Welcome!

Signposting

Sponsored by:

and

Accessibility and Inclusive Design Through Business Analysis

Welcome to Westwood Park

There is no test planned this evening. If the alarm does sound, please make your way to the Fire Escape doors situated at the far end of the room. The assembly point is behind the multi-storey car park, follow the event co-ordinators. An event co-ordinator has a blue name badge.

Ladies and gents toilets can be found in the foyer, turn left as you leave this room, follow the corridor and both the Ladies and Gents toilets will be on your left as is the facility for disabled guests. Please ask an event co-ordinator for more information.

Westwood Park is a non-smoking site, however we do have a designated smoking area - please ask an event co-ordinator for more information.

Please hand back any visitor access cards as you leave to an event co-ordinator.

Welcome to Barclays

Steve BrownSenior Business Solutions Analyst

Welcome

Kathryn TownsendAccessibility Lead

Signposting

Building the Most Accessible BankInclusive Design and Accessibility at Barclays

21 May 2014Kathryn Townsend

By ensuring our products and services are

inclusive for all our customers, no

matter their needs, we will achieve the goal of being The Most Accessible

BankCompany confidential

8 | CN Strategy and Planning | May 2012

If we stop thinking about ‘Disability’ and instead think ‘Accessibility’; we’ll see barriers everywhere

9 | Barclays presentation title | 30 January 2012

In numbers

10 | Barclays presentation title | 30 January 2012

• ‘Purple Pound’ (disabled spending power) estimated £80 billion

• Tesco – saw £13m increase in annual review via online home grocery service following £35k investment in accessible website

Financial Context

•Over 10 million people with a limiting long term illness, impairment or disability in Great Britain

•The prevalence of disability rises with age, with almost 1 in 2 people over state-pension age being disabled.

External Context

A landmark ruling against RBS in 2009 saw a disabled man win his fight for access to his local branch in a decision that sent a clear warning to businesses that fail to take seriously their responsibilities as service providers under the Equality Act and changed case law.

Regulatory Context

1 in 6 UK Residents is over 65. Almost 1 in 2 over 65’s have a disability of some form

Over 65’s are our most profitable customer segment

There are perception issues…

11 | Barclays presentation title | 30 January 2012

“The man at my bank was quite rude when I asked for a credit card – he said:

 ‘Disabled people don’t work – you won’t be

able to have one’ 

I felt terrible and angry – I don’t use branch banking any more – I’ve lost my confidence”

2010 (not a Barclays branch)

And practical issues…

12 | Barclays presentation title | 30 January 2012

“I wish my bank did not rely on using the phone so much. I’d like to be able to use text

and emails more, or have a more deaf friendly secure system so that I can access my account

in the same way as other people”

Sally – deaf

So what can we do?

Company confidential

14 | Accessibility at Barclays | 18 March 2014

Customers and clientsIt’s about ensuring that we do not deny access to any of our products or services because of someone’s disability or impairment.

Sometimes this is about introducing new technology to open up communication channels…

Such as Sign Video for British Sign Language

(BSL) users

Or ‘high vis’ debit cards for people with visual impairments and/or

dyslexia

Company confidential

15 | Accessibility at Barclays | 18 March 2014

Customers and clients…But sometimes it’s about thinking differently about the services we already have, and finding ways to break down historical barriers…

Such as Talking ATMs for blind people, developed with the RNIB

For you, it’s about building Inclusive Design in from Day 1

The later change is introduced into a design the more costly that change is to delivery

Cos

t of

Cha

nge

16 | IIBA Accessibility Event | May 2014

Inclusive Project Design: What is it?

When working on change projects which will impact people (customers, colleagues or the general public), it is imperative to consider the impact upon the end user, their needs and document the decisions made. This will ensure that we:

Consider the impact of projects on all user groups such as people with different physical and mental abilities, people different ages and/or cultural backgrounds

Leverage different view points to give us a competitor advantage

Document our approach so we have consistent records to mitigate reputational and financial risk

Meet local international/country standards and legislation such as the Equality Act 2010 in the UK, W3C internet standards

Company confidential

17 | Inclusive Design Standard – D&I | December 2012

Accessibility Standards provide guidance & create consistency – but they need to be applied universally

18 | Barclays presentation title | 30 January 2012

Draw information from the people who are closest to the issues

Company confidential

19 | Accessibility at Barclays | 18 March 2014

Don’t underestimate the potential every project has to be a little more inclusive

There are more than

10 million

people in the UK

with some form of hearing

loss

Over to Chris McCausland to tell us, in his words, about Inclusive Design…

A closer look at how the roadshow will bring to life Barclays’ range of Accessible Services

Welcome back!

Welcome

Debbie PaulBCS Chief Examiner

Managing Director Assist Knowledge Development Ltd. Co-Author of Business Analysis, Business Analysis Techniques and The Human Touch

Q&A Session

Craig Fox-DowdenDave Baskerville

Richard PatrickMichelle Gregory

Lead Business Solutions Analysts

Kathryn TownsendAccessibility Lead

Debbie PaulBCS Chief Examiner

Managing Director Assist Knowledge Development Ltd. Co-Author of Business Analysis, Business Analysis Techniques and The

Human Touch

IIBA Announcements

Steve BrownSenior Business Solutions Analyst

27 | Barclays presentation title | 30 January 2012

• High Value Events

• Networking Opportunities

• Qualifications

• Knowledge Sharing

• Membership Benefits

• http://uk.theiiba.org

Thank you!