Compliance Without Experience? A Task-Based WCAG 2.1 Evaluation of Mobile Banking in Indonesia

Fatin Maetam; Chanifah Indah Ratnasari

doi:10.29408/edumatic.v10i1.34175

Authors

Fatin Maetam Universitas Islam Indonesia https://orcid.org/0009-0002-3565-9289
Chanifah Indah Ratnasari Universitas Islam Indonesia https://orcid.org/0000-0001-7328-8242

DOI:

https://doi.org/10.29408/edumatic.v10i1.34175

Keywords:

accessibility evaluation, inclusive design, task-based evaluation, visual impairment, wcag 2.1

Abstract

Mobile banking applications play a central role in digital financial systems; however, accessibility for users with visual impairments remains insufficiently examined in real task contexts. Existing studies primarily emphasize automated and interface-level assessments, with limited attention to interaction processes during task execution. This study evaluates the accessibility of a widely used mobile banking application in Indonesia using a task-based approach based on WCAG 2.1 Level A and AA criteria. An exploratory descriptive case study was conducted on BRImo (version 2.92.0) using Android 13 and TalkBack 16.2.0. The evaluation integrates manual WCAG inspection, automated testing, and screen reader-based interaction testing across three core tasks: login authentication, balance inquiry, and fund transfer. The unit of analysis focuses on interaction steps within task workflows, examined through a triangulation approach comparing structural compliance and interaction-level outcomes. The findings show substantial partial conformance, with over 70% of Level A and nearly 90% of Level AA criteria categorized as “Supports with Exceptions.” However, critical barriers persist in transactional workflows, including missing labels, inconsistent screen reader feedback, and navigation failures that hinder task completion. These results indicate that WCAG conformance alone is insufficient to ensure functional accessibility, highlighting the distinction between structural conformance and experiential task accessibility.

References

Alayed, A. (2024). Are Saudi Arabian banks’ mobile applications accessible for blind or partially sighted users?: a customers’ perspective and evaluation. Universal Access in the Information Society, 24(1), 585–606. https://doi.org/10.1007/s10209-023-01082-y

Alkadi, R. S., & Abed, S. S. (2023). Consumer Acceptance of Fintech App Payment Services: A Systematic Literature Review and Future Research Agenda. In Journal of Theoretical and Applied Electronic Commerce Research, 18(4), 1838–1860. https://doi.org/10.3390/jtaer18040093

Avni, Y., Danial-Saad, A., & Kuflik, T. (2026). Design for Inclusion: A Systematic Review of Technologies and Frameworks for Enhancing the Museum Experience of Blind and Low-Vision Visitors. International Journal of Human–Computer Interaction, 1–31. https://doi.org/10.1080/10447318.2026.2623227

Chait, H., & Schwartz, D. G. (2026). Examining the Relationship Between Legislation and Web Accessibility Compliance: From Theory to Practice. International Journal of Human-Computer Interaction, 1–21. https://doi.org/10.1080/10447318.2026.2623225

Di Gregorio, M., Di Nucci, D., Palomba, F., & Vitiello, G. (2022). The making of accessible Android applications: an empirical study on the state of the practice. Empirical Software Engineering, 27(6). https://doi.org/10.1007/s10664-022-10182-x

Droutsas, N., Spyridonis, F., Daylamani-Zad, D., & Ghinea, G. (2025). Web accessibility barriers and their cross-disability impact in eSystems: A scoping review. In Computer Standards and Interfaces , 92. https://doi.org/10.1016/j.csi.2024.103923

Fithriyaningrum, D., Kusumawardani, S. S., & Wibirama, S. (2022). Accessibility Analysis of Learning Management System Websites. IJID (International Journal on Informatics for Development), 11(1), 162–171. https://doi.org/10.14421/ijid.2022.3485

Ismailova, R., & Inal, Y. (2022). Comparison of Online Accessibility Evaluation Tools: An Analysis of Tool Effectiveness. IEEE Access, 10, 58233–58239. https://doi.org/10.1109/ACCESS.2022.3179375

Jonsson, M., Johansson, S., Hussain, D., Gulliksen, J., & Gustavsson, C. (2023). Development and Evaluation of eHealth Services Regarding Accessibility: Scoping Literature Review. In Journal of Medical Internet Research, 25, 1–16. https://doi.org/10.2196/45118

Lu, G., Qu, S., & Chen, Y. (2025). Understanding user experience for mobile applications: a systematic literature review. In Discover Applied Sciences, 7(6). https://doi.org/10.1007/s42452-025-07170-3

Matos, M., Pereira, L. S., & Duarte, C. (2023). Evaluation of the Accessibility of Mobile Applications: Current Approaches and Challenges. Lecture Notes in Computer Science (Including Subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), 14055 LNCS, 352–371. https://doi.org/10.1007/978-3-031-48041-6_24

Naeem, M., Ozuem, W., & Ward, P. (2022). Understanding the accessibility of retail mobile banking during the COVID-19 pandemic. International Journal of Retail & Distribution Management, 50(7), 860–879. https://doi.org/10.1108/IJRDM-02-2021-0064

Nastiti, V. R. S., Deastu, A., & Marthasari, G. I. (2022). Accessibility analysis of websites of provincial governments in Indonesia. Kinetik: Game Technology, Information System, Computer Network, Computing, Electronics, and Control, 99-110. https://doi.org/10.22219/kinetik.v7i1.1406

Oliveira, A. D. A., & Eler, M. M. (2024, December 18). Exploring Accessibility of Mobile Applications Through User Feedback: Insights from App Reviews in a Systematic Literature Review. ACM International Conference Proceeding Series, 56, 1–15 https://doi.org/10.1145/3702038.3702094

Puli, L., Layton, N., Bell, D., & Shahriar, A. Z. (2024). Financial inclusion for people with disability: a scoping review. Global Health Action, 17(1), 2342634. https://doi.org/10.1080/16549716.2024.2342634

Salameh, R., Lanir, J., & Szpiro, S. F. A. (2025). Remote Assistance with Augmented Reality: A Flexible Accessibility Solution for Low Vision Museum Visitors. International Journal of Human-Computer Interaction, 42(5),2988–3011. https://doi.org/10.1080/10447318.2025.2531268

Shin, J. H., Shields, R., Lee, J., Skrove, Z., Tredinnick, R., Ponto, K., & Fields, B. (2024). Quality and accessibility of home assessment mhealth apps for community living: systematic review. JMIR mHealth and uHealth, 12(1), e52996. https://doi.org/10.2196/52996

Swearngin, A., Wu, J., Zhang, X., Gomez, E., Coughenour, J., Stukenborg, R., ... & Nichols, J. (2024). Towards automated accessibility report generation for mobile apps. ACM Transactions on Computer-Human Interaction, 31(4), 1-44. https://doi.org/10.1145/3674967

Vollenwyder, B., Petralito, S., Iten, G. H., Brühlmann, F., Opwis, K., & Mekler, E. D. (2023). How compliance with web accessibility standards shapes the experiences of users with and without disabilities. International Journal of Human-Computer Studies, 170, 102956. https://doi.org/10.1016/J.IJHCS.2022.102956

W3C WAI. (2024). Involving Users in Evaluating Web Accessibility | Web Accessibility Initiative (WAI) | W3C. https://www.w3.org/WAI/test-evaluate/involving-users/