Understanding neurodiversity and supporting consumers in a technologically advancing world

Summary

In this informative webcast, Charlene, Head of People at the Chartered Banker Institute, hosts Andrew Whitehouse, a neurodiversity specialist, to discuss the challenges and strategies for supporting neurodiverse individuals in a technologically advancing world. Andrew, who has personal experience as a parent of neurodivergent children and having severe ADHD himself, emphasizes the importance of clear, explicit communication, visual aids, and understanding sensory sensitivities. He shares insights on how banks can better serve neurodiverse customers through tailored digital experiences and staff training, highlighting the need for empathy and practical adjustments to create an inclusive environment.

Takeaways

• 🌟 Neurodiversity is a significant aspect of human diversity, with approximately 15-20% of the world's population living with a neurodiverse condition like Autism or ADHD.
• 💻 The digital divide impacts up to 20% of consumers who struggle with existing online banking solutions, highlighting the need for inclusive digital services.
• 🏦 Financial institutions are increasingly being chosen based on the quality of their digital banking experience, emphasizing the importance of accessible technology.
• 🗣️ Clear and explicit communication is crucial for neurodivergent individuals, who often prefer visual communication and struggle with implicit or overly complex instructions.
• 👥 Recognizing and accommodating single attention span in neurodivergent individuals can lead to better interactions and service in customer-facing roles.
• 🔍 Banks and other businesses should consider sensory factors in their environments, as certain sounds, colors, and smells can be distracting or uncomfortable for neurodivergent customers.
• 🛠️ Routine and predictability are important for neurodivergent individuals, and changes to routines can cause significant stress and anxiety.
• 🤝 Employers and service providers can benefit from creating 'go-to' person systems to provide consistent points of contact for neurodivergent individuals.
• 🤖 The use of AI and chatbots in banking needs improvement to ensure they can provide clear, helpful responses and not exacerbate anxiety or confusion.
• 🌐 Online banking platforms should be tested for ease of use and clarity, especially from the perspective of neurodivergent users who may have unique challenges with digital interfaces.
• 📚 Continuous learning and adaptation are key for organizations to better serve neurodivergent customers, including staying updated on appropriate terminology and understanding the community's needs.

Q & A

What is the estimated percentage of the world's population living with a neurodiverse condition according to the National Library of Medicine?

Approximately 15 to 20% of the world's population lives with some form of a neurodiverse condition.

What challenges do individuals with neurodiverse conditions face in the context of online banking solutions?

Up to 20% of consumers have been unable to fully use existing online banking solutions due to digital limitations, which can leave some members feeling forgotten and marginalized.

Who is Andrew Whitehouse and what is his expertise?

Andrew Whitehouse is a neurological diversity specialist who has spoken at TEDx events and published books on neurodiversity. He provides interventions for professionals, parents, and young people with Autism, ADHD, dyslexia, and other related conditions.

What is the Extreme Male Brain theory and how is it relevant to neurodiverse individuals?

The Extreme Male Brain theory, developed by Professor Simon Baron Cohen, suggests that autistic and ADHD individuals have 'male brains,' which are systematic and excel in explicit communication, preferring visual communication and single attention focus.

Why is explicit communication important when interacting with neurodiverse individuals?

Explicit communication is important because neurodiverse individuals, such as those with autism or ADHD, need to be told exactly what is wanted or needed without implicitness. They often prefer visual communication and have difficulty with divided attention.

How can financial institutions improve their support for neurodiverse customers?

Financial institutions can improve support by offering clear, explicit communication, avoiding unnecessary small talk, and providing visual aids and instructions. They should also be mindful of sensory issues and strive to create a calm environment.

What impact can anxiety have on neurodiverse individuals when interacting with banking services?

Anxiety can lead to perceived aggression or rudeness in neurodiverse individuals. It is important for banking staff to recognize and address anxiety, possibly by providing a calming environment or a go-to person for support.

Why is routine important for autistic individuals and how can changes in routine affect them?

Routine is important for autistic individuals because they have an insistence on sameness and inflexible thinking. Changes in routine can cause depression, anxiety, and uncertainty, making it difficult for them to adapt.

What are some strategies that can be implemented in a bank to support neurodiverse customers?

Strategies include providing clear visual labeling, breaking down tasks into smaller sessions, having go-to staff members who are adept at handling diverse needs, and ensuring the environment is calm and free from distractions.

How can banks improve their digital assistants to better serve neurodiverse customers?

Banks can improve their digital assistants by ensuring they provide clear, focused, and direct responses to customer inquiries. The AI should be able to understand and respond appropriately to specific questions without generalizing or providing irrelevant information.

What is the significance of sensory considerations in a banking environment for neurodiverse individuals?

Sensory considerations are significant because neurodiverse individuals, especially those with autism, can be highly sensitive to background sounds, colors, and smells. A calm and sensory-friendly environment can greatly improve their experience.

Can you provide an example of how a bank has successfully implemented strategies to support neurodiverse consumers?

One example is a chain of coffee shops that implemented clear visual labeling without using written words, which improved productivity. Another example is a company that provided driving tests, breaking down the test into smaller sessions to accommodate ADHD individuals.

How can individuals without neurodiverse experiences become better allies and advocates for neurodiversity?

Individuals can become better allies by reading the signs and adjusting their behavior accordingly. They should respect the preferences and communication styles of neurodiverse individuals and seek to understand their needs.

What is the correct terminology when referring to individuals with neurodiverse conditions?

The correct terminology is to refer to individuals as 'neurodivergent' or 'autistic people' rather than 'people with autism'. It's important to avoid terms like 'sufferers' or 'symptoms' and instead focus on person-first language.