Banks are finding creative ways to make their “offline” services — from branches to debit cards to contact centers — more accessible to people with disabilities.
They are using technology to go beyond their responsibilities under Title III of the Americans with Disabilities Act, which prohibits discrimination based on disability in “places of public accommodation.” JPMorgan Chase designed a branch that prioritizes the needs of customers who are deaf and hard of hearing, and introduced one of its key features into the bank’s other locations last year. Regions Financial in Birmingham, Alabama, upgraded the wheelchair lift in its portable branch when it replaced its old vehicle in 2019. A challenger bank in Turkey developed a debit card that gives users a verbal heads-up on what they are about to spend.
These advances are significant because digital banking has replaced only some of the needs for customers with disabilities to navigate branches, ATMs, contact centers and in-store spending. Moreover, “Disability impacts all of us, either temporarily or permanently,” said Marsha Schwanke, a specialist at the Southeast ADA Center, which provides technical guidance on the ADA.
Some traditional bank spaces are lacking in this regard. An April report from Deloitte about how banks can better serve people with disabilities surveyed 1,000 people who self-identified as having a disability and 1,000 caregivers. About half said that banks could elevate their experience with assistive technologies. These could include Braille keypads, larger screens, more ergonomically designed keypads, voice-to-text or text-to-voice tools and specialized software for those with autism spectrum disorders, said Val Srinivas, banking and capital markets research leader at Deloitte. Also important to this community are evening and weekend hours that extend the time that caregivers can accompany their clients to physical locations.
Here are five notable ways that banks are removing barriers to customers with disabilities.
Read on at https://www.americanbanker.com/list/voice-cards-video-calls-5-innovations-in-accessibility-and-banking?fbclid=IwAR2bPDaChWE1DYAFKW7NlsjZlkHdGlGthOlsw_i3D4uh7RR3829etUFWDoo.
![[Image Description for the flyer: The top of the flyer has a blue background and the outline of a brain with different shapes and patterns within. In the center of the first page, in white text with a green background reads “PARTICIPANTS NEEDED. Research participants needed for a study on a novel ASL-based measure of cognitive functioning.” Smaller text below in black with a white background reads “Are you Eligible? d/Deaf or hard of hearing, age 50+, fluent in American Sign Language (ASL). What are the study requirements? 1. Complete background survey (20 minutes). 2. Meet for interview through Zoom (60-90 minutes). Why should you participate? Compensation: $40 gift card. Participate in development of resources for deaf signers.” The bottom section of the page over a green background reads "TO PARTICIPATE: Scan QR code or click here to access study description and to complete eligibility screening or contact Erin Timperlake - Primary Researcher at ASLCogStudy@gallaudet.edu. Text box at bottom of page reads “Gallaudet University IRB Approval: IRB FY23-49”]](https://www.delawaredeaf.org/wp-content/uploads/2023/07/ASL-Cognitive-Research-Summer-2023.png)