Solutions for people with visual or hearing impairments in ‘Swedbank’ - Latvia

From April 2025 in order to support people with visual or hearing impairments, Swedbank ATMs have introduced voice control functions, and branches have acoustic loops and specially adapted queuing machines.  Voice control or audio guide has already been introduced in all Swedbank ATMs and helps customers with visual impairments perform various daily activities. Following voice instructions, they can withdraw and deposit cash, change their PIN, and check their account balance. Voice control is available in both Latvian and English and can be activated by connecting suitable headphones to the ATM. The functionality allows the customer to use the ATM independently, without the help of an attendant or bank employee. In addition, the instructions played through the headphones ensure that other persons do not hear the information.

Queuing machines in the bank's branches have audio assistants and tactile toolbars. The new queue management systems allow people with visual impairments to register their visits to the branch independently. The capabilities of the new queue machine can be used by connecting audio headphones or tactile buttons on the sides and front of the queue machine. Along with the introduction of the new queue machines, acoustic loops have also been installed in all branches. These loops facilitate communication with hearing-impaired customers, eliminate ambient noise, and ensure clearer receipt of information. They also allow people who use hearing aids to hear better what their interlocutors say.

The Swedbank website also provides information about ATM locations, opening hours, and specific features, such as ATMS that are easy to use for people with visual impairments. 

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