NatWest Group is prioritizing accessibility in its digital services to ensure all customers, including those with disabilities, can easily navigate and use their banking tools. Leading this effort is Becks Brindley, head of the Digital Accessibility Team.
Creating an accessible digital banking experience
NatWest is dedicated to creating user experiences that cater to diverse needs. Customer feedback, especially from individuals with disabilities, shapes these experiences. Enhancements like adjustable interaction speed and font size for the Chatbot Cora were driven by consultations with customers and colleagues with disabilities.
Continuous updates to NatWest’s apps play a significant role in enhancing accessibility. The bank was the first in the UK to offer dark mode on its mobile apps, reducing eyestrain for neurodivergent customers and those with low vision.
The mission of the digital accessibility team
The newly formed Digital Accessibility Team raises awareness about accessibility within NatWest. The team collaborates across the organization to ensure customer needs are met, reflecting a strong commitment to inclusivity. NatWest Group CEO Alison Rose DBE supports these initiatives, emphasizing the importance of making the bank accessible by design.
Inclusive design for better service
NatWest’s vision of being “accessible by design” is rooted in the social model of disability, emphasizing the environment's role in disabling individuals rather than their impairments. The Inclusive Design panel, consisting of customers and colleagues, provides feedback on new ideas, products, and tools to ensure accessibility is considered in every aspect of the bank’s operations.
Supporting colleagues with diverse abilities
NatWest values its diverse workforce and empowers all employees, regardless of their abilities. The employee-led Enable Network promotes disability awareness and celebrates the strengths diversity brings. The Neurodiversity Alliance educates colleagues about disability and neurodiversity, advocating for better inclusion and accessibility.
For Becks Brindley, enhancing digital accessibility is personal. As someone with dyslexia, she understands the barriers and the potential for digital solutions to overcome them. Her passion is fueled by customer feedback and the positive impact of effective accessibility measures, empowering people to manage their finances independently.
