Project: Designing Professional and Empathetic Barrier-free Banking Services in Taiwan, Joining Hands with Industry Peers to Break Through Competitive Mindset, Comprehensively Implementing Inclusive Finance 

Company: Taipei Fubon Commercial Bank Co., Ltd.

Client: In-house Project

Country: Taiwan 

For financial customers, an accessible environment means that everyone can make convenient and independent choices, including sign language communication for the hearing-impaired, audio reading services and signature assistance for the visually impaired, using easy-to-read financial service manuals in advance to reduce anxiety, and elderly individuals over 65 can easily understand the business process through explanatory enlarged graphic and text designs on transaction. Taipei Fubon Bank has steadily implemented these services over the past three years as part of its inclusive financial service concept.

Taipei Fubon Bank seeks to bring everyone into a financial-friendly service network and become the first financial institution to break through competitive thinking. As of April 2024, 26 hearingimpaired customers had used sign language translation services at Taipei Fubon Bank branches. Over 1,800 people with disabilities use Taipei Fubon Bank's signature and reading assistance tools to exercise their right to sign and read, thereby improving their quality of life. Furthermore, over 9,000 people with intellectual disabilities or those in need have used Taipei Fubon Bank's simple guides to practice interaction processes with the bank before transactions, reducing fear and avoidance of dealing with the bank.

To expand the number of beneficiaries, Taipei Fubon Bank has selflessly provided its design experience, templates for various types of customers' assistive tools, and AI design files for easy-to-read manuals designed for the visually impaired, "free of charge" for financial industry peers to use (13 institutions have requested assistive tool templates, and 23 institutions have requested easy-to-read manual design files). Through Taipei Fubon Bank's universal design, financial peers who request the above items can reduce the cost of making templates and designs, directly produce their brand's customer service assistive tools, and provide friendly services for inclusive finance

Taipei Fubon Bank has been promoting a series of financial-friendly services for people with disabilities since 2021, including optimizing hearing-impaired, visually impaired, and mentally impaired financial services, focusing on various customers' financial rights, and continuously improving financial service process pain points through service design. Furthermore, a "Financial Friendly Service Zone" has been established on the official website, and it has been certified by the Taiwan National Communications Commission (NCC) with the "highest level AAA accessibility logo," allowing customers to obtain relevant information via web browsing without being limited by vision, hearing, mobility, and so on, making financial services more accessible.