Nationwide Building Society has launched a pioneering service called Speak Easy in all of its 605 branches to assist customers with communication challenges. The new initiative features customised cards that display images and phrases to facilitate smoother interactions with staff. These cards aim to aid customers in various banking tasks such as managing finances, reporting lost or stolen cards, and identifying potential frauds or scams.
Some of the phrases on the Speak Easy cards include requests like “Please speak slowly” and “I think I have been scammed.” The cards also offer assistance for using ATMs and accessibility options such as requesting large font letters or audio support. The cards are colour-coded for easy identification, with red denoting urgent issues like scams, green for general help, and yellow for support services like making payments.
Collaborating with charities such as the Stroke Association and the British Institute of Learning Disabilities (BILD), Nationwide sought feedback from individuals facing communication difficulties to ensure the initiative’s effectiveness and accessibility. This service aims to assist a diverse range of individuals, including those with autism, speech or cognitive impairments, or conditions like Motor Neurone Disease (MND).
According to the Royal College of Speech and Language Therapists, approximately one in five people in the UK may experience communication difficulties at some point in their lives. The Speak Easy initiative holds promise in providing valuable support to customers who require additional assistance during their banking interactions. The service builds upon Nationwide’s commitment to enhancing accessibility, following previous collaborations with Dementia UK to introduce Admiral Nurses clinics at over 200 locations.
Nationwide’s director of retail services, Mandy Beech, emphasised the importance of providing various communication options for customers, including the Speak Easy service alongside access to British Sign Language interpretation through the SignVideo service. Speaking on behalf of the Stroke Association, Caitlin Longman highlighted the significance of tools like the Speak Easy cards in improving communication for individuals facing challenges such as aphasia.
The Speak Easy service is part of Nationwide’s efforts to create a more inclusive and supportive environment for all customers visiting their branches. By expanding this service nationwide, Nationwide aims to cater to the diverse needs of its customer base and ensure a positive and empowering banking experience for everyone.