OP-mobile Accessibility Statement

This statement concerns the accessibility of the OP-mobile app. OP-mobile is a mobile application for OP Financial Group companies. 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, OP Bank Group Mutual Insurance Company, 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-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 application.

The accessibility assessment has been performed on an iPhone with a VoiceOver screen reader, and on an Android phone with a 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 15 June 2021.

The OP-mobile service’s accessibility status

There are shortcomings in the accessibility of OP-mobile, and the application does not fully meet the accessibility requirements. Non-compliance with requirements and applicable exemptions are listed below. If the device where the problem occurred is not specified in the missing section, then the problem occurs when using both the iPhone and Android phone. Unless a more detailed repair schedule is announced, the shortcomings identified in accessibility will be remedied as OP-Mobile is developed.

Non-accessible content

Overview

OP-mobile has accessibility shortcomings that are repeated in several different views. OP-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 iPhones and Android phones, while others only appear on another platform.

OP-mobile has buttons that are not defined as such or are incorrectly defined. The application also contains texts that are intended as titles, but they are not defined correctly. Some elements are missing status and / or role information, or are incorrect, while some elements are not marked programmatically at all. Not all elements that belong together are connected to each other programmatically. The reading order is not logical in all views and the focus does not go to the correct position in some views.

Not all of the icons and elements in the application are very easy to figure out, which is the object of the function. Not all elements of the application have name tags or help texts, and some buttons are missing achievable names. The application has some shortcomings in the contrast ratios between text and background, as well as in the contrast ratios between the interface components and the graphic elements.

The OP-mobile user is automatically logged out when the application is not used for a certain time. However, you will not receive prior notice of this check-out. In addition, the application can only be used vertically. OP-mobile does not have built-in support for external devices.

The following accessibility issues only apply to iPhones:

The application cannot be zoomed in enough.

The application has buttons that open web pages, but are not reported programmatically. 

The following accessibility issues only apply to Android phones:

Some tabs are missing information about which tab is selected, and some elements are unnecessarily placed in lists or tables. 

  • WCAG 4.1.2 Name, Role, Value
  • WCAG 1.3.1 Info and Relationships
  • WCAG 2.2.1 Timing Adjustable
  • WCAG 1.4.3 Contrast (minimum)
  • WCAG 1.4.11 Non-text Contrast
  • WCAG 3.3.2 Labels or Instructions
  • WCAG 2.4.6 Headings and Labels
  • WCAG 1.3.2 Order affecting meaning
  • WCAG 1.3.4 Position
  • WCAG 2.4.3 Focus Order
  • WCAG 1.1.1 Non-text Content
  • WCAG 1.4.4 Resize Text
  • WCAG 2.1.1 Keyboard

Mobile key deployment and validation

When selecting a mobile key PIN, the progress button is not in tab order and cannot be accessed by the screen reader. Error messages are not read automatically to the screen reader user. In addition, there are other accessibility deficiencies in the use of the Mobile Key that are described in the General section of this report.

  • WCAG 2.4.3 Focus Order

Login

When a screen reader user identifies themself on an Android phone, then touching the screen does not always work after changing the view. 

  • WCAG 2.1.1 Keyboard

Payment services

The Siirto payment ad text does not tell the screen reader user the name of the product. This accessibility issue occurs on both iPhones and Android phones. On iPhones, some of the text appears to the screen reader as an empty list, and there are also some empty elements in the views. Android phones do not display the required error messages in all views. The due date has to be selected from the calendar, which can be challenging for the screen reader, and sometimes the focus jumps to the top of the view. In addition, there are accessibility gaps in payment services, which are described in the General section of this report.

  • WCAG 4.1.2 Name, Role, Value
  • WCAG 1.3.1 Info and Relationships
  • WCAG 3.3.1 Error identification
  • WCAG 2.1.1 Keyboard
  • WCAG 3.2.2 Input

Accounts and cards

The lack of accessibility that exists on both iPhones and Android phones concerns sensory characteristics; seeing and understanding some symbols can be challenging. Android phones can have difficulty organising accounts, which may not work with a screen reader. In addition, the Accounts and Cards sections also show accessibility deficiencies, which are described in the General section of this accessibility report.

  • WCAG 1.3.3 Sensory Characteristics
  • WCAG 2.1.1 Keyboard

Card Security Limits 

The accessibility assessment of the security limits of the OP-mobile application has only been carried out on an iPhone with a VoiceOver screen reader. Accessibility shortcomings in the Security Limits section occur in the automatic reading of error messages and in the reading order. The text of some buttons is quite long, which is impractical for the screen reader user. Some headings are at the wrong level. In addition, the security limits show accessibility deficiencies, which are described in the General section of this report.

  • WCAG 3.3.1 Error identification
  • WCAG 3.3.2 Labels or Instructions
  • WCAG 1.3.1 Info and Relationships

Account transactions

For account transactions, there are accessibility deficiencies in the clarity of elements and buttons on iPhones when using a screen reader. On Android phones, there are accessibility deficiencies in the icons, which are treated as separate elements. Elements have no text equivalent or it is not sufficient. Account transactions also show accessibility deficiencies, which are described in the General section of this accessibility report.

  • WCAG 1.3.1 Info and Relationships
  • WCAG 1.1.1 Non-text Content

Management of finances

In the Management of Finances section, there are accessibility shortcomings in the diagrams: the screen reader only reads the texts of the axis, and the monthly / annual navigation does not work. Categories do not have a role in providing selection functionality. In addition, there are accessibility deficiencies in the Management of finances section, which are described in the General section of this report.

On iPhones, not all views can be accessed with a screen reader, and the screen reader does not read the hyphens shown in some views.

The following shortcomings apply to Android phones. Changing the category causes the user to be moved out of the entire account transaction, and in some situations, the tab may change when the focus is moved with the screen reader.

  • WCAG 4.1.2 Name, Role, Value
  • WCAG 2.1.1 Keyboard
  • WCAG 1.3.1 Info and Relationships
  • WCAG 1.4.1 Use of Colours
  • WCAG 3.2.1 Focus
  • WCAG 3.2.2 Input

Insurance

The insurance section has several accessibility deficiencies. For example, damage messages cannot be zoomed enough without a two-finger gesture. On iPhones, not all elements in the loss report have a text equivalent and the text is partially grouped vaguely. In addition, the Insurance section shows accessibility deficiencies, which are described in the General section of this report.

Gaps in accessibility from the front page of the insurance will be corrected in early 2022, and the totality of claims reporting will be achievable during 2022. 

  • WCAG 1.3.1 Info and Relationships
  • WCAG 1.1.1 Non-text Content
  • WCAG 2.5.1 Indicators

Investing

Investments and funds

In the Investments and Funds section, the charts are not presented programmatically and the Morningstar rating is not read. In iPhones, some components lack a programmatic definition, and some texts are passive buttons, although they should be titles. When using an Android phone, the table is left unread from the screen reader, as are some other elements. In addition, there are other accessibility deficiencies in investments and funds that are described in the General section of this report.

  • WCAG 1.3.1 Info and Relationships
  • WCAG 4.1.2 Name, role, value
  • WCAG 1.1.1 Non-text Content

OP Investment Partner

OP Investment Partner accessibility has only been carried out on an iPhone with a VoiceOver screen reader. In addition to the following accessibility deficiencies, the Investment Partner section exhibits accessibility deficiencies, which are described in the General section of this report.

Not all lists and charts are presented programmatically and some chart information is presented using colours only. Not all icons have text equivalents. Some charts read axes unnecessarily and changed text is not read automatically. Again, the labels on the switch buttons are not read at all, only the status of the switches is indicated. Some headings also have the wrong heading level and some tables are missing row headings.

Dates must be entered with a calendar element, but the calendar button is not in tab order. At the beginning and end of each view, there are invisible elements in the alignment order. At the beginning of some views, on the other hand, there is a phase path whose definition is unclear. Not all elements are attached to the field programmatically and some elements are unnecessarily included in the reading order.

PDF files open inside the application window and cannot be zoomed enough without a two-finger gesture. The programmatic context of download links does not tell you what to download. In some situations, not all texts and elements are read at all or are not read correctly.

Error messages are read automatically, but the focus remains on the resume button. In some situations, only the latter error message will be read, while in some situations, the only feedback for missing information is a passive Accept button.

  • WCAG 1.4.1 Use of Colours
  • WCAG 2.1.1 Keyboard
  • WCAG 2.5.1 Pointer gestures
  • WCAG 1.3.4 Position
  • WCAG 3.3.1 Error identification
  • WCAG 2.4.3 Focus Order
  • WCAG 1.3.2 Order affecting meaning
  • WCAG 1.1.1 Non-text Content
  • WCAG 2.4.6 Headings and Labels
  • WCAG 4.1.2 Name, Role, Value
  • WCAG 1.3.1 Info and Relationships
  • WCAG 2.4.4 Link purpose (in context)
  • WCAG 3.3.2 Labels or Instructions

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