Commercial Bank: We have made communication with the bank easier for the hearing impaired

This bank also thinks of specific clients

We have already mentioned that we have been working with Komerční banka for a few years. So we were pleased when they approached us at the beginning of 2024 with a new project – BezPřekážek.

The essence of the project was to create a website that serves well

• the hard of hearing
• the deaf
• and visually impaired people
• as well as people with mobility disabilities

So we got to work on it.

Communicate with the bank calmly in sign language

The most important thing that the entire project had to achieve was to simplify the entire communication between the bank and disadvantaged clients. 

Task number 1: As a client, you need advice from the bank, but you have difficulty typing on the keyboard. What to do?

How it was before: Commercial Bank had created contact forms for its regular clients, where they could briefly describe their problem. However, this posed significant challenges for our specific group of clients. So we did it differently.

How we improved it: From now on, they can record their inquiry as a video in sign language. Simply and in no time. 

Task number 2: how does Komerční banka handle sign language?

The option to teach all employees sign language would be far beyond budget. Therefore, we came up with a better and cheaper solution. 

How we devised it: A recorded video query is sent to Transkript. This is a team of people who may have various health limitations themselves. But most importantly – they understand sign language. The recorded query is processed into text form and sent to the bank. 

Task number 3: you will receive a video back

Although the bank responds with text, everything is sent back to Transkript. They will convert the entire response into a video in sign language and send it to your email inbox. All of this will be done within 5 business days at the latest.

Important question: is it safe?

Definitely yes. Every question and its answer are secured with a unique link. This link is protected by a hash (a string of letters and numbers = as unique as your fingerprint) and other parameters to ensure security. 

Additionally, we will automatically delete the uploaded video after 30 days.

Hearing-impaired individuals can also read the conversation

Communication over the phone can be complicated for people with hearing impairments or seniors. Some may even start to avoid it intentionally. That’s exactly what we wanted to change! A call with the bank will no longer be a struggle for those who have difficulty hearing – we have created a text call. 

This means that everything the bank operator says into the receiver is automatically transcribed into text form. As a client, you not only hear this transcription but also read it on the display at the same time.

You can arrange a text call literally with one click

How does it all work?

1. On the bank's website bezprekazek.kb.cz, enter your phone number in the prepared field and click the "Call me" button.
2. The call comes immediately: as soon as you enter your number, the bank's system will call you back as soon as possible. A window for online transcription will appear on your computer screen at the same time.
3. We will connect you with a bank operator: after connecting to the bank's hotline, you will receive a written instruction in the online transcription window that everything is ready, and you can start asking your questions.

You definitely need to know that:

• all spoken communication from the operator is literally displayed in text form,
• the service is available on weekdays between 9:00 AM and 6:00 PM,

you can also ask questions in written form – in the top line, you write and send your question, which will be read to the operator by an automated voice.

You navigate the website intuitively

You know exactly where to find everything on the website. Clear structure and suitable elements – such as CTA buttons or colored boxes – smoothly guide the visitor through the content. 

And the preparation of the web design itself? Komerční banka is characterized, among other things, by a completely strictly defined brand manual. Our design team treated it practically like a bible – they followed it in every step. 

Every project of ours is responsive

Clients often ask us about it in initial meetings, and we always respond: for us at PUX, website responsiveness is an essential part of our work, and you will always receive it from us.

We designed the Komerční banka website to adapt to all devices – from computers to tablets and mobile phones.

Are you looking for a similarly extensive and advanced solution for your business? Contact us!