Accessibility of the digital service
There are deficiencies in the accessibility of the general parts and functionalities of the digital service channel for personal customers. The general feedback survey forms fulfil the requirements.
Inaccessible content and functions in the service
Logging in to the op.fi service
Providing a further confirmation number
- WCAG 1.1.1 Non-text Content
- WCAG 1.3.2 Meaningful Sequence
- WCAG 1.3.5 Identify Input Purpose
- WCAG 3.3.1 Error Identification
- WCAG 3.3.2 Labels or Instructions
- WCAG 4.1.3 Status Messages
Selecting customer role
The search function of the corporate customer role does not inform the user of a changing search result listing via screen reader. Setting up a default customer role is unavailable when 400% enlargement with a narrow page width is in use. When using a screen reader, the user cannot directly navigate to the content with a separate link. The name and role of all interface components cannot be programmatically determined
- WCAG 3.2.2 Input (Level A)
- WCAG 1.4.10 Reflow (Level AA)
- WCAG 2.4.1 Bypass Blocks (Level A)
- WCAG 4.1.2 Name, Role, Value (Level A)
Content that is not within the scope of digital accessibility standards
Customers can use a mobile key or key code list to obtain the code required for identification and logging in. A Mobile key is a part of OP’s mobile applications. Accessibility observations related to it can be found in the mobile application accessibility statements.
Favourites functionality
- WCAG 2.4.2 Keyboard Focus
- WCAG 1.3.3 Sensory Characteristics
- WCAG 4.1.3 Status Messages
- WCAG 1.4.3 Contrasts
- WCAG 1.4.11 Non-text Contrasts
Means of communication
The chat and online meeting services mainly meet the requirements. The accessibility of the messaging service has a number of deficiencies that significantly hinder the use of assistive technology such as screen readers and keyboards. Non-compliance with requirements and applicable exemptions are listed below.
Messages
For example, the messaging service has accessibility issues in structures and labels, causing difficulties for screen reader users. In addition, colour contrasts do not always meet accessibility requirements, and some graphical objects lack text alternatives. There are also issues with keyboard navigation.
The service will be updated in the coming years, and for this reason, no accessibility changes will be made to the current service.
Some application accessibility issues and the corresponding accessibility requirements of the WCAG 2.1 Guidelines (Web Content Accessibility Guidelines) not yet supported by the messaging service are listed below.
Deficiencies in accessibility were found in labels (WCAG 3.3.2), text alternatives (WCAG 1.1.1), screen reader feedback (WCAG 1.3.2, 2.4.3, 4.1.3), reading and tabulation order (WCAG 1.3.2, 2.1.1, 2.4.3, 4.1.2), keyboard focus (WCAG 2.4.7), info texts (WCAG 1.1.1, 1.3.2, 2.1.1), error messages (general requirement), the title attributes of pages (WCAG 2.4.2), text contrast (WCAG 1.4.3, 1.4.11), headings (WCAG 1.3.1), disabled buttons (WCAG 3.3.1), file links (WCAG 1.3.1, WCAG 2.4.3), the attachment menu (WCAG 1.4.13, 4.1.2), tabs (WCAG 4.1.2), window roles (WCAG 1.3.1) ja reflow (WCAG 1.4.4, 1.4.10).
Chat
The chat service mainly meets the accessibility requirements. The service still has some accessibility deficiencies, but they do not prevent you using the service with assistive devices such as a screen reader. Accessibility has not been specifically tested with a mobile device.
Accessibility requirements specified in the WCAG (Web Content Accessibility Guidelines) which the chat does not yet fully meet are listed below.
- The screen reader does not read sender information (WCAG 1.3.1).
- The button for asking a customer advisor to join the chat is not accessible using a keyboard (WCAG 2.1.1).
- Deficiencies have been identified in the focus order (WCAG 2.4.3).
- The focus order includes all messages from the chatbot and the customer advisor.
- When navigating to another page while the chat is open, the focus automatically shifts to the chat’s message field once the new page has loaded.
- When closing the chat, the focus order includes the other contents of the window.
- The screen reader does not receive information on links that open outside the service (WCAG 2.4.4).
- The minimised chat bubble’s keyboard focus indicator is difficult to detect (WCAG 2.4.7).
- Only a logged in customer’s op.fi front page includes a jump link to the chat.
The service is continuously developed to meet accessibility requirements.
Online meeting
The online meeting service mainly meets the accessibility requirements. The service still has some accessibility deficiencies, but they do not prevent you using the service with assistive devices such as a screen reader.
Matters of note in the accessibility of the online meeting service:
- There is no separate “Go directly to content” hyperlink, because the online meeting service does not have navigation – it only has content. For example, the op.fi navigation cannot be seen during an online meeting.
- Subtitles are not always available for the audio content of the online meeting service.
- No audio description is available for the video content shared in the online meeting service.
- The headings have extra characters when using the service with an Apple device, the Safari browser and the VoiceOver screen reader app.
Content that is not within the scope of digital accessibility standards
Accessibility requirements do not apply to files published before 23 September 2018 and not dealing with customers’ rights and obligations. Files of this kind include annual reports and financial statements, interim reports and other financial reports located on the OP Financial Group site of the op.fi service.