This article discusses the importance of building accessibility into customer experience for all Filipinos, considering the challenges faced by vulnerable groups like PWDs, seniors, and individuals with low literacy. Despite high internet penetration, many Filipinos still struggle to access essential online services.
As of this year, approximately 1.8 million Filipinos registered themselves as persons with disabilities (PWDs). Adding to this, a sizable portion of the population, including seniors and individuals with low literacy, qualifies as vulnerable customers.In a 2021 report published by the Philippine Institute for Development Studies, Filipinos 65 and up had the lowest digital literacy level, with only 18 percent of seniors having at least one ICT skill.
Whether they are impacted by physical disability, financial hardship, poor health, or a recent negative life event, these groups — made up of all kinds of ages and backgrounds — are regularly disadvantaged when trying to access everyday services.Despite the Philippines' internet penetration of 73.6 percent and 86.98 million internet users as of early 2024, according to the Digital 2024 Global Overview Report, many Filipinos still face challenges in accessing essential services that have been digitized to improve accessibility. Services such as health care, bill payments and social benefit disbursements are increasingly available online.However, significant gaps remain, like in banking, where the 2021 Financial Inclusion Survey revealed that 34.3 million Filipino adults remain unbanked, highlighting the urgent need for more inclusive and accessible digital solutions that can be navigated easily and securely.Consideration of accessibility of all customer groups must be a central consideration throughout the planning of digitization efforts and customer experience journeys, and this has never been more important with AI hastening the path to automation. Here, I'll share five tips on building accessibility into your customer experience and why it's a business imperative today.Consider your expansive customer baseIt is important to address the full range of factors that can create accessibility challenges, such as a user's region, (dis)abilities, language, age, access to technology, economic status and immediate environmen
Accessibility Digital Inclusion Customer Experience Philippines Vulnerable Groups
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