Accessibility statement for the private customer webpage of the op.fi service

This is an accessibility statement for web content and digital services for private customers at op.fi. Op.fi is the website for OP Financial Group companies.

The accessibility of the service has been assessed by accessibility experts working for OP Financial Group on a project basis and by means of self-assessment of web accessibility.

The following systems were tested as part of the self-assessment exercise:

  • Accessibility on desktop computers has been tested using the Chrome web browser and NVDA screen reader software.
  • Accessibility on mobile devices has been tested using Apple devices, the Safari web browser (touch gestures).

Digital accessibility is regulated by the Finnish Act on the Provision of Digital Services.

This accessibility statement was created on 8 December 2020 and last updated on 28 December 2021.

Accessibility of the digital service

There are issues with the accessibility of the webpage for private customers, and the pages do not meet all requirements.  The non-compliances with requirements and exemptions are listed below.

Cards

Colour contrasts on the homepage of the Payment and credit cards webpage and in individual elements that provide more information about various themes do not meet accessibility requirements. Furthermore, there is no text alternative for all visual content that would indicate what the image, icon or graphic element represents. There are also unnecessary text alternatives in some illustrations.

The page’s headings contain issues that disrupt the use of assistive technology in that heading levels H1, H2, etc. are not always in the logical order.

When starting to apply for a new card, the selected card does not stand out programmatically. The screen reader does not read error messages on the application. The page buttons on the card application site have issues related to keyboard use and colour contrasts. The line describing the progress of the application does not work logically with the screen reader, whose operation is also hampered by any blank rows on the page. The section asking about the number of children uses buttons shown as +/- symbols, which causes issues when using assistive technologies. There are issues in the HTML code that hamper the use of assistive technologies. The user is required to identify themselves when applying for a card. The accessibility of the identification service is described in a separate statement.

Payment and credit cards

1.3.1 Info and Relationships
1.3.2 Meaningful Sequence
1.4.1 Use of Colour
1.4.4 Resize Text
2.4.4 Link Purpose (In Context)
4.1.3 Status Messages

Apply for a card

1.1.1 Non-text Content
1.3.1 Info and Relationships
1.3.2 Meaningful Sequence
1.3.3 Sensory Characteristics
1.4.1 Use of Colour
1.4.4 Resize Text
2.1.1 Keyboard
2.4.6 Headings and Labels
4.1.1 Parsing
4.1.2 Name, Role, Value

Currency converter

The currency converter partially meets the requirements. Accessibility issues in the application slow down or disrupt use, in some cases preventing it entirely for users who use assistive technology such as a screen reader. These issues are listed in more detail below.

The level H1 main heading, Currency calculator, is imported from another system/environment. In general, the colours and contrasts of icons, button texts and other graphic objects do not meet accessibility requirements.

Keyboard users have problems with navigating the service, such as when moving forward or back from the Input field.

OP no longer provides a travel currency service.

Accessibility issues:

1.4.1 Use of Colour
1.4.3 Contrast (icon and button text colour contrast)
2.1.1 Keyboard (cannot be used to move back from the Input field, for example)
2.4.3 Focus Order

Loans and homes

Non-accessible content and issues in the student loan application

Accessibility issues include the correct presentation of information, focus order and feedback input. The application also contains a number of other issues that hinder the use of assistive technology such as screen readers and keyboard. In addition, documents included in the application do not meet accessibility requirements. These issues are listed in more detail below.

WCAG 1.1.1 Non-text Content - Some images include a redundant text alternative.
WCAG 1.3.1 Info and Relationships

  • Selection buttons and checkboxes are not linked programmatically.
  • Mandatory fields are not indicated visibly or programmatically.
  • Negative numbers are presented incorrectly using hyphens.
  • Some pages are aligned using tables, resulting in additional reading for screen readers.
  • Some texts and heading/information pairs in text format are not presented programmatically.

WCAG 1.3.2 Meaningful Sequence

  • Form elements contain incorrect attributes, causing them to be misaligned visually on the page.
  • Some of the issues in headings make it difficult to understand the page’s hierarchy.
  • There are issues with reading sequence in PDF files.
  • Form fields that contain the user’s information lack an attribute that determines their purpose.
  • There are several issues in the contrast between the text and the background.
  • There are several issues in the contrast ratios of user interface components and graphical objects.
  • When attempting to adjust character spacing, the row in question was cut out of the frame.  
  • PDF files lack descriptive titles.
  • Focus is moved automatically to the first form field or interactive element, causing any preceding text to be skipped by the screen reader.
  • In some cases, moving focus interrupts the reading of a message.
  • In some cases, focus is moved automatically to the centre of the page.
  • File types and sizes are presented separately from links.
  • Some links consist of a separate heading and body text, making them difficult to navigate using screen readers.
  • The descriptions of some buttons are difficult to distinguish using a screen reader.
  • Keyboard focus is not visible in the bar links on the page.
  • Error messages are not linked to fields programmatically. Fields with errors are not marked programmatically.
  • Some labels are missing.
  • Some of the buttons on the page are titled inconsistently.
  • Feedback given by the page is implemented incorrectly, causing the screen reader to be interrupted.
  • Feedback headings are not read by the screen reader.

WCAG 1.3.6 Identify Purpose
WCAG 1.4.3 Contrast (minimum)
WCAG 1.4.11 Non-text Contrast
WCAG 1.4.12 Text Spacing
WCAG 2.4.2 Page Titles
WCAG 2.4.3 Focus Order
WCAG 2.4.4 Link Purpose (In Context)
WCAG 2.4.7 Focus Visible
WCAG 3.3.1 Error Identification
WCAG 3.3.2 Labels or Instructions
WCAG 3.2.4 Consistent Identification
WCAG 4.1.3 Status Messages

Accessibility issues that would be a disproportionate burden to fix

The student loan application form includes content whose modification would cause a disproportionate burden. As the service will be redesigned in 2021–2022, no accessibility changes will be made to the current service.

Non-accessible content and issues in the loan calculators

Accessibility issues include the correct presentation of information, the function of error messages and the implementation of input fields. The calculators also contain a number of other issues that disrupt the use of assistive technologies such as screen readers and keyboard. In addition, documents included in the calculators do not meet accessibility requirements.

Accessibility requirements specified in the WCAG (Web Content Accessibility Guidelines) which the calculators do not yet fully meet are listed below.

WCAG 2.4.7 Keyboard Focus

Focus is poorly visible or missing entirely at times.

WCAG 1.4.3 Contrasts
WCAG 1.4.11 Non-text Contrast

  • There are issues in the contrast ratios between text and background and between user interface components and graphical objects.
  • Some text disappears from view or overflows if the user enlarges text size with a personal CSS file.
  • Heading levels are used in an illogical manner in places.

WCAG 1.4.12 Text Spacing

  • Some elements are missing from the tabulator order and cannot be accessed using a keyboard. Screen readers do not receive information on all clickable elements.
  • Form fields in the calculators are not in the logical tabulator order.

WCAG 1.3.1 Headings

  • The slider control in the vehicle loan calculator does not always work with a screen reader.

WCAG 2.1.1 Keyboard Use
WCAG 4.1.2 Name, Role, Value
WCAG 2.4.3 Focus Order

  • Info texts cannot be read with a screen reader and they are not included in the tabulator order.
  • Icons lack text alternatives.

WCAG 1.3.2 Slider control in the vehicle loan calculator
WCAG 2.1.1 Keyboard
WCAG 1.1.1 Info texts and icons
WCAG 1.3.2
WCAG 1.4.13
WCAG 2.1.1
WCAG 1.1.1 Plus and minus buttons in input fields
WCAG 1.3.1 Info and Relationships
WCAG 1.3.2 Meaningful Sequence
WCAG 2.4.3 Focus Order
WCAG 3.3.2 Labels or Instructions
WCAG 4.1.3 Status Messages: There are issues with the implementation of buttons and input fields. For example, they have not been programmatically linked, and the fields are missing labels. Screen reader users are not informed about the field’s new value after selecting a button.
WCAG 1.1.1 Links containing images
WCAG 2.4.4 The implementation method of links containing images causing issues to screen readers.

Savings and investments

The savings and investments calculator contains accessibility issues. Accessibility issues include the following: Colour contrasts on the page do not fully meet accessibility requirements. Some parts of the website do not yet fully support the use of assistive technology such as screen readers, and there are also problems with keyboard navigation. Other common issues in the service include insufficient availability of text alternatives for graphic elements. 

Accessibility issues are listed in more detail below.

1.3.1 Info and Relationships
1.3.2 Meaningful Sequence 
1.4.13 Content on Hover or Focus
2.1.1 Keyboard
3.3.2 Labels or Instructions
4.1.2 Name, Role, Value 
4.1.3 Status Messages
1.4.3 Contrast
1.4.11 Non-text Contrast
1.4.4 Resize Text
1.4.10 Reflow
1.4.12 Text Spacing
2.4.7 Focus Visible

Insurance

There are some accessibility issues in the purchasing pathways, health declaration and request for quote. Accessibility issues in these services include a colour contrast that does not fully meet accessibility requirements. The services do not yet fully support the use of assistive technology such as screen readers, and there are problems in keyboard navigation. Other common issues in the service include insufficient availability of text alternatives for graphic elements. We will try to correct these issues by the end of 2022.

Attachment files in the service, such as insurance terms and conditions (PDF), product descriptions (PDF), forms, certificates of insurance (PDF) and other files will be redesigned to meet accessibility requirements. Due to the large number of documents and forms, some documents may fail to meet accessibility requirements as described below. We will try to correct these issues by the end of 2022.

Deficiencies with the purchase of insurance

Screen readers

WCAG 1.1.1 Non-text Content
WCAG 1.3.1 Info and Relationships
WCAG 1.3.2 Meaningful Sequence
WCAG 1.3.5 Identify Input Purpose
WCAG 1.4.13 Content on Hover or Focus
WCAG 2.2.1 Timing Adjustable
WCAG 2.4.1 Bypass Blocks
WCAG 2.4.4 Link Purpose (In Context)
WCAG 3.2.2 On Input  
WCAG 3.3.1 Error Identification
WCAG 3.3.2 Labels or Instructions
WCAG 3.3.3 Error Suggestion
WCAG 4.1.2 Name, Role, Value
WCAG 4.1.3 Status Messages

Keyboard accessibility

WCAG 2.1.1 Keyboard
WCAG 2.2.1 Timing Adjustable
WCAG 2.4.3 Focus Order
WCAG 2.4.7 Focus Visible

Colours and font size

WCAG 1.1.1 Non-text Content
WCAG 1.4.3 Contrast
WCAG 1.4.11 Non-text Contrast
WCAG 1.4.12 Text Spacing

Deficiencies with the request for quote

Colours and font size

  • WCAG 1.4.4 Resize Text
  • WCAG 1.4.12 Text Spacing

Deficiencies with the health declaration of life insurance

Screen readers

  • 1.3.1 Info and Relationships 
  • 1.3.5 Identify Input Purpose 

Deficiencies with printouts and forms 

Screen readers

  • WCAG 1.1.1 Non-text Content
  • WCAG 1.3.2 Meaningful Sequence

Colours and font size

  • WCAG 1.1.1 Non-text Content
  • WCAG 1.4.12 Text Spacing

Owner-customers and benefits

Bonus calculator

1.3.4 Orientation: When oriented horizontally, info boxes cannot be opened and fall outside the content area. iPhone SE, Chrome 
1.4.11 Non-text Contrast: The contrast ratio between the info icon and the white background is less than 3:1 
1.4.13 Content on Hover or Focus: The info box cannot be closed other than by moving away mouse hover. Focus cannot be moved to the info box using the tab key

Digital customer onboarding

Digital customer onboarding meets the accessibility requirements. The service still has some accessibility deficiencies, but they do not prevent you from using the service with assistive devices such as a screen reader. Accessibility has not been specifically tested with a mobile device.

There is no separate “Go directly to content” hyperlink, because the application does not have navigation – it only has content. For example, the op.fi navigation cannot be seen during customer onboarding. 

The additional information buttons do not work well with a screen reader. Some can be used with the tab key in the edit mode of the screen reader. 

The headings of error messages are read twice when using a screen reader.

SiteImprove reveals some errors in the code, but no major impact on the service’s usability has been detected. 

Several attachment files in the service, such as terms and conditions (PDF), product descriptions (PDF), and other files, have accessibility issues. Work on converting the documents to be accessible is ongoing but unfinished due to the large number of documents.

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