A customer may be able to reach every control and still struggle to understand the terms, compare options or complete a payment. In financial services, that gap can affect decisions with lasting consequences.
Follow the whole customer journey
Review information, applications, onboarding, authentication, account access, payments and support together. Notice where the service asks someone to remember details, interpret unfamiliar language or make a pressured choice.
Test understanding as well as completion
Ask whether people can explain what they are agreeing to, what happens next and how to recover from a mistake. Completion alone does not show that a decision was informed.
Record and improve outcomes
Document barriers found in testing, assign owners and revisit the journey after changes. Building cognitive accessibility capability helps teams notice problems that a technical accessibility check may miss.