On Demand
Track: Organizational Success with Accessibility

Digital accessibility as a competitive advantage

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Description

For HSBC, digital accessibility isn’t a compliance exercise — it’s a business strategy.

In this session, Mali Fernando, MBE, Group Head of Digital Experience and Accessibility from HSBC, will share how they’ve embedded accessibility into the core of how the bank operates and competes. Guided by a vision to become the most digitally accessible bank, HSBC treats inclusive design as a driver of customer trust, brand reputation, and long-term growth — not just risk reduction.

You’ll learn how the organization:

  • Built a public accessibility hub and training center to scale accessibility knowledge across teams and partners

  • Conducts disability user research, including studies in emerging markets across Asia, to understand real customer needs beyond assumptions

  • Integrates accessibility into procurement decisions, influencing vendor selection and product standards across the enterprise

  • Aligns accessibility with corporate values to create measurable business impact

Rather than slowing innovation, HSBC shows how accessibility strengthens digital experiences, improves product quality, and differentiates the bank in a competitive financial services market.

Presenters