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, continuous self-assessment has been carried out regarding the accessibility of the app. 

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 statement was created on 15 June 2021 and last updated on 7 June 2022.

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, 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 corrected as OP-mobile is developed.  During the last year, several accessibility fixes have been made. These are also described in this statement.

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 one platform. 

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

PDF files that open in the app cannot be adequately zoomed without using two fingers. In certain situations on iPhones, the reading sequence of PDF files is not defined. On Android phones, the screen reader treats the entire content of PDF files as a single object.

Not all 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, or they are inaccurate. Some buttons lack accessible names, or they are incomplete. 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, but the user does not receive an advance warning that they will be logged out soon. In addition, the application can only be used vertically. OP-mobile does not have built-in support for external devices. 

Some accessibility issues only apply to either iPhone or Android phones. On iPhones, OP-mobile has buttons that open web pages but are not reported programmatically.

Several corrections have been made to improve the accessibility of OP-mobile. Some headings in the app are now correctly defined as headings. Lightbulb icons depicting tips are identified by the screen reader, and the element indicates the purpose of the tip text. On iPhones, text magnification in the phone’s settings can now be used in the app, and the definitions of buttons have been corrected. On Android phones, tab elements now have correct status and roles, and elements are no longer unnecessarily in lists.

  • 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 

Activation and login

Mobile key

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

Confirmation with Mobile key has been made accessible. On Android phones, buttons in the Mobile key view are now accessible and clearly labelled.

  • WCAG 2.4.3 Focus Order

Login

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

  • WCAG 2.1.1 Keyboard 

Daily banking services

Accounts and cards

Accessibility issue related to sensory characteristics on Android phones: the help text says that accounts and cards “marked with an asterisk” are shown on the homepage, but these asterisks may be impossible to detect. Users can also have difficulties organising accounts, and this is sometimes impossible with a screen reader. In addition, the Accounts and cards section has accessibility deficiencies, which are described in the General section of this accessibility report.  Accessibility improvements have been made to the help text in the Accounts and cards section on iPhones.

  • WCAG 1.3.3 Sensory Characteristics 
  • WCAG 2.1.1 Keyboard 

Account transactions

In the account transactions section, category options are listed in a table that is difficult for screen reader users to understand. Account transactions also have accessibility issues, which are described in the General section of this accessibility report. 

Several accessibility improvements have been made to the account transactions section. For example, class functions now have accessible names. On iPhones, the elements of class functions have been distinguished, and the buttons have been defined. The status and role of accordion elements have also been corrected. The focus order has also been corrected in the account transactions section. On Android phones, texts and icons that belong together are now combined in the same element. Corrections have also been made to the text alternatives of texts and elements.

  •   WCAG 1.3.1 Info and Relationships 

My financial balance

In the My financial balance section, graphs are not included in the reading sequence, and screen reader users cannot navigate between years or months in the same way as sighted users. Some longer texts are merged entirely in the same element, making screen reader use difficult. On iPhones in the account transactions view, the transaction type is not included in the reading sequence. On Android phones, switch elements cannot be used with a screen reader. In addition, there are accessibility deficiencies in the My financial balance section, which are described in the General section of this report.

On iPhones, the definitions of headings have been corrected in the My financial balance section. In addition, on iPhones, accessible text alternatives have been added for buttons, and the text alternatives of some elements have been corrected.

  • WCAG 1.1.1 Non-text Content
  • WCAG 2.1.1 Keyboard
  • WCAG 1.3.1 Info and Relationships

Card views

Card views contain buttons that open the browser. Opening the browser is shown with an icon that is not visible to screen reader users. Also, not all buttons are read by the screen reader. On iPhones, the reading sequence includes images that do not have text alternatives. On Android phones, some elements are displayed together at times and separately at other times, making it difficult to understand the content with a screen reader.

The accessibility assessment of the card spending and withdrawal limits section has only been carried out on an iPhone with a VoiceOver screen reader. Accessibility shortcomings in the spending and withdrawal 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.  In addition, card views have accessibility issues which are described in the Overview section of this statement.

  • WCAG 4.1.2 Name, Role, Value
  • WCAG 1.3.1 Info and Relationships
  • WCAG 1.1.1 Non-text Content
  • WCAG 1.3.2 Order affecting meaning
  • WCAG 3.3.1 Error identification 
  • WCAG 3.3.2 Labels or Instructions 

Increasing the credit limit

The assessment has only been carried out on an iPhone with a VoiceOver screen reader. In the absence of mandatory information, the only feedback is a passive progress button, and error messages are not automatically read to the screen reader when they appear. In some situations, links are used for navigating between views where buttons should be used. Some elements are completely hidden from assistive devices. At the start of some views, there is an invisible button that has no text, but which can be focused on with a screen reader. In addition, the section has accessibility issues, which are described in the Overview section of this statement.

  • WCAG 3.3.1 Error identification
  • WCAG 4.1.2 Name, Role, Value
  • WCAG 1.3.1 Info and Relationships
  • WCAG 1.3.2 Order affecting meaning

Payment services

The Siirto payment ad text does not tell the screen reader user the name of the product. This accessibility issue is present on both platforms. 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.  On Android phones, the required error messages are not shown in all views, and the due date must be selected from a calendar that may be difficult to use with screen readers. In addition, there are accessibility gaps in payment services, which are described in the General section of this report. 

The following accessibility issues in payment services have been corrected: on Android phones in the My transfer view, error messages are reported to the screen reader correctly and included in the reading sequence, and the focus order has been corrected.

  • 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 

In the international payments section, some buttons open a browser, even when a link should be used instead of a button. Some longer texts are merged entirely in the same element. On iPhones, the instructions for fields are merged with the fields so that they cannot be read as separate elements. On Android phones, some lists are defined as a single element, and moving the focus to an open dropdown list is not always possible. 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 2.1.1 Keyboard

Investing

Funds and equity savings account

On IPhones, some components lack a programmatic definition, and some texts are not headings, even when this should be the case. Also, the Funds section contains a few passive buttons. On iPhones, tables in the equity savings account section are not programmatically implemented.  The Investments section also has other accessibility issues, which are described in the General section of this report. 

Minor issues will be made accessible during 2022. Accessibility issues in the funds section have been corrected. The Investments and funds main view, Private views and equity trading views have been updated to be accessible. The following corrections have been made for Android phones: headings have been defined for the screen reader, elements that belong together have been merged, the profit table can now be read by a screen reader, and the reading sequence and focus order have been improved. In addition, the graphs in the investment fund section have been corrected, and Morningstar ratings can now be read on Android phones. The following corrections have been made for iPhones: the profit table can now be read by a screen reader, Morningstar ratings are now read, passive buttons have been removed, elements that belong together have been merged, and errors in text fields are announced to the screen reader with less ambiguity.

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

OP Investment Partner

The accessibility assessment for OP Investment Partner 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.  

In some situations, not all texts and elements are read at all or are not read correctly.  Some charts read axes unnecessarily, but changed text is not read automatically. Some information in charts is displayed only using colours. Again, the labels on the switch buttons are not read at all; only the status of the switches is indicated. Row headings are missing from some tables. The programmatic context of download links does not tell you what to download. In addition, at the start of some views, there is a phase path whose definition is unclear.

Dates must be entered with a calendar element, but the calendar button is not in the tab order. At the beginning and end of each view, there are invisible elements in the alignment order. If there are several error messages, only the latter error message is read in some situations, while at other times, the only feedback for missing information is a passive Accept button. 

  • WCAG 1.4.1 Use of Colours 
  • WCAG 2.1.1 Keyboard 
  • WCAG 3.3.1 Error identification 
  • WCAG 1.3.2 Order affecting meaning 
  • WCAG 1.1.1 Non-text Content 
  • 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 
  • WCAG 4.1.3 Status Messages

Money Box

The Money Box section uses buttons to open websites or files instead of links. In addition, some longer texts are merged entirely in the same element. The Money Box section also has accessibility issues, which are described in the General section of this report.

On iPhones, field-specific instructions are placed in the same elements with fields and their labels. Some buttons that open PDF files do not indicate the file type, and the programmatic text of some buttons is not very clear. Morningstar ratings may be read incorrectly by the screen reader.

On Android phones, accessing dropdown lists and using some elements are difficult with a screen reader. Error messages are not linked to fields programmatically, and fields with errors are not displayed in any other way. Some elements are missing from the reading sequence, making their content inaccessible to screen reader users.

  • WCAG 4.1.2 Name, role, value
  • WCAG 1.3.1 Info and Relationships
  • WCAG 2.4.6 Focus Order
  • WCAG 1.1.1 Non-text Content
  • WCAG 3.3.1 Error identification

Insurance

The insurance section has several accessibility deficiencies. Some elements in the Insurance section lack text alternatives, or they are incomplete. Some buttons open a browser even when a link should be used instead of a button, and the opened website is indicated with a button that is not shown to screen readers. On iPhones, texts are ambiguously grouped in places. In addition, the Insurance section shows accessibility deficiencies, which are described in the General section of this report.

Accessibility issues on the homepage of the Insurance section will be corrected in the early autumn of 2022. The Insurance information view will be made accessible in its entirety by the end of 2022. The insurance claims section and insurance cards will be made accessible by the end of 2023.

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

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