Spain’s CaixaBank has introduced an innovative in-branch video service designed to provide instant sign language interpretation for customers who are hearing impaired.
This initiative, called SVisual, enables customers to access information about financial services from branch staff through real-time video interpreting facilitated by a certified interpreter. Customers can easily request an appointment by reaching out to their branch manager via email or by using the CaixaBankNow app.
Initially launched as a pilot program in 120 CaixaBank branches across Spain’s autonomous regions, the service is projected to be rolled out throughout the bank’s entire branch network by the first quarter of 2025. This initiative is a collaborative effort developed by the Fundación CNSE para la supresión de las barreras de comunicación, a state-funded non-profit organization, with backing from the Deaf People’s Association network.
In addition to promoting the new video service, CaixaBank is enhancing accessibility for all customers with various features in its ATMs. These include high-contrast screens, informative videos in sign language, and voice-guided options catering to visually impaired users. Since 2022, all CaixaBank branches have also provided Braille cards for customers, making them the first bank in Spain to offer such a service.