Caixabank (Go to Home)
Print pageProximity and accesible banking
We understand financial inclusion from the perspective of proximity and accessibility, and aspire to become a benchmark in banking for all our customers. Our goal is to create an omnichannel experience that deletes any physical or sensory barriers.
Being close to our customers is a priority, and this is why we believe that proximity and accessibility are two concepts that go hand in hand. We work to ensure that our channels are used by as many people as possible, removing barriers that may limit their use.
Design of our products and services
Perceptible
Senses
That the content can be perceived
by different senses
Operable
Motor, voice
Can be used with standard peripherals or specialised support products
Understandable
Cognitive
The content is easy to understand and avoids or helps to solve errors
Robust
Technology
The content can be used with different devices
Accessibility of our services
We work to make our branches, ATMs and online services accessible so that interacting with us is as easy as possible. CaixaBankNow, the online banking channel accessible via web and mobile, brings all the bank's digital services together under a single concept. At the close of 2023, we reported 11.5 million digital customers.
CaixaBank has a presence in 2,233 towns and cities in Spain, with a total of 11,335 ATMs and 3,876 branches. We work to meet the challenges of the environment by removing physical and sensory barriers and adapting our developments to the senior segment.
Data at the close of 2023
99
% of Spanish towns of >5,000 inhabitants have a branch in their area
483
Spanish towns where we are the only bank
100
% accessible ATMs and with help videos available in sign-language
92
% of citizens have a branch in their municipality
324,000
people served by mobile branches in another 687 towns
89
% of CaixaBank branches are accessible
Development of accessible apps
Using the WCAG 2.0 accessibility guidelines, we design our apps to include VoiceOver navigation (iOS) and TalkBack (Android) for the rendering of all information and screen actions in speech. We also have biometric identification access.
Digital channel accessibility
CaixaBank.es is the only commercial banking portal with an AA accessibility level according to the W3C-WAI guidelines for 2.0 web content. This ensures accessibility in terms of elements such as colour contrast, text size, images and layout. ILUNION carries out half-yearly audits to detect any possible problems.
Cards with Braille system
We launched Spain's first Visa card with Braille reading and writing code in order to make it easier for the visually impaired to make purchases in all kinds of stores without having to give their card details to anyone. The solution has been developed in partnership with ONCE and Visa. Furthermore, our cards have a notch to help position them correctly in POS terminals and ATMs.
We offer a more personal and accessible model through our Store branches , with extended opening hours until 6:30pm from Monday to Thursday and, thanks to the inTouch model , more than 3.3 million digital customers can undertake their transactions remotely and contact their personal manager.
Mobile branches, ofibuses
With the aim of enhancing its service in rural areas, CaixaBank has 19 mobile branches (ofibuses), which serve more than 324,000 people in 687 towns in thirteen provinces: Ávila, Burgos, Castellón, Ciudad Real, Granada, Guadalajara, La Rioja, León, Madrid, Palencia, Segovia, Toledo and Valencia.
Each mobile branch covers different daily routes and, depending on the demand, visits the locations where it provides service once or several times a month. In addition to preventing the financial exclusion of rural areas, this service preserves the direct relationship with the customers who reside in these locations, upholding the commitment to the Senior and agricultural and livestock sectors.
19
mobile branchers (includes 3 in reserve)
47.000
km/month
70
% of users over 65 years old
