Accessible Communications: Calibrating the User Experience

Accessible Communications: Calibrating the User Experience on YouTube

(Centered at the top of every scene of this video is the title “Accessible Communications: Calibrating the User Experience)

(Upbeat music is playing for the duration of the video.)

>> Narrator: After receiving many questions about accessible communications from our customers in financial services, telecom and healthcare, it’s clear they’re interested in learning how to improve the user experience.

(A character depicting a T-Base representative is seated at his desk, receiving emails. Chat bubbles appear with frequently-asked questions from T-Base customers inside: “What legislation must I comply with?”, “How can I communicate online with subscribers who are blind?” & “What alternate formats can I offer my customer who has low vision?” The T-Base representative gestures he has an idea: he sticks his finger in the air as a light bulb appears to the left of his head.)

>> Narrator: So, T-Base went straight to the source and asked consumers who are blind, deaf-blind or partially sighted about the accessibility of information from their service providers.

(The T-Base representative and his desk slide to the right of the screen, as “Blind”, “Deaf-Blind” and “Partially Sighted” appear as bullet points one after the other. “What is your experience?” then appears to the right of the bullet points taking the T-Base representative’s place after he has completely slid off the screen.)

>> Narrator: We received feedback on financial institutions, mobile phone companies, home phone companies and healthcare plan providers.

(A piggy bank graphic slides upward and “Financial Institution” appears above it; a mobile phone graphic slides upward and “Mobile Phone Company” appears above it; a landline phone graphic slides upward and “Home Phone Company” appears above it; a graphic of the healthcare cross slides upward and “Healthcare Plan Provider appears above it.)

>> Narrator: Consumers reported on their experience inquiring about and ordering alternate formats via call center, in person and online, and they reported on the delivery of and satisfaction with their requested documents.

(The following graphics appear: a phone with “Call Center Experience” over it, a silhouette of a man’s head with “in-person experience” on it, a desktop computer monitor with “online or mobile app experience” on it, an hour glass with “Delivery of Documents” on it, and an envelope with “Satisfaction with Documents” on it.)

>> Narrator: Findings suggest this market is highly underserved. In fact, 71% of respondents reporting on delivery said it took two or more weeks to receive the requested documents.

(An image of a map of North America appears with markers indicating where in North America respondents reported from, the vast majority being in the United States. Three key statistics appear in text: 51% of respondents reported they never found it when asked how easy it was to find a section for accessibility help, 63% of responses stated no accessible formats available when asked what accessible formats of brochures about their products and services were available, and (appearing just below a graphic of an hour glass) 71% of respondents reported delivery of requested documents took 2+ weeks)

>> Narrator: Download the full report & spread the word on social media.

(“To download the full report, visit:” appears in text, followed by the T-Base circular logo below it, followed by “Share this video on social media” and the logos for YouTube, Facebook, LinkedIn, Twitter and Google+.)