Inclusive Banking Usability Research

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An Australian bank aimed to build a new payment terminal that worked seamlessly for all users — especially those with accessibility needs. Early development revealed usability issues that weren’t obvious without real-world testing. As researchers on the project, we focused on understanding how diverse users interacted with the device.

After launching iterative tests and synthesising insights, we pinpointed key accessibility and usability barriers. Our research directly informed design changes and hardware adjustments, leading to improved experiences for consumers, merchants, and internal staff.

Product Designer, Transpire

Problem definition

The bank wanted a payment solution that was usable and accessible for people from all walks of life — including those with disabilities. Given sector-wide accessibility failures by competitors and strict accessibility standards, it was crucial to discover whether users could successfully perform basic tasks like tapping, swiping, inserting a card, selecting accounts, and entering a PIN on the new terminal.

Research Summary

Our research included:

  • Recruiting participants with a wide range of backgrounds and accessibility needs

  • Conducting usability sessions in a simulated environment to mirror real-world distractions

  • Measuring task completion and qualitative user satisfaction

  • Documenting obstacles that prevented users from completing key payment actions independently

Goal

Our objective was to ensure the payment terminal was truly usable by people with diverse abilities — not just meeting compliance checklists, but creating a seamless real-world experience.

Key Design Decisions

Insights we uncovered included:

  • Interface elements that confused users or lacked tactile distinction

  • Button placements that increased the risk of user error

  • Voice-over script changes that improved guidance for visually impaired users

Results & Outcomes

We documented and communicated a set of prioritized usability and hardware recommendations, which were shared with both stakeholders and the terminal hardware manufacturer. Key software tweaks and hardware adjustments significantly improved task success rates.

Final Reflection

  • Inclusive testing revealed issues that wouldn’t have been found through standard lab studies

  • Accessible documentation and thoughtful participant setup elevated the quality of insights

  • Research learnings were incorporated into broader organizational practices for future studies