Banks are essential institutions that we all use in our daily lives. With the advancement of technology, we can perform many transactions quickly through apps or websites. Or can we? Visually impaired individuals still face challenges in banks. The problems faced by visually impaired individuals in both physical banking and mobile applications are actually solvable. In this blog post, as BlindLook, we wanted to share 4 tips and some notes on what banks can do in terms of accessibility and inclusivity.
1. Prioritize Accessible Communication
When it comes to communication, accessibility is key. Banks need to invest in making their services easily accessible for visually impaired customers. You can start by ensuring that your website and mobile app are compatible with screen readers. Screen readers convert text into speech, allowing visually impaired users to navigate digital platforms effortlessly. Consider using clear, simple language and descriptive headings. Avoid overly complex terminology or jargon, making your content easily understandable. Accessibility in banking is not just about compliance; it's about creating an inclusive environment where everyone feels valued and understood.
2. Offer Alternative Formats
Not everyone can read a traditional print statement, so offering alternatives is essential. Braille statements, large print documents, and audio formats are excellent options for visually impaired customers. You might be surprised how many people appreciate these options. For instance, receiving a monthly statement in Braille can make a significant difference. It provides independence and ensures privacy. Additionally, audio statements are a fantastic way to reach those who prefer listening over reading. These formats demonstrate your commitment to accessibility and inclusivity in banking, ensuring that all customers have access to their financial information.
3. Train Your Staff
Your staff plays a crucial role in enhancing accessibility for visually impaired customers. Invest in training programs that educate employees about the needs of visually impaired individuals. Equip them with the skills to communicate effectively and respectfully. Simple gestures, like offering assistance when needed or guiding a customer through a transaction, can make a world of difference. Empathy and understanding are key here. When your staff is well-trained, they can provide a better, more personalized service. This not only improves customer satisfaction but also fosters loyalty and trust.
4. Utilize Technology for Better Service
Technology can bridge many gaps in accessibility. Voice-activated banking services are an excellent example. These services allow visually impaired customers to perform transactions using voice commands. Mobile apps with voice-over capabilities can also enhance accessibility. Consider implementing these technologies to provide a seamless banking experience. Additionally, chatbots equipped with natural language processing can assist visually impaired customers by providing instant responses to their queries. By investing in technology, you not only improve accessibility but also stay ahead in the competitive banking landscape.
With BlindLook, it is now easier for banks to welcome their customers in a more inclusive manner in terms of accessibility! First of all, BlindLook offers an audit system for bank applications and websites, informing banks about accessibility errors and ensuring their correction. By applying international protocols for screen reader applications, the aim is to eliminate existing problems for better access. Thus, with more accessible applications and websites, visually impaired individuals can easily handle their transactions.
We mentioned that banking transactions are personal and can have serious consequences if shared. Therefore, it is very important for visually impaired individuals to listen to the menus in the screen reader system. However, they may have spent too much time finding the desired transaction and perhaps could not maintain privacy. For this reason, BlindLook developed Audio Simulations technology, which allows visually impaired individuals to quickly listen to menus or transactions they want to perform, get answers to the "how do I do it" question, and navigate through voice commands. With this technology, banks will take a step further in accessibility and approach all their customers with an inclusive approach. With the use of correct communication and technology, the following examples are frequently encountered:
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Engage with the Visually Impaired Community
Engaging with the visually impaired community can provide valuable insights into their needs and preferences. Consider hosting focus groups or surveys to gather feedback. This information can guide your accessibility initiatives and help you tailor your services. Partnering with organizations that advocate for the visually impaired can also be beneficial. These partnerships can provide resources and support for your accessibility efforts. By actively involving the visually impaired community, you demonstrate your commitment to understanding and addressing their needs.
The Business Case for Accessibility
Investing in accessibility is not just the right thing to do; it makes good business sense. By making your services accessible to visually impaired customers, you open your doors to a broader customer base. This can lead to increased customer acquisition and retention. Additionally, accessibility can enhance your brand reputation. Customers are more likely to choose and remain loyal to a bank that values inclusivity and accessibility. Therefore, investing in accessibility is an investment in your bank's future.
Final Thoughts
In conclusion, communicating effectively with visually impaired customers requires a combination of accessible technology, alternative formats, well-trained staff, and an inclusive culture. By prioritizing accessibility, offering alternative formats, training your staff, and leveraging technology, you can create a banking experience that is inclusive and satisfying for all customers. Remember, accessibility in banking is not just about compliance; it's about creating a welcoming environment where everyone feels valued. Invest in accessibility, and you'll see the benefits in customer satisfaction and loyalty. You can schedule a demo for increasing your accessibility and inclusion.
Author: Enes Ertürk / BlindLook Team
