Q: At NatWest Group we’re working to a vision of ‘accessible by design’. What does that mean and how does it affect how we serve customers digitally?
We think about the social model of disability. This focuses on the environment that disables people, rather than their impairment. Becoming ‘accessible by design’ is about making accessibility part of our culture and mind-set across the bank. And, by using inclusive design we intentionally design for accessibility – design for the one, work for many.
One way we think in this mind-set is through our Inclusive Design panel which involves customers and colleagues feeding back on new ideas, products and tools to help us ensure we’re considering accessibility in everything we’re doing.
You can read more about the Inclusive Design panel’s work from Ruth Taplin, one of its members.
Q: Why is it important that we keep progressing our accessibility work?
Designing for accessibility is an ongoing process. As a bank we’re constantly learning and adapting to changing behaviours and technology. With digital playing a significant role in how people bank, it’s important that we’re putting accessibility at the heart of everything we do.
When we get digital accessibility right, it removes the barriers that our customers may face when they use our services.
Q. What are we doing to support colleagues with different abilities?
Our colleagues are the heart of our business, so it’s important that we empower all their abilities and harness the strength that diversity brings us as an organisation.
Our employee led Enable Network works to promote awareness of disability and celebrates the diversity and strengths it brings. The Neurodiversity Alliance plays a really important role in raising awareness of and educating colleagues about disability and neurodiversity and helps to advocate for better inclusion and accessibility for everyone.
Q: What drives your passion and enthusiasm for your work?
This is quite personal as someone who is dyslexic, I understand some of the barriers you can face, but also the potential of digital to be the solution. Also, having listened to a lot of customer feedback sessions, I know the very real impact of getting this right for them. I think I’ve got the best job, as I get to play an important part in helping to empower people to independently manage their finances.
