David Caldwell, Senior Digital Accessibility Consultant at Barclays

1. Title slide- image as background
Building the most accessible and inclusive FTSE company
Mobile UX London – August 2019
David Caldwell - @CFUNN

2. An architect has to consider society in general.
Society includes disabled people. They’re an
important minority and any architect worth his salt
must take this into account
Mr Silcock
Assistant General Manager – Property Division

3. 2012 – the turning point

4. Cash machines cause a revolution

5. New focus – new teams
IT Accessibility Team
• Embedding accessibility into mainstream
• Improving Workplace Adjustments
• Identifying and driving improvements in digital
• Training our technologist
Customer Accessibility Team
• Specific accessibility products and services
• Customer engagement and complaints
• Training our frontline
Accessible Technology Charter
1. Executive Level ICT Champion
2. How technology can liberate
3. Consultation
4. Personalisation of technology
5. Adjustments
6. Disability know-how
7. Accessible Maturity Model
8. ICT development lifecycle
9. Procurement and suppliers
10. Continuous improvement

6. One of our ambitions is to become the most accessible and inclusive bank
for all our customers and clients.
We do this, not only because it makes good commercial sense, but
because it's the right thing to do.
It's consistent with our values and culture of helping everyone achieve
their potential, and consistent with our vision of becoming the 'Go-To'
bank.
Sir David Walker, Barclays Group Chairman

7. Embedding accessibility

8. Listening to customers works
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19
35
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8
13
16
-10
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0
5
10
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20
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35
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2014 2016 2017 2018
Accessible NPS Barclays NPS
Strategy without consultation will never truly
succeed.
Since 2014, accessible Net Promoter Score (NPS)
has been tracked against Barclays NPS to guide
our work
In 2017, we overtook the Barclays NPS by truly
listening to our customers and colleagues
Insights included:
• Launching a lip-speaker service
• Using data to enable chat services for deaf
customers
• Using data to proactively engage customers

9. One of our ambitions is to become the most accessible
and inclusive FTSE company for all our customers and
clients.
We do this, not only because it makes good commercial
sense, but because it’s the right thing to do.
Ashok Vaswani, Group Disability Champion

10. A more focused strategy
EXTERNAL PARTNERING
• Sustain thought leadership
• Build and support UK accessibility community
• Build talent pipeline in UK
• Engage with best practice organisations
Outcomes: Influence suppliers, drive innovation
and grow community
GOVERN
• Digitise, streamline measure and improve
governance
• Embed patterns and maintain accreditations
• Embed controls in process and build partner
relationships
Outcomes: Strengthen control environment,
measure accessibility benefits and project risks
INTERNAL PARTNERING
• Business partnering: Grow champions and
deliver the “right change”
• Engage technology leadership to drive change
• Leverage AMM to demonstrate maturity and
improvement areas
Outcomes: User feedback, consultation and
partnering
EQUIP
• Training: Further extend and roll out online &
Face to face training. Embed training into
existing talent programmes and BAU
inductions
• Tools: Identify and adopt automated testing
tools.
Outcomes: Grow capability & capacity
Digital Accessibility
Strategy

11. From ‘have to’ to ‘want to’
Inspiring hearts
Educating heads
Enabling hands

12. Agile means opportunity
Fundamental shift in delivery approach has
allowed us to:
• Embed accessibility into the process
• Align accessibility consultants to
products
• Align accessibility with other control
areas e.g. Info Sec and Architecture
• Become more granular in requirements
GIVEN THE CONTEXT of a customer or
colleague with a mobility impairment who is
unable to use a mouse
I WANT TO be able to navigate and operate
the website using the keyboard alone (or a
similar input device)
IN ORDER TO successfully complete my task
TO ADDRESS one or more
information/interaction needs, avoiding
potential Conduct, Reputational and Legal
Risk

13. The importance for vulnerability
1 in 2 adults in the UK have a
numeracy level lower than
expected of a child aged 11
or below +
1 in 2 adults in the UK have
less than £300 in savings +
800,000 people in the UK are
living with dementia. Set to
double by 2060 +
1 in 8 adults have an unpaid
caring responsibility for a
friend or family member +
+ data taken from Association of British Insurers – addressing customer vulnerability guide 2017
4.95 million UK adults have
never used the internet!
! data taken from ONS UK Internet Users 2019
1 in 7 adults in the UK have a
literacy level lower than
expected of a child aged 11
or below+

14. Top tips for getting going at scale
1. Get a champion
2. Use the Accessible Technology Charter
3. Don’t do it yourself
4. Involve your customers
5. Make it someone’s (or lots of people’s) job

15. Resources and contacts
Twitter @CFUNN
@BarclaysAccess
Websites www.barclays.co.uk/accessibility
www.barclayscorporate.com/accessibility
Resources YouTube – Search Barclays Accessibility Explainers
Accessible Technology Charter – Business Disability Forum
Vulnerability – YouTube – Search Building inclusive products for vulnerable
circumstances