Digital Inclusion for the Visually Impaired
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This document discusses initiatives by Talk Direct and O2 to promote digital inclusion for visually impaired customers. It profiles Mark Skelton, who developed a visual impairment and now helps others adapt to technology. Initiatives described include training employees on accessibility, collaborating with RNIB, and hosting events to introduce visually impaired customers to accessible mobile phones and apps. The goal is to help more visually impaired individuals overcome barriers to technology and employment through these inclusive programs.
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- 1. 1 Linda Jones Sales Operations Director @lindasfjones, talk-direct.com Digital Inclusion Mark Bather/Martin Jordan Slough 5th May 2015
- 3. 3 @lindasfjones, talk-direct.com Kim was born with 10% vision – This is how she uses Twitter
- 4. Mark Skelton’s Story • Talk Direct, O2 Franchise in Yorkshire (14 stores) • For 6 years, Mark was the ASL at Rotherham • Developed eye condition Diabetic Retinopathy • Registered Blind in 2014 • Can no longer do the ASL job! • Mark uses his disability to help others • Uses a smart phone to #BeMore Digital • Received the Action for Blind Employer Award • ‘See the Capability, not the Disability’ • Please follow @marklskelton, Project iCare 4 @lindasfjones, talk-direct.com
- 5. 5 Did you know… • 2 million people living with sight loss in the UK (1 in 30 people) • 360k registered blind/partially sighted • 2 in 3 are unemployed … • Almost 25k blind & partially sighted children in UK (2 in 1,000) • 96.5k people who have a learning disability suffer from sight loss • Feel ‘moderately’ or ‘completely’ cut off from people and things around them .. • Data source - Action for Blind, RNIB website @lindasfjones, talk-direct.com
- 6. 6 @lindasfjones, talk-direct.com Early Research - RNIB phones are expensive & have limited functions
- 8. iPhone • Zoom • Voiceover/Speak Selection • Inverted Colours text Size/Bold • LED Flash for notification • Siri Voice Control • ..and more 8 Accessibility within handsets Android • Talk Back • Google Now • Font Size • Magnification Gestures • High Contrast • Colour Correction • ..and more @lindasfjones, talk-direct.com
- 13. • Do guide to a seat • Ask the customer their level of visual impairment • Ask the customer their current handset and offers • What else would their customer like • What’s important for the customer • Try to offer more than one solution • Explain T&C’s, refund and exchange policies • To involve their friend/family member as they will be the sounding board 13 Do’s & Don’ts • Don’t assume the customer has no vision • Do not use the word ‘Blind’ - the correct term is ‘Visually Impaired’ • Try not to sound patronising as customer will pick up on any negative vibe • Try not to treat the customer any differently • Do not fuss the customer’s Guide dog! @lindasfjones, talk-direct.com
- 15. 15 @lindasfjones, talk-direct.com Action for Blind Technology Day, Living with Sight loss
- 17. 17 @lindasfjones, talk-direct.com iPhone 6S Launch with a twist • Customer had a major accident in the 80’s • Zero eyesight • Suffered with other disabilities • Wheelchair bound • Limited use to one arm • Never seen a mobile phone! • Apple iPhone - Using the headphones and microphone to activate Siri • Neil said “ I can’t believe how simple and easy the phone is to use and it’s brilliant that people have taken the extra time to show me what to do “
- 18. 18 @lindasfjones, talk-direct.com Sheffield Hallam University • Enterprise Project • School kids aged 10-11 years old • To invent a product for the Visually Impaired market • To create design, market & sell their ideas • To present to the judging panel - Mark Skelton was one of the Judges
- 19. 19 @lindasfjones, talk-direct.com SRSB Opportunity - Mail Shot 3500 VI people in Sheffield, email marketing & Radio interview – Guru Tech Day
- 20. 20 @lindasfjones, talk-direct.com Opportunity for the wider O2 • Made the Mark – Local & National level • Guru Tutorial Class • RNIB / O2 Partnership • Helping O2 Enterprise – Lambeth Council • Partially Sighted (Social Isolation) • To reach out to the visually impaired / disabled markets – Digital Inclusion CSR, Think BIG
- 21. 21 @lindasfjones, talk-direct.com Talk Direct Accessibility website - Browsealoud
- 23. 23 @lindasfjones, talk-direct.com Brenden – O2 Guru Dewsbury