Case Study: novobanco builds a digital accessibility framework with Xpand IT

novobanco improves digital accessibility for 1.4 million customers with Xpand IT

novobanco, a major Portuguese bank, faced the challenge of operationalizing digital accessibility after new national legislation made it a requirement. The bank needed to move beyond a simple legal obligation and create a practical, cross-functional framework to unify its teams and processes. novobanco partnered with vendor Xpand IT on a solution encompassing strategy, user experience, and team enablement.

Xpand IT implemented a solution built on awareness sessions, priority flow assessments, and team training. This established a practical, shared approach to accessibility, transforming it from a one-off compliance exercise into an embedded quality standard. The results included an internal digital accessibility framework with clear responsibilities, improved accessibility across key customer flows in line with WCAG standards, and stronger cross-team alignment, making inclusion a core part of designing digital experiences.

Novobanco