What often gets lost in all the talk of accessibility, conformance, WCAG standards and more is how challenging task completion can be for an end-to-end experience. I recently celebrated another birthday and have been doing part of my overall evaluation of financial tools and services I use as a part of my financial life.
I did this back in 2017 when I moved back to Wisconsin and again in late 2022 when I changed jobs. This time the driving factor is nothing quite so dramatic but rather a departure from one financial services company that simply wasn’t making progress on some accessibility basics where I honestly thought they might be different.
I’m certainly not here to give anyone investment advice but for my purposes have been evaluating ETF screeners from several of the leading financial services companies and industry resources. I’ve yet to find one that I’d consider truly usable with a screen reader and just about everyone I tried had at some point a blocking accessibility issue.
Frankly, the interactions required here are relatively few to complete the task. Choose from various criteria for the evaluation, get a list of results to interpret the data and be able to take action on items of interest.
The disappointing thing is that most of the accessibility failures are still the same basic challenges of poorly named controls, custom web controls that fail accessibility, poorly constructed tables, charts that fail to address accessibility and more.
None of the tools I tried were completely broken. But kind of works doesn’t cut it for this kind of task. Nor does mix and match between providers to work around issues in one tool.
What is also disappointing here is that the biggest workaround for these sorts of challenges is often downloading the results for processing in Excel or another application. However, every experience I tried puts a restriction on the number of results you can download to the point that downloading the data is not a realistic option.
Unlike my previous forays into this task, a new wrinkle about being able to download the results has also emerged and was present on more than one site. By this I mean that you actually have to interact with some control to choose the type of file you want and those experiences fail web accessibility basics.
These sorts of tasks need to be models of web accessibility. I’ve long said that it is a struggle to try and accomplish a task, learn the experience and wrestle with accessibility issues all at the same time.
Add in the fact that in an area such as financial tools, it isn’t enough to be accessible. A financial tool that is very accessible but works poorly at the financial task is not helpful. Additionally, assuming there was something that stood out in this area, changing financial service providers isn’t always a straight forward option. It can be costly, has potential tax and other consequences and may not even be possible depending on the type of investment account you are trying to move.
Finally, much like healthcare, financial management is a highly personal task. Many of the last-resort strategies of asking a friend or family member to assist are not good options here.
In just about every case, the tools I’ve tried come from industry players who have ongoing accessibility efforts with people who I am sure are as dedicated to accessibility as I know I am. Given my own employment and as I wrote in my post on Ethical Accessibility I understand the challenges for everyone involved in these situations.
Several of the same companies here are listed as corporate partners for Disability:IN. Perhaps that organization needs to expand what they measure as one example.
Those more familiar with the legislative and executive processes of government may know if an agency such as the Security and Exchange Commission (SEC) could adopt a requirement for any organization involved in the buying and selling of financial instruments having to meet certain accessibility criteria to conduct such business. Legal requirements tend to bring a level of clarity, for better or worse, that is otherwise hard to achieve in many organizations.
Many of these organizations already make claims of acting as a fiduciary, especially if you use their advising services. I find it hard to call this an accurate statement with the cornerstone of fiduciary responsibility to put a client’s need ahead of your own interest. Comprehensive accessibility would seem to be a must if you were serious about this.
Writing 101 would say I should close this post with some call to action or other engagement strategy. Well, there is no great close here just now beyond a call for the financial industry to step up efforts because what is happening today is broken.
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