NatWest has become the first UK bank to partner with Be My Eyes, the world’s largest support platform for blind and low vision people, to launch a pilot project aimed at making banking more accessible. The initiative, which will be available in branches including those in Birmingham, uses the Service Directory and Service Connect features of the app to connect customers with trained NatWest colleagues via video call.
How the pilot works
During the pilot, a select group of customers will access the Be My Eyes app, choose NatWest from the Service Directory, and with a single tap be placed on a video call with a trained NatWest colleague. The customer’s phone camera or smart glasses then act as the colleague’s eyes, allowing them to guide the customer through banking tasks in real time.
This enables colleagues to provide clear, verbal guidance to help customers complete tasks with greater confidence and independence. The service is free, simple to use, and requires no appointments.
Everyday banking tasks supported
The pilot could assist with a range of day-to-day banking activities, including reading a letter or activating a new card. The service is designed to be used on demand, without the need for prior scheduling.
Be My Eyes was founded on the idea of making the world more accessible for blind and low-vision people through the power of connection. The concept originated with Hans Jørgen Wiberg, a visually impaired Danish craftsman, who noticed while working with The Danish Association of the Blind how often people needed a little visual assistance for everyday tasks.
Global reach and next steps
Today, millions of volunteers support users in over 180 languages through the platform. The upcoming pilot will see a selected group of blind and low vision customers access real-time, secure visual support from trained NatWest colleagues via video calls.
Led by NatWest’s Open Innovation team, the free pilot supports the Bank’s ambition to provide an accessible experience for all customers.
