Everyday Tasks Shape Customer Confidence
What gives you confidence? Most people would probably say it’s experience, knowledge or practice. For me, confidence is much simpler than that. It’s knowing I can do everyday things by myself.
That might sound like a strange answer, however, think about your day. You probably read emails, fill in forms, pay a bill, transfer money or sign a document without giving it much thought. Those small moments don’t seem important because they happen so easily.
Now imagine if every one of those everyday tasks came with a question mark. Could you read the document? Would the form work properly? Would you have to ask someone else for help before you could continue? Do you have to give someone your private and personal information just because you cant fill out the form.
As someone who is blind, those questions are part of my daily life. It isn’t because I don’t understand technology or because I can’t learn something new. More often than not, it’s because the technology simply wasn’t designed with people like me in mind.
When Technology
Removes Independence
One of the easiest examples is paying for something at the checkout. Many of the newer EFTPOS terminals have replaced tactile keypads with flat touchscreens. They may look modern, but if I can’t confidently enter my own PIN, I’ve already lost something much more important than convenience.
The same thing has happened with ATMs. I rarely use them anymore because many now rely on touchscreen technology that is difficult for me to use independently. Rather than risk making a mistake or asking a complete stranger for help, I usually choose another option.
Some people might think these are only small inconveniences. The reality is they slowly chip away at your confidence. Every time you avoid doing something independently, you begin to wonder what the next barrier will be.
Documents Should
Not Create Barriers
Then there are the documents.
Receiving an email from my bank should be straightforward. Instead, I sometimes find myself wondering whether I’ll actually be able to read the attachment. Many bank statements still arrive as image-based PDF documents, which can be difficult or impossible for assistive technology to interpret properly.
Some banks also protect those PDF documents with passwords. I completely understand why they do that because financial information should always be secure. But security and accessibility should work together, not compete with each other.
People sometimes tell me there is a CSV version available through online banking. That’s true, and it can certainly help. But if the statement being emailed to customers isn’t accessible in the first place, then we’re still creating unnecessary barriers.
Forms, Privacy and Choice
The biggest challenge, however, isn’t reading information. It’s filling in forms.
Whether it’s an online application, a deposit slip at the bank or paperwork for a mortgage, I often reach a point where I simply can’t complete it independently. That means I have to ask someone else for help, even when the information is deeply personal.
Bank staff are usually incredibly helpful, and I genuinely appreciate the time they take to assist me. The problem isn’t the people. The problem is that I don’t have a choice.
If I can’t complete a deposit slip myself, I have to trust that someone else has written the correct account number and entered the right amount. If I can’t read an important financial document, I have to trust that someone else has explained it accurately. Every time that happens, a little bit of my independence disappears.
That’s why I believe confidence and privacy are closely connected. When I know I can read a document, understand what it says and complete the information myself, my privacy is naturally protected. I don’t have to share my financial information with another person simply because the technology wasn’t designed to include me.
This isn’t just my experience either. Older Australians, people with low vision, people with dyslexia, customers whose first language isn’t English and many others experience the same uncertainty. The question isn’t whether someone has a disability. The real question is whether they can confidently complete the task in front of them.
Good Design Builds
Customer Confidence
That is where good design makes all the difference.
When organisations create accessible websites, digital forms, online banking services and customer documents, they aren’t simply meeting a technical standard. They are giving people confidence. Confidence to read, confidence to understand, confidence to make informed decisions and confidence to participate independently.
At DASAT, we often talk about digital accessibility, but the conversations we have with our clients are really about people. We help organisations remove barriers so customers can complete everyday tasks without unnecessary frustration or relying on someone else. International standards such as the Web Content Accessibility Guidelines (WCAG) provide practical guidance, but they are only the starting point.
The real measure of success isn’t whether a website passes a checklist. It’s whether someone can confidently use it without needing help.
The Outcome That Really Matters
For me, that’s what digital accessibility has always been about. It’s not just about websites, forms or technology. It’s about giving people the confidence to manage their own lives, protect their privacy and participate fully in the world around them.
Because when people can say, “I can do this myself,” we’ve achieved something far more valuable than compliance. We’ve helped create confidence, independence and dignity. In my experience, that’s the outcome that really matters.
Learn how DASAT helps organisations remove digital barriers and improve customer confidence.