On 29 September 2024, the Privat24 app officially launched a video consultation service in Ukrainian sign language. This is a unique solution for banking applications in Ukraine, developed by PrivatBank specialists, which allows customers who speak sign language to receive advice directly from bank specialists.
To use the service, you need to go to the Privat24 mobile application, then go to the ‘Communications’ section (headphones icon) at the top right of the screen and select the ‘Sign Language Consultation’ section.
‘In 2023, PrivatBank adopted its own Barrier-Free Strategy and is confidently moving forward with its implementation. The sign language video communication service is one of the steps on this path. It became possible due to the hard work of our teams, the development of internal expertise in barrier-free accessibility, and a cross-cutting understanding of the importance of creating solutions to overcome barriers. We put the customer and their needs at the center of everything we do, so this solution is a response to one of the most complex but extremely relevant social requests,’ said Olesya Zhulynska, Head of Communications and Public Relations at PrivatBank.
PrivatBank employees have studied and continue to improve their knowledge of Ukrainian sign language with the help of professional trainers from the All-Ukrainian Association of Sign Language Interpreters and People with Disabilities.
‘As sign language interpreters, we understand the challenges that deaf people face on a daily basis. That is why we were happy to train the bank's specialists to serve Ukrainians who communicate in sign language. The training takes into account all the nuances of communication, such as a video call from a mobile phone, where the client is likely to use only one hand to demonstrate gestures. Even in such a complicated situation, the bank's employees are ready to understand the interlocutor,’ said Natalia Kravtsova, Head of the All-Ukrainian Association of Sign Language Interpreters and People with Disabilities.
Oksana Anoshechkina, Head of Remote Support at PrivatBank, shared the first results: ‘During the first two test days, we have already received 18 clients. Our specialists, who have mastered sign language in 3 months, were very nervous before the launch. However, the first calls were extremely successful, and we are proud to have implemented this service as a team. Helping people solve issues that seemed impossible six months ago is an incredible inspiration for each of our team members, especially our sign language specialists.’
In Ukraine, according to WHO data, 2.1 million citizens have varying degrees of hearing impairment; of them, sign language is the main or one of the main means of communication for approximately 230,000.
The goal of PrivatBank's barrier-free strategy is to create a space of equal opportunities both for bank employees in their work and for each client in obtaining financial products and services. All divisions of the bank are involved in its implementation, and every employee is a part of this process.
