BANKING SERVICE AND EXPERIENCE DESIGN FOR PEOPLE WITH DISABILITY

Service design | User Research

DESIGN PROCESS AND METHEDOLOGY :

RESEARCH (BASED ON PRIMARY AND SECONDARY) :

What is the status of a person with a disability?

• Disability refers to an individual who lacks abilities to perform an activity in the manner or within the range considered normal for a human being.
• The country has about 2.7 Crore people categorized as Persons with Disability (PwD).
• This mainly comprises of people with blindness, low vision, hearing impairment, locomotor disability, mental challenges, and mental illness.
• Those with locomotor disability account for the largest share (20%) amongst the differently abled followed by those with visual and hearing disability. • Mostly they depend on the person from family

• 70% Banks are not taking care of their banking accounts (including government and private banks)
• 40 % leaves in the Urban area out of which 10% are working + doing business.
• A large number of 11 crores elderly also struggle with similar disabilities impacting their banking activities.

PROBLEMS FACED BY THE HEARING IMPAIRED WHILE BANKING :

• When a person who cannot hear goes to a bank, the first problem they face is the fact that unless they are proficient at lip reading, they will find it difficult to communicate with the bank officials or tellers even when undertaking simple tasks like withdrawing money or depositing cheques.

• An important point to remember is that most hearing-impaired people are more familiar with sign language than with English, and so can get confused by the complicated language used by the banks in their brochures and information booklets.

• If a deaf customer is communicating with the bank official by writing out instructions, it could take a longer time than other customers and they might face problems with other customers.

• problem is exacerbated when using customer care services for banks, which are usually available only on the phone. With a lack of technological options for the hearing impaired, they are unable to access the systems or interact with customer care executives, which make it difficult for them to avail of all banking service facilities.

PROBLEMS FACED BY THE VISUALLY IMPAIRED WHILE BANKING :

• Visually impaired customers can find it difficult to understanding the terms and conditions of banks and their services, because the language used to describe services and procedures is confusing and complicated .

• Often, a booklet with the terms and conditions is simply handed over with no concern for how the person is supposed to read them .

• Visually impaired people might also face problems in distinguishing details on cheques and other financial instruments which, unlike currency, do not have physically distinguishable marks on them.

• Visually impaired customers often face a lot of problems while using automated machine, because the keys are not marked with recognisable lettering in Braille. Even when there is a token raised symbol on the middle key or Braille markings on the keypad for tactile recognition, there is still the problem that what is being displayed on the touchscreen , as well as the instructions on how to proceed with a transaction, are not capable of being communicated.

• Most ATMs in India are not equipped with an audio jack, and so can’t be used by blind customers who want to connect headphones and hear the display on the screen.

• There is also the problem of signature mismatches, especially when it comes to opening accounts and signing cheques. Currently the bank ’ s solution is to not have the person with disability/ies sign the cheque, which is not a solution that works consistently, especially when a person with disabilities is running a company.

• There should be a separate process in place to facilitate the issuance of cheques by the visually impaired

PERSONAS