1. Welcome!

2. Signposting
Sponsored
by:
and
Accessibility and Inclusive Design
Through Business Analysis

3. 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.

4. Welcome to Barclays
Steve Brown
Senior Business Solutions Analyst

6. Welcome
Kathryn Townsend
Accessibility Lead

7. Signposting
Building the Most Accessible
Bank
Inclusive Design and Accessibility at Barclays
21 May 2014
Kathryn Townsend

8. 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 Bank
Company confidential
8 | CN Strategy and Planning | May 2012

9. If we stop thinking about ‘Disability’ and instead think
‘Accessibility’; we’ll see barriers everywhere
9 | Barclays presentation title | 30 January 2012

10. 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

11. 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)

12. 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

13. So what can we do?

14. Company confidential
14 | Accessibility at Barclays | 18 March 2014
Customers and clients
It’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

15. 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

16. 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
CostofChange
16 | IIBA Accessibility Event | May 2014

17. 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

18. Accessibility Standards provide guidance & create
consistency – but they need to be applied
universally
18 | Barclays presentation title | 30 January 2012

19. Draw information from the people who are closest
to the issues
Company confidential
19 | Accessibility at Barclays | 18 March 2014

20. 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

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

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

23. Welcome back!

24. Welcome
Debbie Paul
BCS Chief Examiner
Managing Director Assist Knowledge Development Ltd.
Co-Author of Business Analysis, Business Analysis Techniques and The Human Touch

25. Q&A Session
Craig Fox-Dowden
Dave Baskerville
Richard Patrick
Michelle Gregory
Lead Business Solutions Analysts
Kathryn Townsend
Accessibility Lead
Debbie Paul
BCS Chief Examiner
Managing Director Assist Knowledge Development Ltd.
Co-Author of Business Analysis, Business Analysis Techniques and The Human Touch

26. IIBA Announcements
Steve Brown
Senior Business Solutions Analyst

27. 27 | Barclays presentation title | 30 January 2012
• High Value Events
• Networking Opportunities
• Qualifications
• Knowledge Sharing
• Membership Benefits
• http://uk.theiiba.org

28. Thank you!