programmatically indicated and dates that have available times are displayed somewhat ambiguously. In addition, the arrow buttons in the calendar lack text alternatives and the month and year cannot be read. Headings shown in bold are links, and the subheading levels do not follow a logical heading hierarchy. Screen reader users do not receive feedback on all activities.

In addition, the section has accessibility issues which are listed in the Overview section of this statement.

  • WCAG 1.1.1 Non-text Content
  • WCAG 1.3.1 Info and Relationships
  • WCAG 1.3.2 Order affecting meaning
  • WCAG 1.3.5 Identify Input Purpose
  • WCAG 1.4.3 Contrast (minimum)
  • WCAG 1.4.11 Non-text Contrast
  • WCAG 2.4.4 Link Purpose (In Context)
  • WCAG 3.2.2 Input
  • WCAG 3.3.1 Error Identification
  • WCAG 3.3.2 Labels or Instructions
  • WCAG 4.1.2 Name, Role, Value
  • WCAG 4.1.3 Status Messages

Accessibility feedback

Did you find accessibility issues in our digital services? If you didn’t find an answer in our accessibility statement, please send us feedback. 

Can’t you log into the service or is there any other technical problem in our services?

Feedback and processing of personal data

If you haven’t logged in and you don’t enter your contact details, your feedback will be anonymous. A non-logged-in customer may provide their name and email address or phone number if they request us to contact them. We will store information about logged-in customers in our feedback system, including the name and personal identity code of the customer or company representative and the name of the OP cooperative bank whose customer the person providing feedback is. For corporate customers, we also store the company’s name and business ID. If a logged-in customer requests us to contact them, we will also store their phone number or email address. Other details that we will store in our feedback system include the customer’s feedback and the details provided by the customer about the auxiliary program or device they are using.

We will use the stored personal data only in feedback processing, to improve customer experience and OP Financial Group’s services. The personal data is processed in OP Financial Group financial institutions’ customer data files.

Regulatory authority

If the website has accessibility issues that are not addressed in the accessibility statement, please send us feedback from the link above. If you give your contact information on the feedback form, we are required by law to respond to you within 14 days.  

If you are dissatisfied with our reply or if we don’t reply to your feedback at all, you can contact the supervisory authority, the Regional State Administrative Agency for Southern Finland. 

Contact information of the regulator

Regional State Administrative Agency for Southern Finland

Accessibility Control Unit
saavutettavuus@avi.fi
Tel. (switchboard) 0295 016 000