| dc.description.abstract | From June 2014, it has been a legal requirement in Norway to adhere to the Web Accessibility Guidelines
2.0 to ensure that the technologic environment is accessible to all. The law states that new solutions
should adhere to these guidelines when released and that already existing solutions need to comply with
the guidelines within the year 2021. The Agency of Public Management and eGovernment (DIFI) has
announced which sectors that it will focus on during audits, where the banking and finance is a part of their
focus area, see 2.2. Legislative background for more. The banking and finance sector has also been
proven to be the sector which adheres to the WCAG standard to the lowest degree. Combine this with the
fact that the number of physical banks and access areas has been reduced by 50% during the last ten
years, and it will become evident that the need for universally design ICT solutions is immense (“Antall
ekspedisjonssteder,” 2018.).
In this study, the author will explore the existing boundaries for the successful implementation of universal
design (UD) and what can be done to ensure that all users get an accessible and user-friendly banking
experience. In this regard, the author has successfully contacted DNB, Norway’s most prominent banking
institution, to explore which issues they are facing regarding UD. Research regarding obstructing and
promoting factors of successful implementation of UD is the basis for this research which one can read
more about in chapter 2.3 Impacting factors. This, in turn, leads to this thesis research questions, “What
factors have played a central role in DNB being able to produce inaccessible web content… and what can
be done to ensure more accessible solutions in the future?”. See chapter 3.2. Research question for more.
By using a qualitative method of investigating and evaluating tools and processes, interviewing
developers, testers and decision makers the aim of this master thesis is to contribute to a more user-friendly
banking experience through improving UD processes and procedures, see 3. Methodology for more. The
most significant discoveries are that there exist issues related to QA processes, risk evaluations leading to
no top-down focus, lacking awareness, and lacking competence. As the author has been hired part-time
during the research period, some of the research was conducted at DNB’s offices. Hence there are some
ethical questions which have is elaborated to in chapter 5. Discussion. In chapter 8.3 Risk matrix issues
and identified risks is presented. A detailed project plan will be found in chapter 8.2 Detailed project plan. | en |
