In 2017 we embarked on becoming a Dementia Friendly Organisation in the ACT. We soon realised that as a bank we could make minor changes to our processes, practices and our environment that would make a real difference in making people feel welcome, included and valued. This empowered them to actively participate in their local communities.
We collaborated with some key disability service providers to develop a blueprint for inclusive and accessible branch design. Their expert insights guided us to consider lighting, colour, acoustics, surfaces and signage that didn’t necessarily cost more, but greatly enhanced the day-to-day banking experience for people living with disability.
Our inclusive and accessible branch design has now become our blueprint for all future branch refurbishments, ensuring that banking as an essential service is inclusive helps us connect with everyone in the communities we serve.