CaixaBank has become the first financial institution to launch an in-branch sign language video interpreting service, setting a new standard for accessibility and inclusion in banking. The innovative service, known as SVisual, allows hearing-impaired customers to engage with bank representatives through real-time video interpretation provided by qualified interpreters.
This groundbreaking initiative enhances communication during branch appointments, promoting transparency and autonomy for hearing-impaired individuals. It is particularly valuable for addressing complex financial matters, such as investment and financing options, in a clear and accessible manner.
SVisual is available free of charge and can be accessed by scheduling an appointment via email with a branch manager or through the CaixaBankNow app. Currently, the service is being piloted at 120 branches across Spain’s autonomous regions, with plans to expand nationwide by early 2025. The service was developed in collaboration with the Fundación CNSE, a non-profit organization dedicated to eliminating communication barriers for the deaf community, and supported by Spain’s Deaf People’s Association network.
This initiative is part of CaixaBank’s broader commitment to accessibility and financial inclusion. The bank has made significant strides in ensuring its facilities and services are usable by all, with 86% of its branches fully accessible and 99% of ATMs adapted for individuals with disabilities. Additionally, CaixaBank offers Braille-enabled cards, accessible point-of-sale terminals, and digital platforms tailored for users with sensory impairments.
CaixaBank’s efforts extend to digital channels, including its website, the only one in Spain’s banking industry to achieve AA accessibility certification under W3C-WAI guidelines. With initiatives like SVisual, CaixaBank continues to break barriers, demonstrating its dedication to creating an inclusive financial ecosystem for all.
