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, OVY Insurance Ltd, OP-Eläkesäätiö 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.
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 statement was created on 15 June 2021 and last updated on 30 July 2024.
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 the requirements and the 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 iOS and Android devices. Unless a more detailed repair schedule is announced, the shortcomings identified in accessibility will be corrected as OP-mobile is developed.
Non-accessible content
General information
OP-mobile has accessibility shortcomings that recur in several views. However, OP-mobile also has some shortcomings in terms of overall accessibility and usability, which 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.
OP-mobile also contains some texts that are intended as titles but are not defined correctly. Heading level definitions are also partly missing. Some elements lack 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, or they are incorrectly defined. The reading order is not logical in all views, and the focus does not move 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 iOS devices, the reading sequence of PDF files is not defined. On Android devices, the screen reader treats the entire content of PDF files as a single object.
Not all icons and elements in the application are very easy to figure out, even though this is the object of the function. Not all elements of the application have name tags or help texts, or the tags or texts 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 logged out automatically when the app is not actively used for 5 minutes (timeout specified by the second Payment Services Directive (PSD2)). However, the user is not given prior warning of this. OP-mobile does not have built-in support for external devices. In addition, the application only functions in portrait (vertical) orientation in some views.
The app includes some features that use the op.fi online service’s contents embedded in the mobile app (such as Book a meeting or Chat). These views do not fully meet the accessibility requirements. A screen reader user may have difficulty in identifying when their device switches to the app’s embedded op.fi content.
- 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
There are accessibility deficiencies in logging in to and using Mobile Key, which are described in the General section of this report. In certain situations, screen reader users are not informed that the text includes advice that differs from basic texts (lightbulb icons). In addition, screen reader users do not receive clear feedback, because feedback is not read automatically. The fields’ instructions are not programmatically connected to fields in all sections. Moreover, certain buttons cannot be used with a keyboard (e.g. external keyboard or switch control). When using Mobile key to confirm a request, the ”confirm request” button comes after the keyboard in the focus order, which is not its usual place.
Accessibility improvements regarding implementation and logging in will be made during 2024.
- WCAG 1.3.1 Info and Relationships
- WCAG 2.1.1 Keyboard
- WCAG 2.4.3 Focus Order
Front page
New payment
When using Mobile key to confirm a request, the ”confirm request” button comes after the keyboard in the focus order, which is not its usual place. Additionally, the button label, ”confirm request”, can be slightly misleading in some cases.
On iOS devices, some of the text appears for the screen reader as an empty list, and there are some empty elements in the views. In addition, on iOS devices, there are accessibility gaps in text field use when entering the account number, because the screen reader does not read all the entered characters, or it reads out confusing strings of characters. This can make it difficult for the user to check data entries, leading to erroneous entries. Programmatic navigation within the text field can also be difficult and instructions and buttons connected to the text field can be unclear.
The following shortcomings apply to Android devices. The required error messages are not shown in all views, and the due date must be selected from a calendar that the screen reader may find difficult to read. Information that there are late payments is not programmatically connected to other payment information, which can be confusing for the screen reader’s user. The keyboard focus does not display in all views.
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
- WCAG 2.4.7 Focus Visible
- WCAG 4.1.3 Status Messages
- WCAG 2.4.3 Focus Order
- WCAG 2.4.6 Headings and Labels
International payments
The International payments section is almost accessible but the section includes accessibility gaps, which are described in the General section of this report.
My transfer
There are accessibility issues due to lack of consistent component labelling when using My transfer on an Android phone. Accessibility issues also occur in the service during transfers. Such issues are described in the General section of this statement.
- WCAG 3.2.4 Consistent Identification
Payments and e-invoices
When an individual payee is being viewed in the E-invoices section, the year tabs come under the ”Payee” heading in the reading sequence, which can hamper the screen reader user’s perception of the page’s content. In IOS devices, different years are programmatically determined as buttons, not tab elements. Accessibility gaps appearing in the Payments and e-invoices section are described in the General section of this document.
- WCAG 1.3.2 Order Affecting Meaning
- WCAG 4.1.2 Name, Role, Value
Accounts and cards
The Accounts and cards section has accessibility deficiencies, which are described in the General section of this accessibility report.
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.
- WCAG 1.3.1 Info and Relationships
Money Box
Some longer texts are merged entirely into the same element. The Money Box section also has accessibility issues, which are described in the General section of this report.
On iOS devices, field-specific instructions are placed in the same elements with fields and their labels. In addition, the file type is not read on all buttons that open PDF files.
On Android devices, 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
Salary details
There are usability and general accessibility issues in the source of salary details, but such issues do not constitute WCAG failures. Following selection of the provider of salary details, the view changes to an external service, whose accessibility OP cannot affect.
Card views
The Card views section is almost accessible. The section includes accessibility gaps, which are described in the General section of this report.
Card security limits
The accessibility assessment of the card spending and withdrawal limits section has only been carried out on an iOS device with a VoiceOver screen reader. The text of some buttons is quite long, which is impractical for the screen reader user.
- WCAG 1.3.1 Info and Relationships
Increasing the credit limit
The assessment has only been carried out on an iOS device 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 user 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.
- 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
My finances
My financial balance
Some longer texts are merged entirely in the same element, making screen reader use difficult. In the reading sequence on Android devices, “Income until now” and “debits” are read separately, in separate focuses, and the two totals are separately read only after this. Some elements can also be difficult to understand when using the screen reader.
In addition, there are accessibility deficiencies in the My financial balance section, which are described in the General section of this report.
- WCAG 1.3.1 Info and Relationships
- WCAG 1.3.2 Order Affecting Meaning
- WCAG 1.1.1 Non-text Content
Your company's financial performance
On iOS devices, some views erroneously include an invisible and unnamed button which the screen reader can still focus on. The screen reader bypasses figures entirely, because figures visualise information that is numerically available elsewhere in the view. On Android devices, some buttons have been flagged as links. Not all elements are included in the reading sequence, and the reading sequence is incorrect in some views.
In addition, both platforms have accessibility issues, which are mentioned 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 4.1.2 Name, Role, Value
Invoicing
In recurring invoicing on iOS devices, the programmatic contexts of some elements do not link them with one another. In some views, the reading sequence may be incorrect. Some selections are made using selection controls that cannot be accessed with a screen reader. In addition, the views have accessibility issues, which are described in the Overview section of this statement.
The observed accessibility issues will be rectified when the invoicing service used in IOS devices is redesigned in 2024. This redesign has already been completed for Android devices.
- 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
Corporate customer’s accounting records
Files downloaded from the accounting records (PDFs, CSVs) 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. The screen reader cannot be used to select a date, because month selection is based on a text field in Android devices. 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
- WCAG 3.3.2 Labels or Instructions
Favourites on homepage
The screen reader’s user cannot distinguish between homepage favourites, because they have not been programmatically determined. For example, in the “Edit homepage” view on iOS devices, the screen reader reads ”Money and My finances, added 2/2” and ”Investments, added 0/3”. This numbering can be confusing, since it varies and is not a straightforward indication of the list item number. On the Edit homepage view on Android phones, the screen reader has difficulty in distinguishing added favourites from those not yet added. In addition, on the Edit homepage view on iOS devices, changing the order of favourites is not accessible for screen reader users.
- WCAG 1.3.1 Info and Relationships
- WCAG 2.4.6 Headings and Labels
- WCAG 2.1.1 Keyboard
- WCAG 4.1.3 Status Messages
- WCAG 2.5.7 Dragging movements
Loans
The Loans section is almost accessible. The screen reader skips some information, such as the loan interest rate graph. It can also have difficulty in detecting the monetary amounts listed on the Loan information page. There are also accessibility gaps in Loans, which are described in the General section of this document. The plan is to rectify all accessibility gaps in Loans during 2024.
- WCAG 1.3.1 Info and Relationships
- WCAG 1.1.1 Non-text Content
Investing
Mutual funds and shares
In the case of buy orders (e.g. shares), when transferring to the selection of a portfolio, the screen reader does not receive information about the portfolio selected. A screen reader user only has the audible tap on screen to tell them that the selection occurred. The section also includes certain “unnamed” buttons, whose function is not made clear by the screen reader. Accessibility gaps also occur during list browsing and the cursor’s location may be unclear to the user of the screen reader. The number of items on the equity market country list is not stated on Android devices, which can make going through the list difficult for screen reader users. On iOS devices, not all icons have a clear text alternative. There are also accessibility gaps in the section, which are described in the General section of this document.
- WCAG 1.3.1 Info and Relationships
- WCAG 4.1.2 Name, Role, Value
- WCAG 1.1.1 Non-text Content
Holdings
On Android devices, the readability of some focused content on the Holdings tab is extremely challenging for the screen reader. In addition, the screen reader does not read graphs well on Android devices. In some focuses on the Development tab on iOS devices, the screen reader user is presented with percentages only, but no context.
- WCAG 1.3.2 Order Affecting Meaning
- WCAG 1.1.1 Non-text Content
- WCAG 1.3.1 Info and Relationships
OP Investment Partner
The accessibility assessment of OP Investment Partner was only carried out on an iOS device with a VoiceOver screen reader. In addition to the following accessibility deficiencies, the Investment Partner section exhibits accessibility gaps which are described in the General section of this report.
In some situations, not all texts and elements are read at all, or they are not read correctly. Axes are read unnecessarily for some charts, but changed text is not read automatically. Some information in charts is displayed using only colours. Furthermore, the labels on the switch buttons are not read at all; only the status of the switches is given. 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 focus 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
Insurance policies
The Insurance section has some accessibility deficiencies. Some elements in the Insurance section lack text alternatives, or they are incomplete. On iOS devices, texts are ambiguously grouped in places. In addition, the Insurance section shows accessibility deficiencies, which are described in the General section of this report.
- WCAG 1.3.1 Info and Relationships
- WCAG 4.1.2 Name, Role, Value
Loss reports
Loss reporting does not work accessibly. The drop-down menus, pop-ups, buttons and text fields in loss reporting are not programmatically descriptive or in accordance with their functions. Loss reporting also includes unnamed buttons on iOS devices.
- WCAG 1.1.1 Non-text Content
- WCAG 4.1.2 Name, Role, Value
Insurance cards
The purpose of the ”Save” button is obscure for users of screen readers.
- WCAG 2.4.6 Headings and Labels
Other
Owner-customer
Partner benefits
In addition, the Partner benefits section shows accessibility deficiencies, which are described in the General section of this report. Moreover, text resizing is not supported on iOS devices. The Partner benefits section will be redesigned in the autumn of 2024, when accessibility gaps will be eliminated.
- WCAG 1.4.4 Resize Text
Settings
During entry of the mobile key code to verify the user’s ID, the ”confirm request” button comes after the keyboard, unlike most other cases. On iOS devices, some texts are connected to an unrelated text field.
- WCAG 1.3.1 Info and Relationships
- WCAG 2.4.3 Focus Order
Company’s customer info
Some buttons are not programmatically determined as buttons. As a result, screen reader users do not necessarily notice that they can be pressed. The views 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