National Westminster Bank Plc Cora Chatbot Accreditation Plus Certificate

AbilityNet accredited websites and apps have been tested by disabled users who can provide an authentic account of the issues that they encounter.  

As well, as part of the accreditation process, expert accessibility testing is used to ensure that good accessibility practice has been followed.

Scope

The accreditation involved the following features and pages. The scope was agreed between National Westminster Bank Plc and AbilityNet as a representative cross sample.

The expert accessibility testing scope included the following pages from the National Westminster Bank Plc Cora Chatbot on desktop and mobile:

1. Chatbot – HomePage
2. Chatbot - Account types (Type “Open an account’)
3. Chatbot – Select any account type and wait for the carousel to load
4. Chatbot - Video link ("Cancel a debit"> Direct Debit > Cancelling a D/D > Yes > No > Yes > Online Banking> ‘Cancel Direct Debit Video’ (this should open in the Slide-out panel))
5. Chatbot - Feedback (Thumbs up/down buttons)
6. Chatbot - Branch locator and bank holiday links (Type "Branch locator" - links open in new window)
7. Chatbot - Change address steps (“Change of address” > Personal account only > Online Banking > (steps are given to change address))
8. Chatbot - Menu
9. Chatbot - End conversation
10. Chatbot - Chatbox trigger and notification (Natwest)

During user testing, participants conducted review and provided feedback of the following areas of the website using different technologies, such as screen reader, keyboard, voice recognition software and screen magnification software.

1. Exploration of interface
2. Conversational journey with buttons and a carousel
3. Conversational journey with a carousel (no buttons)
4. Instant Feedback
5. Input text field enhancement
6. Slide out panel (video)
7. Explore the features within the chat window menu
8. End cchat/post chat survey

Deliverables

WCAG Audit and Recheck

An expert consultant used WCAG 2.1 level AA to audit pages and raise conformance failures. The recheck involved reviewing the same issues to confirm that they had been resolved.

Diverse User Accessibility Testing 

An expert consultant facilitated user testing sessions. This was done with 8 participants who reviewed the pages for 1 hours each.

The participants included the following user groups:

• Users with visual impairment, including low vision
• Neurodiverse users
• Hard of hearing
• Users with mobility impairment 

Outstanding issues

There are no outstanding issues. National Westminster Bank Plc resolved all WCAG 2.1 Accessibility issues, as well as all user test issues.  

What does AbilityNet Accreditation mean?

AbilityNet Accredited websites have been tested by a broad network of genuinely representative disabled consumers who can provide an authentic account of the key issues they encounter. In addition, expert accessibility testing has been undertaken to ensure that good accessibility practice has been followed. Any issues identified during the review procedure have been subsequently resolved.

Websites are subject to change as updates and improvements are released. However, websites displaying this trust mark have committed to best practice in maintaining the highest levels of accessibility and usability after certification.

About the certification 

Please report any suspected misuse of this trust mark to accessibility.services@abilitynet.org.uk.  

This certificate is valid for 12 months from the date of the issue. 

17 December 2024
Amy Low
Chief Executive
AbilityNet 

About AbilityNet

AbilityNet is a UK charity specialising in digital accessibility and usability, providing a wide range of services including the development and implementation of corporate accessibility standards as well as diverse user testing and support for individuals through assessments and training.

Registered charity no. 1067673

Registered Office: 9 Appold Street, London, England, EC2A 2AP