National Inclusion Week

Inclusion is for everyone. We all either have current access needs, or are temporarily able-bodied and will have needs in the future.

Ahead of our event with Christine Hemphill on the 9th October, where we will discuss the importance of accessibility online, we asked her to tell us the 5 most important things banks could do to include disabled customers...

  1. Listen to their customers with disabilities. Not just looking at complaint data or doing expert audits, actually doing user research of various kinds on a relatively regular basis. Surveys, usability testing, mystery shopping, co-design etc. Know what your customer experience is from a range of users’ needs and preferences.
  2. From the above insight, prioritise the issues found and have a process to consistently feed them into the standard prioritisation process and change programmes. Set aside budget (time and £) for this.
  3. Train your staff in accessibility and inclusion as relevant to their roles
  4. Build QA and governance processes as well as embedding design aids such as inclusion guidance and code libraries or automated and manual testing tools to make it easier and more efficient to consistently build inclusive products and environments
  5. Test all updates to digital products or physical environment refreshes with disabled people before pushing them live (preferably well before!). Many banking apps are released into the wild with accessibility issues that mean the experience and ability to bank independently for some users is reduced, not increased.


Please note this is a cyclical process. Once you get to 5 you start back at 1 to identify the next best area to innovate, improve or enhance, where customers needs are not currently fully met or could be more efficiently or more securely met.


The inclusion market is big

Accessibility ensures people with disabilities can use your products and services. Inclusive design includes accessibility and then extends it. It helps:

  • People with disabilities
  • Older people who may not perceive themselves as disabled despite having age-related impairments such as reduced hearing or mobility
  • People with injuries or illness that create temporary access needs
  • People who are situationally impaired, operating a device or using a service in an environment that makes it difficult to do it as they generally would. Examples of situational access needs include: operating a mobile device with a cracked touch-screen, in bright sunlight or in a noisy environment; using a ticket machine in a cold place with gloves on; or accessing an information service that is in a different language.

Did you know?

+13m people with a disability in the UK (20% of the adult population)

£265b the discretionary spend of households with a disabled member “the Purple Pound”

By 2030 1 in 5 people in the UK will be over 65. As disability prevalence rises with age over 1 in 3 will have a disability by 65 and 1 in 2 by 75.

On the 9th October we got together with The Realization Group to put together an evening to help organisations understand how to make digital experiences (across any interface) more efficient to design, develop, test and manage inclusively, protecting their customers from bad experiences and their business from lost value.

The discussion will be led by:

To join us on 9th October to discuss this topic in more depth, share your thoughts and network, register here.

Founder and Managing Director at Open Inclusion

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