Project description:

Challenge: Creating an inclusive banking environment where clients with hearing impairments could receive high-quality financial services without barriers. Through traditional communication channels, some clients could not fully and comprehensively interact with the bank. There was a lack of experience in developing a suitable and accessible solution that would provide sign language communication with banking specialists directly, eliminating the need for intermediary translators, thereby ensuring complete confidentiality for the client.

Solution: The project involved developing a unique video consultation service in Ukrainian sign language in two stages: launching the service in the Privat24 mobile application and expanding it to all bank branches. Recommendations from experts and service beneficiaries were taken into account. Clients can connect via the application, which is also possible even when holding a phone in one hand. For branches, employees underwent basic sign language training, which enables them to organize a video connection with a contact center operator who is proficient in sign language.

Result: The service has increased accessibility and eliminated communication barriers, ensuring direct, comfortable, and confidential communication between clients with hearing impairments and bank specialists. The speed and quality of resolving pressing requests and client satisfaction have increased. This unique solution for the Ukrainian banking sector sets the tone for positive changes in the field of inclusivity and demonstrates PrivatBank’s commitment to creating a space of unlimited opportunities for all clients. Currently, the bank provides approximately 220 consultations in sign language per month.

Partners:

NGO All-Ukrainian Association of Sign Language Interpreters and People with Disabilities

Category: Social Change

Company: JSC CB PRIVATBANK

About the company: 

PrivatBank is the largest state-owned bank of Ukraine. The Bank serves over 18 million active customers, while over 70% of Ukrainians use its services. The Bank is a leader in retail banking, continuously introducing new services and improving existing ones for small and medium businesses, and has created a strong digital ecosystem and extensive branch network. Over 18,000 employees make up PrivatBank’s team.