Making websites accessible

In 2006 Royal Bank of Scotland (www.rbs.co.uk) began research to find out whether disabled customers had any problems using its websites. Twelve people with disabilities including visual impairments, motor impairments and dyslexia took part in the first phase of the testing, which looked at three websites: RBS Digital Banking, privilege.co.uk and rbs.com.

While the tests showed that the sites appeared to offer a high degree of accessibility, some minor issues were discovered, including missing labels, inappropriate colour contrasts and navigation difficulties. All of  these have now been resolved or their resolution built into other projects. A second phase of testing is now under way.

As a result of customer feedback RBS has reviewed some of its products. Affinion is a provider used to offer RBS customers access to non-banking services. In February RBS signed off an update to Affinion's DDA policy, which brings the provider more closely in line with RBS’s own policy. This review prompted a number of actions and improvements, including additional/refresher training for call centre staff to ensure Textphones and Typetalk services are always available and a review of the discounted hotel and dining benefit accessibility and booking process for visually impaired customers, leading to the introduction of a call-back process.