{"version":"1.0.0","segments":[{"startTime":0.0,"endTime":1.556,"body":"Hello and welcome to AXSChat."},{"startTime":1.556,"endTime":4.287,"body":"I'm delighted to welcome you all today."},{"startTime":4.287,"endTime":8.562,"body":"It's going to be a busy one, there's six of us on, so organise chaos."},{"startTime":8.562,"endTime":13.526,"body":"Firstly, welcome to our guests, Kathryn Townsend, Emily Baum and Mark Horrocks."},{"startTime":13.526,"endTime":15.278,"body":"Kathryn, I've known you for a long time."},{"startTime":15.278,"endTime":25.596,"body":"were at Barclays, now you're at the UK's global, actually the world's biggest building"},{"startTime":15.278,"endTime":25.596,"body":"society nationwide, but you also have the role as government disability champion for the"},{"startTime":25.596,"endTime":26.977,"body":"financial sector."},{"startTime":26.977,"endTime":29.439,"body":"Emily and Mark, you've been working on"},{"startTime":29.531,"endTime":35.719,"body":"great project, project Nemo about disability inclusion in the FinTech sector, so lots to"},{"startTime":29.531,"endTime":35.719,"body":"talk about."},{"startTime":35.719,"endTime":45.201,"body":"So maybe start with you Kathryn and say welcome to the show and please tell us a little"},{"startTime":35.719,"endTime":45.201,"body":"bit about what you're doing in your role of head of accessibility and customer"},{"startTime":45.201,"endTime":47.213,"body":"vulnerability nationwide."},{"startTime":47.675,"endTime":51.206,"body":"Thanks, Neil, and thanks everyone for having us on today."},{"startTime":51.206,"endTime":52.7,"body":"I'm really delighted to be here."},{"startTime":52.7,"endTime":58.036,"body":"Obviously, we've crossed paths over the years in this wonderful world and family of"},{"startTime":52.7,"endTime":58.036,"body":"accessibility."},{"startTime":58.036,"endTime":61.089,"body":"You get to meet some incredible people like yourselves."},{"startTime":61.089,"endTime":65.153,"body":"so, yeah, guess day job here at Nationwide."},{"startTime":65.153,"endTime":72.682,"body":"been here for two and a half years, leading customer vulnerability and accessibility, and"},{"startTime":65.153,"endTime":72.682,"body":"I was doing that at Barclays Bank before."},{"startTime":72.682,"endTime":80.817,"body":"Interestingly, I just want to call out this word vulnerability upfront because I know it"},{"startTime":72.682,"endTime":80.817,"body":"can rub some people up the wrong way and I just want to get that out there."},{"startTime":80.817,"endTime":89.631,"body":"I, we and generally the banking industry do not believe that disabled people are"},{"startTime":80.817,"endTime":89.631,"body":"vulnerable, but if the banks fail to make their products and services accessible, they"},{"startTime":89.631,"endTime":92.243,"body":"will put customers in a vulnerable circumstance."},{"startTime":92.243,"endTime":98.806,"body":"Whereas other types of vulnerability, people are inherently vulnerable due to other"},{"startTime":92.243,"endTime":98.806,"body":"characteristics, but just want to call that out."},{"startTime":98.806,"endTime":101.307,"body":"Language is important and I get that."},{"startTime":101.408,"endTime":111.754,"body":"But I'm a big passionate, I'm really extremely passionate about accessibility and that"},{"startTime":101.408,"endTime":111.754,"body":"really stemmed from working in the branch design space where we had to make sure that"},{"startTime":111.754,"endTime":113.755,"body":"physical spaces were accessible."},{"startTime":113.755,"endTime":121.341,"body":"So working at Barclays in the branch design team, actually how do you refurb a branch and"},{"startTime":113.755,"endTime":121.341,"body":"make sure it's more accessible than you found it?"},{"startTime":121.341,"endTime":126.825,"body":"We hadn't necessarily translated those same principles to all of the other channels and"},{"startTime":121.341,"endTime":126.825,"body":"interactions."},{"startTime":126.825,"endTime":128.956,"body":"This is going back 10, 15 years."},{"startTime":128.956,"endTime":138.072,"body":"So the journey's been to apply inclusive design thinking to multi-channel access and the"},{"startTime":128.956,"endTime":138.072,"body":"regulations have also changed a lot in that time as well and really caught up."},{"startTime":138.072,"endTime":146.117,"body":"So there's been a bit of carrot and a bit of stick in this, in the space of banking, which"},{"startTime":138.072,"endTime":146.117,"body":"has meant that there's been a lot of change and a lot of opportunity to improve things for"},{"startTime":146.117,"endTime":146.919,"body":"consumers."},{"startTime":146.919,"endTime":153.594,"body":"And I'm really delighted to do that now here at Nationwide and, you know, not having the"},{"startTime":146.919,"endTime":153.594,"body":"same kind of environment."},{"startTime":153.594,"endTime":156.598,"body":"It is a different environment being in a building society."},{"startTime":156.598,"endTime":164.698,"body":"We don't have shareholders, we're here for our customers, we're purpose driven and we have"},{"startTime":156.598,"endTime":164.698,"body":"a real proud branch network."},{"startTime":164.698,"endTime":171.698,"body":"So we are committed to investing in the high street and have 605 branches in the UK."},{"startTime":171.758,"endTime":179.578,"body":"And so that kind of idea of it's not digital first or digital only, it's your channel,"},{"startTime":171.758,"endTime":179.578,"body":"your choice, your way, depending on your needs."},{"startTime":179.578,"endTime":182.878,"body":"And that's especially important for disabled consumers."},{"startTime":183.744,"endTime":188.889,"body":"And as you mentioned, Neil, I wear another hat as as the government disability and access"},{"startTime":183.744,"endTime":188.889,"body":"ambassador."},{"startTime":188.889,"endTime":191.982,"body":"And that's been a pleasure to do that for the last three years."},{"startTime":191.982,"endTime":194.324,"body":"And I'm just in my final year in that role."},{"startTime":194.324,"endTime":196.766,"body":"And I can tell you a little bit more about that."},{"startTime":196.766,"endTime":199.242,"body":"But in a nutshell, that's me."},{"startTime":201.253,"endTime":202.094,"body":"Thank you very much."},{"startTime":202.094,"endTime":208.885,"body":"I think, you I'm aware of the ambassadors, but people outside of the UK probably aren't."},{"startTime":208.885,"endTime":216.897,"body":"We do know one other, Hector Minto, he's quite visible, but has been doing stuff in the"},{"startTime":208.885,"endTime":216.897,"body":"tech space."},{"startTime":216.897,"endTime":223.049,"body":"But can you explain a little bit about the rationale behind the ambassador role?"},{"startTime":223.049,"endTime":226.64,"body":"Because I think the UK is pretty unique in having these."},{"startTime":226.937,"endTime":228.158,"body":"Yeah, definitely."},{"startTime":228.158,"endTime":231.639,"body":"So there's roughly 20 different ambassadors."},{"startTime":231.639,"endTime":238.394,"body":"So think about your different industries from tourism, rail, retail, and there's a banking"},{"startTime":231.639,"endTime":238.394,"body":"ambassador."},{"startTime":238.394,"endTime":240.266,"body":"And these are voluntary roles."},{"startTime":240.266,"endTime":241.796,"body":"We're not paid for these roles."},{"startTime":241.796,"endTime":251.232,"body":"And it's got an open brief, really, to help improve the lives of disabled people relevant"},{"startTime":241.796,"endTime":251.232,"body":"to your sector, just using your knowledge, skills and experience."},{"startTime":251.232,"endTime":254.373,"body":"And they're normally a fixed three-year tenure."},{"startTime":254.486,"endTime":263.555,"body":"because of the government changeover in the UK, that's why I've been asked to stay on for"},{"startTime":254.486,"endTime":263.555,"body":"an extra year, which was a really sensible and pragmatic solution."},{"startTime":263.555,"endTime":266.908,"body":"And so, you know, with that role, it could be really broad."},{"startTime":266.908,"endTime":269.19,"body":"We know there's so much to do on accessibility."},{"startTime":269.19,"endTime":277.886,"body":"And I was really conscious of not wanting to try and boil the ocean and then look back"},{"startTime":269.19,"endTime":277.886,"body":"after my time had finished and not have delivered anything."},{"startTime":277.886,"endTime":279.953,"body":"I wanted to try to focus on..."},{"startTime":279.953,"endTime":281.684,"body":"some particular areas."},{"startTime":281.684,"endTime":292.387,"body":"And so I identified through speaking to my counterparts, my peers across the other banks"},{"startTime":281.684,"endTime":292.387,"body":"and building societies, thinking about what are the things that were on their pads around"},{"startTime":292.387,"endTime":300.844,"body":"where did we see collective industry opportunity to drive change and make a difference"},{"startTime":292.387,"endTime":300.844,"body":"within that three year, four year period."},{"startTime":300.844,"endTime":304.605,"body":"So the first priority was around support for deaf consumers."},{"startTime":304.605,"endTime":307.147,"body":"And I've done a considerable amount of work."},{"startTime":307.147,"endTime":317.984,"body":"on this over the last few years because, and I put myself in this bracket when I say this,"},{"startTime":307.147,"endTime":317.984,"body":"about 10 years ago when I was at Barclays we worked on some amazing innovation to"},{"startTime":317.984,"endTime":327.721,"body":"introduce digital access to interpreters and I genuinely thought brilliant, we're done,"},{"startTime":317.984,"endTime":327.721,"body":"that's fantastic, onto the next challenge to solve."},{"startTime":327.721,"endTime":334.146,"body":"We've solved it for deaf customers, we've made digital interpretation a reality so people"},{"startTime":327.721,"endTime":334.146,"body":"can get it on demand."},{"startTime":334.328,"endTime":340.421,"body":"But there was a nuance to thinking about what really are the other needs of deaf people?"},{"startTime":340.421,"endTime":342.421,"body":"Have we really addressed everything?"},{"startTime":342.421,"endTime":343.842,"body":"And we really hadn't."},{"startTime":343.842,"endTime":351.285,"body":"And that became clear to me by spending more time with the deaf community that it wasn't"},{"startTime":343.842,"endTime":351.285,"body":"just about digital interpreters."},{"startTime":351.285,"endTime":357.048,"body":"And so we've been able to focus on that through my industry work and actually drive"},{"startTime":351.285,"endTime":357.048,"body":"change."},{"startTime":357.048,"endTime":361.61,"body":"And some of the things for people on this call and listening, you know..."},{"startTime":362.11,"endTime":368.013,"body":"A lot of people don't recognise that just putting something written down in front of a"},{"startTime":362.11,"endTime":368.013,"body":"deaf person doesn't make it accessible."},{"startTime":368.013,"endTime":373.384,"body":"We can't say, but I sent you a letter, because that person's first language is sign."},{"startTime":373.384,"endTime":376.676,"body":"It's not English or another written language."},{"startTime":376.676,"endTime":383.819,"body":"So we have to think about what's the first language of that individual and have we made"},{"startTime":376.676,"endTime":383.819,"body":"that communication as accessible as it can be?"},{"startTime":383.819,"endTime":386.569,"body":"And a lot of people don't necessarily recognise that."},{"startTime":386.569,"endTime":389.65,"body":"They think, well I can offer it in written language."},{"startTime":389.767,"endTime":399.595,"body":"So We're on a journey to raise awareness of the needs of deaf consumers and put a"},{"startTime":389.767,"endTime":399.595,"body":"spotlight on the solutions because the solutions are out there now."},{"startTime":399.595,"endTime":401.507,"body":"Technology is really catching up."},{"startTime":401.507,"endTime":405.489,"body":"And so It's about helping the industry to move forward."},{"startTime":405.489,"endTime":409.311,"body":"And I chair an industry group for one hour a month."},{"startTime":409.311,"endTime":417.555,"body":"And I've now got 35 different firms representing the biggest names on the high street in"},{"startTime":409.311,"endTime":417.555,"body":"the UK, the biggest banks, building societies."},{"startTime":417.555,"endTime":421.558,"body":"probably covering most of the consumers in the UK."},{"startTime":421.558,"endTime":430.084,"body":"And We come together and we're sharing best practice, we're exchanging sort of"},{"startTime":421.558,"endTime":430.084,"body":"appropriately, of course, tips and tricks on, how do we tackle this?"},{"startTime":430.084,"endTime":430.854,"body":"What are the needs?"},{"startTime":430.854,"endTime":432.005,"body":"What are the issues?"},{"startTime":432.005,"endTime":433.146,"body":"What are the insights?"},{"startTime":433.146,"endTime":435.447,"body":"And it's a model that's really worked."},{"startTime":435.447,"endTime":442.872,"body":"We've been able to evidence through data and we publish a report on an annual basis that"},{"startTime":435.447,"endTime":442.872,"body":"this approach is driving change."},{"startTime":442.872,"endTime":445.137,"body":"We've seen in the last two weeks."},{"startTime":445.137,"endTime":452.651,"body":"Two banks in the UK launch new accessibility services for deaf people because of the work"},{"startTime":445.137,"endTime":452.651,"body":"that we've been doing together."},{"startTime":452.898,"endTime":456.178,"body":"And I know you as Kat, not as a friend."},{"startTime":456.178,"endTime":460.558,"body":"So if people have heard of Kat Townsend, this is who we've got on today."},{"startTime":461.318,"endTime":464.838,"body":"And Kat, first of all, thank you for all the work and the leadership you've done."},{"startTime":464.838,"endTime":472.058,"body":"I, of course, am joining from the United States, where things aren't quite as bright and"},{"startTime":464.838,"endTime":472.058,"body":"shiny over here."},{"startTime":472.058,"endTime":480.358,"body":"So I just want to say I'm very, very grateful for the work that's being done in the UK and"},{"startTime":472.058,"endTime":480.358,"body":"Europe just to make sure we can be meaningfully included."},{"startTime":480.638,"endTime":486.771,"body":"Kat, do you mind telling us why Mark and Emily have joined us and maybe bring that part of"},{"startTime":480.638,"endTime":486.771,"body":"the conversation?"},{"startTime":486.933,"endTime":487.783,"body":"Thank you."},{"startTime":487.783,"endTime":488.413,"body":"absolutely."},{"startTime":488.413,"endTime":499.43,"body":"So my other priority as ambassador was to amplify the voices of people with a learning"},{"startTime":488.413,"endTime":499.43,"body":"disability, because when I sit in circles and discussions, I don't hear enough discussion"},{"startTime":499.43,"endTime":507.605,"body":"about disability inclusion, first and foremost, but even in those conversations of"},{"startTime":499.43,"endTime":507.605,"body":"disability inclusion, where's the conversation and voices of people with a learning"},{"startTime":507.605,"endTime":508.376,"body":"disability?"},{"startTime":508.376,"endTime":513.534,"body":"So I've been trying to amplify that and raise awareness of how we can..."},{"startTime":513.534,"endTime":516.327,"body":"how industry should be, should be thinking about these users."},{"startTime":516.327,"endTime":526.831,"body":"And so I met Jo Duard, who isn't on the call, but is the co-founder of Project Nemo that's"},{"startTime":516.327,"endTime":526.831,"body":"looking to drive disability inclusion in the fintech sector."},{"startTime":526.831,"endTime":529.728,"body":"I met her last year and we got heads together."},{"startTime":529.728,"endTime":538.636,"body":"We could see that we were both spirited, passionate individuals and we sat down and we"},{"startTime":529.728,"endTime":538.636,"body":"wanted to work on something together with my ambassador role and her role."},{"startTime":538.636,"endTime":547.814,"body":"And Jo describes this as, with all of the other work that she's doing with Project Nemo,"},{"startTime":538.636,"endTime":547.814,"body":"she's not looking for something different or special treatment, she's looking for"},{"startTime":547.814,"endTime":548.705,"body":"inclusion."},{"startTime":548.705,"endTime":552.579,"body":"But when it comes to learning disability, we do need to think differently."},{"startTime":552.579,"endTime":562.147,"body":"We need to think about purpose-built products and services that really cater to the needs"},{"startTime":552.579,"endTime":562.147,"body":"of that person and their trusted supporters, which is different to other types of"},{"startTime":562.147,"endTime":563.399,"body":"disability inclusion."},{"startTime":563.399,"endTime":564.886,"body":"So we got heads together."},{"startTime":564.886,"endTime":574.903,"body":"We're working on an amazing, exciting project which I can let my colleagues tell you about"},{"startTime":564.886,"endTime":574.903,"body":"on the call and that's where I got to meet Emily and Mark on this current initiative"},{"startTime":574.903,"endTime":578.863,"body":"around tackling safe spending for adults with a learning disability."},{"startTime":578.863,"endTime":582.877,"body":"And Kat, before you do that, can I just make one more comment since I did?"},{"startTime":582.877,"endTime":590.084,"body":"I just do want to note that I really appreciate all the work that's being done to make"},{"startTime":582.877,"endTime":590.084,"body":"sure people that are deaf can be included."},{"startTime":590.084,"endTime":600.432,"body":"Because I just did want to make this point because so often that community is not included"},{"startTime":590.084,"endTime":600.432,"body":"in meaningful ways, only because they speak a different language and we're not sensitive"},{"startTime":600.432,"endTime":601.793,"body":"to it all over the world."},{"startTime":601.793,"endTime":606.185,"body":"So I just did also want to really, really applaud you for all of that work."},{"startTime":606.185,"endTime":608.848,"body":"something that we can learn a lot from here in the United States."},{"startTime":608.848,"endTime":611.341,"body":"But I am excited about Project Nemo."},{"startTime":611.341,"endTime":619.631,"body":"And I know that Mark and Emily and I both have really amazing children, grown children,"},{"startTime":611.341,"endTime":619.631,"body":"and I guess all of us, with intellectual disabilities."},{"startTime":619.631,"endTime":625.107,"body":"So I think I know right away why Mark and Emily really wanted to jump in here and be part"},{"startTime":619.631,"endTime":625.107,"body":"of making a difference."},{"startTime":625.107,"endTime":627.959,"body":"So back over to you, Kat, so you can introduce them."},{"startTime":628.374,"endTime":634.794,"body":"Well, I will hand over and I'll let maybe Emily go first because we met first and then"},{"startTime":628.374,"endTime":634.794,"body":"I'll hand over to Mark."},{"startTime":634.794,"endTime":636.477,"body":"So Emily over to you."},{"startTime":637.159,"endTime":646.916,"body":"Thanks Kat and I have to say I'm also a founding member of the Kat Townsend fan club"},{"startTime":637.159,"endTime":646.916,"body":"because the stuff that this lady does puts us to shame and I feel like, you know, she's a"},{"startTime":646.916,"endTime":649.247,"body":"positive example for us all to follow."},{"startTime":649.247,"endTime":659.512,"body":"So I had the pleasure of meeting Kat and I'd known Joe for years in the FinTech space, but"},{"startTime":649.247,"endTime":659.512,"body":"I ambushed one of their meetings when I heard of the stuff that they were doing as a"},{"startTime":659.512,"endTime":666.247,"body":"parent of a now adult child that has cerebral palsy as well as autism and other complex"},{"startTime":666.247,"endTime":679.567,"body":"disabilities, knowing what she has to face on a day to day basis, both in general life,"},{"startTime":666.247,"endTime":679.567,"body":"but also with how she interacts with her financial services products and the expectations."},{"startTime":679.567,"endTime":681.707,"body":"But for me, it was very fresh."},{"startTime":681.707,"endTime":687.047,"body":"She'd got to the state of 18 and the world was telling her she was an adult."},{"startTime":687.267,"endTime":695.065,"body":"And a lot of the controls and the guardrails that I could put in place as a parent"},{"startTime":687.267,"endTime":695.065,"body":"suddenly disappeared and I was powerless."},{"startTime":695.065,"endTime":706.917,"body":"So I suppose meeting Kat and starting to talk to Joe more about Project Nemo came at a"},{"startTime":695.065,"endTime":706.917,"body":"really fortuitous time where I was starting to think, what can I do with somebody with"},{"startTime":706.917,"endTime":711.201,"body":"expertise and knowledge in the financial services set space in products in."},{"startTime":711.377,"endTime":716.04,"body":"consumer behaviours, what can I actually physically do to drive change?"},{"startTime":716.04,"endTime":719.502,"body":"I don't want to just have lots of well-meaning conversations."},{"startTime":719.502,"endTime":725.045,"body":"I want to actually do something that's going to be in the hands of those people that need"},{"startTime":719.502,"endTime":725.045,"body":"it most."},{"startTime":725.157,"endTime":733.782,"body":"And unfortunately, this is a segment that is just growing, whether people are being"},{"startTime":725.157,"endTime":733.782,"body":"impacted through dementia and Alzheimer's on the on the higher end of the scale, although"},{"startTime":733.782,"endTime":741.676,"body":"we are seeing in the UK an increase in younger people developing dementia and Alzheimer's,"},{"startTime":733.782,"endTime":741.676,"body":"or whether it's the increase that we're seeing of people being bored, kids being bored"},{"startTime":741.676,"endTime":748.331,"body":"with learning difficulties, or those that acquire brain injuries along the way, the"},{"startTime":741.676,"endTime":748.331,"body":"market, unfortunately, the audience is growing."},{"startTime":748.411,"endTime":751.443,"body":"So the problem is still going to get bigger and bigger."},{"startTime":751.443,"endTime":753.882,"body":"So I decided it was time that I wanted to"},{"startTime":753.882,"endTime":763.016,"body":"do something and Kat was very kind and Joe was very kind to let me join in on this party"},{"startTime":753.882,"endTime":763.016,"body":"and then we had the pleasure of adding Mark to our band."},{"startTime":767.61,"endTime":769.04,"body":"Mark, you're on mute."},{"startTime":774.202,"endTime":774.973,"body":"Yeah, thanks, Amai."},{"startTime":774.973,"endTime":779.848,"body":"Yeah, I guess my route into the Project Nemo team is very similar to yours."},{"startTime":779.848,"endTime":783.883,"body":"A combination of industry experience and lived experience."},{"startTime":783.883,"endTime":796.506,"body":"I've been working in FinTech for a number of years and as we know, what FinTech is about"},{"startTime":783.883,"endTime":796.506,"body":"is about using technology to improve the way that financial services are delivered."},{"startTime":796.626,"endTime":799.487,"body":"to consumers and through B2B channels."},{"startTime":799.487,"endTime":811.347,"body":"What that usually involves is, for example, now the removal of cash and the increase of"},{"startTime":799.487,"endTime":811.347,"body":"digital, improved user interfaces, and getting smarter and smarter, and probably using"},{"startTime":811.347,"endTime":812.789,"body":"less human interaction."},{"startTime":812.789,"endTime":817.726,"body":"So at the same time, parallel to that, similar to Emily, I've got a"},{"startTime":817.726,"endTime":822.808,"body":"a 19 year old son, Alexander, with Down syndrome."},{"startTime":822.808,"endTime":831.991,"body":"so, while working FinTech, I've been watching his journey through financial services, but"},{"startTime":822.808,"endTime":831.991,"body":"what happened in September of last year is he left home."},{"startTime":832.311,"endTime":841.255,"body":"He went away to a college for a three year course, vocational course, like any other"},{"startTime":832.311,"endTime":841.255,"body":"college, and all of a sudden, he's not gonna be at home anymore, we're not gonna be there"},{"startTime":841.255,"endTime":842.135,"body":"to..."},{"startTime":842.184,"endTime":845.447,"body":"to look after him and guide him through."},{"startTime":845.447,"endTime":851.393,"body":"So I had to look around the market and say, well, what is there out there to give to our"},{"startTime":845.447,"endTime":851.393,"body":"designers so can go away?"},{"startTime":851.393,"endTime":854.575,"body":"But the truth is, there's also sorts of little solutions."},{"startTime":854.575,"endTime":864.811,"body":"There's bits and pieces of solutions from the front end onboarding all the way through to"},{"startTime":854.575,"endTime":864.811,"body":"payments and through to sort of dashboard information."},{"startTime":864.811,"endTime":867.242,"body":"But it's not all in one place."},{"startTime":867.409,"endTime":870.685,"body":"So I met Joe and we had a meeting of minds."},{"startTime":870.685,"endTime":883.121,"body":"So we agreed immediately that through a combination of understanding what's going on in"},{"startTime":870.685,"endTime":883.121,"body":"FinTech and your own lived experience, Project Nemo could actually tackle this problem."},{"startTime":883.121,"endTime":893.018,"body":"So I joined the team to tackle a specific channel which is looking at existing"},{"startTime":883.121,"endTime":893.018,"body":"functionality and how we can harness that."},{"startTime":894.977,"endTime":907.397,"body":"And just to add to what Mark just said, a lot of the community use, parents have found"},{"startTime":894.977,"endTime":907.397,"body":"hacks and workarounds with existing products that are out there, whether you use kids'"},{"startTime":907.397,"endTime":918.557,"body":"cards, prepaid cards that are directed specifically for children, whether you have a"},{"startTime":907.397,"endTime":918.557,"body":"Challenger Bank account and your parent has your PIN number and your logins and manages"},{"startTime":918.557,"endTime":922.914,"body":"your balance and sweeps money to you."},{"startTime":922.914,"endTime":934.345,"body":"parents of kids with learning disabilities, we all find ways to leverage the market to"},{"startTime":922.914,"endTime":934.345,"body":"create a solution and it is a half-hearted hack, if you will, just to make sure that you"},{"startTime":934.345,"endTime":936.358,"body":"can provide some form of independence."},{"startTime":936.358,"endTime":938.73,"body":"but at the same time in safe environments."},{"startTime":938.73,"endTime":948.797,"body":"And this has very much led to the initiative that Mark's gonna talk to you guys about a"},{"startTime":938.73,"endTime":948.797,"body":"bit more because it's all those hacks that kind of made us go, why are we doing this?"},{"startTime":949.078,"endTime":951.179,"body":"We're smart people."},{"startTime":951.526,"endTime":957.886,"body":"can we tell people what Project Nemo is?"},{"startTime":957.886,"endTime":959.646,"body":"I don't think we've done that."},{"startTime":959.646,"endTime":961.186,"body":"Why don't we tell them?"},{"startTime":962.812,"endTime":964.862,"body":"I'm going to pass over to Kat for this one."},{"startTime":966.852,"endTime":978.039,"body":"So, Jo says that she did a lovely post actually about a year ago saying it was probably a"},{"startTime":966.852,"endTime":978.039,"body":"year ago that she came up with this idea of wanting to tackle disability inclusion in"},{"startTime":978.039,"endTime":978.629,"body":"FinTech."},{"startTime":978.629,"endTime":988.033,"body":"She'd seen firsthand as a CEO in a FinTech that through championing the voices of"},{"startTime":978.629,"endTime":988.033,"body":"different groups, where was the disability inclusion?"},{"startTime":988.033,"endTime":989.447,"body":"wasn't happening enough."},{"startTime":989.447,"endTime":995.249,"body":"and she could see that through her role as a leader and as an ally and she wanted to"},{"startTime":989.447,"endTime":995.249,"body":"supercharge that."},{"startTime":995.249,"endTime":1006.254,"body":"So she's been self-funding this initiative and driving such amazing change in the last few"},{"startTime":995.249,"endTime":1006.254,"body":"months just that she's been doing this to really drive that disability inclusion in"},{"startTime":1006.254,"endTime":1007.054,"body":"FinTech."},{"startTime":1007.054,"endTime":1014.485,"body":"And she's got a new disability inclusion category in the Payments Association Award, which"},{"startTime":1007.054,"endTime":1014.485,"body":"is a huge..."},{"startTime":1014.485,"endTime":1025.232,"body":"awards programme in the UK for banks and fintechs that happened last October which is what"},{"startTime":1014.485,"endTime":1025.232,"body":"Nationwide actually won the first disability award which is how we then sat down and"},{"startTime":1025.232,"endTime":1034.55,"body":"nominations are open right now so if banks are doing brilliant stuff for disabled"},{"startTime":1025.232,"endTime":1034.55,"body":"consumers nominate nominate let's get that recognition out there their deadline closes on"},{"startTime":1034.55,"endTime":1037.903,"body":"the 31st of March I think in the Payments Association Awards"},{"startTime":1038.087,"endTime":1047.812,"body":"So when Joe and I sat down and we identified that we both felt really strongly about"},{"startTime":1038.087,"endTime":1047.812,"body":"learning disability inclusion, we wanted to host an event."},{"startTime":1047.812,"endTime":1053.935,"body":"So on 6th December here at Nationwide's offices in London, we had the most amazing event."},{"startTime":1053.935,"endTime":1065.751,"body":"Around 80 people from regulators, banks, building societies, fintechs, charities, people"},{"startTime":1053.935,"endTime":1065.751,"body":"with lived experience came together and we had a roundtable discussion on this issue."},{"startTime":1065.751,"endTime":1066.952,"body":"and was incredible."},{"startTime":1066.952,"endTime":1078.059,"body":"We've actually got a two minute video and I hope we can share a link to when this goes out"},{"startTime":1066.952,"endTime":1078.059,"body":"that really brings to life that event and also includes some of the amazing stories of"},{"startTime":1078.059,"endTime":1083.562,"body":"individuals like Mark and Emily and their children talking about why this is so important."},{"startTime":1083.562,"endTime":1090.285,"body":"So off the back of that event, we've got incredible momentum and we're driving four work"},{"startTime":1083.562,"endTime":1090.285,"body":"streams."},{"startTime":1090.285,"endTime":1094.027,"body":"I'll just give a brief summary and then we're going to go a bit into more detail on."},{"startTime":1094.027,"endTime":1098.867,"body":"Workstream 3, is really exciting and Mark will tell you more about that one."},{"startTime":1098.867,"endTime":1110.587,"body":"But Workstream 1 nationwide is really proudly supporting this work stream, which is to do"},{"startTime":1098.867,"endTime":1110.587,"body":"new research and insight with people with lived experience to provide an open source"},{"startTime":1110.587,"endTime":1114.047,"body":"report which will set out the user needs."},{"startTime":1114.387,"endTime":1118.427,"body":"So in the round table, people were saying, oh, but what do people really need?"},{"startTime":1118.427,"endTime":1119.367,"body":"Do we really know?"},{"startTime":1119.367,"endTime":1121.427,"body":"And how many people does this affect?"},{"startTime":1121.446,"endTime":1129.208,"body":"know, the stats are out there, but they're not in one central place and we don't have"},{"startTime":1121.446,"endTime":1129.208,"body":"current user needs defined for this audience."},{"startTime":1129.208,"endTime":1139.033,"body":"So we're working on the publication of that report and it should hopefully be out in the"},{"startTime":1129.208,"endTime":1139.033,"body":"spring and that will be available to everybody to really drive change in this area."},{"startTime":1139.033,"endTime":1144.414,"body":"And we hope it will be a prompt and a call to action on industry."},{"startTime":1144.454,"endTime":1147.425,"body":"The second work stream is legal and regulatory."},{"startTime":1147.425,"endTime":1154.02,"body":"How do we look at what the law and regulation says and where there are nuances and"},{"startTime":1147.425,"endTime":1154.02,"body":"tensions?"},{"startTime":1154.02,"endTime":1164.709,"body":"In the UK, for example, the Mental Capacity Act defines that somebody should be given the"},{"startTime":1154.02,"endTime":1164.709,"body":"least restrictive solution in a banking context or any context."},{"startTime":1164.709,"endTime":1176.087,"body":"Banks like to go for the most restrictive and say, give us your legal authority to act on"},{"startTime":1164.709,"endTime":1176.087,"body":"this person's behalf because it's clear and it's controlled and banks like that sort of"},{"startTime":1176.087,"endTime":1177.152,"body":"black and white."},{"startTime":1177.152,"endTime":1178.933,"body":"But those things are in tension."},{"startTime":1178.933,"endTime":1186.131,"body":"So we're really looking at how we can explore what's the appropriate solution for the"},{"startTime":1178.933,"endTime":1186.131,"body":"person in the middle that doesn't remove their independence."},{"startTime":1186.131,"endTime":1189.983,"body":"And then we've got Workstreams 3 and 4, which are all about FinTech."},{"startTime":1189.983,"endTime":1192.729,"body":"So Mark, over to you on Workstream 3."},{"startTime":1194.679,"endTime":1196.87,"body":"Yeah, thanks Kat."},{"startTime":1196.971,"endTime":1205.079,"body":"So, work in three is to capture all the existing functionality that's out there within the"},{"startTime":1196.971,"endTime":1205.079,"body":"FinTech world."},{"startTime":1205.079,"endTime":1215.308,"body":"One of the things that came out of the event that Kat mentioned was a general agreement,"},{"startTime":1205.079,"endTime":1215.308,"body":"as I said earlier, that there is functionality out there through different suppliers,"},{"startTime":1215.308,"endTime":1219.04,"body":"know, small suppliers, medium sized suppliers, that does part of"},{"startTime":1219.04,"endTime":1221.261,"body":"the job, but not all of it."},{"startTime":1221.261,"endTime":1227.373,"body":"So we thought, what is the best way of taking this forward and engaging with the FinTech"},{"startTime":1221.261,"endTime":1227.373,"body":"community?"},{"startTime":1227.373,"endTime":1230.894,"body":"And the thought was, well, let's run a challenge."},{"startTime":1230.894,"endTime":1233.174,"body":"Let's go out to the FinTech community."},{"startTime":1233.174,"endTime":1239.457,"body":"So what we're running is the FinTech Fringe Innovation Challenge."},{"startTime":1239.457,"endTime":1243.578,"body":"And that is being run in partnership with Pay360,"},{"startTime":1243.679,"endTime":1250.906,"body":"And Pay360 is, I think fair to say, UK's, certainly the UK's largest payments event."},{"startTime":1250.906,"endTime":1252.888,"body":"And it would claim to be slightly broader than that."},{"startTime":1252.888,"endTime":1259.273,"body":"And that takes place at the end of March, but also partnering with Fintech Fringe."},{"startTime":1259.273,"endTime":1267.03,"body":"And Fintech Fringe is a relatively new organization that runs events within the Fintech"},{"startTime":1259.273,"endTime":1267.03,"body":"space to promote"},{"startTime":1267.03,"endTime":1273.163,"body":"fintech companies and some partner them up with larger suppliers within the ecosystem."},{"startTime":1273.163,"endTime":1281.448,"body":"But they also run a platform called the fintech forum and that platform is what enables us"},{"startTime":1273.163,"endTime":1281.448,"body":"to run a challenge."},{"startTime":1281.629,"endTime":1290.982,"body":"And the way it works is we have, we've launched a challenge and described a problem"},{"startTime":1281.629,"endTime":1290.982,"body":"statement and that problem statement is"},{"startTime":1297.602,"endTime":1299.703,"body":"Okay."},{"startTime":1300.554,"endTime":1304.836,"body":"And underneath that problem statement, we provide a bit of background."},{"startTime":1304.876,"endTime":1309.738,"body":"That challenge is launched on the platform with the problem statement."},{"startTime":1310.058,"endTime":1318.78,"body":"It is supported by supporting materials that any interested FinTech parties can go and"},{"startTime":1310.058,"endTime":1318.78,"body":"access and look at."},{"startTime":1318.78,"endTime":1321.862,"body":"and decide whether they want to participate."},{"startTime":1321.942,"endTime":1326.768,"body":"It enables them to submit a form in their interest to participate."},{"startTime":1326.768,"endTime":1339.777,"body":"And then they have until the end of February to submit their solution to the problem"},{"startTime":1326.768,"endTime":1339.777,"body":"statement in either a five minute video or in a short deck."},{"startTime":1339.777,"endTime":1343.771,"body":"What we wanted to do was open it up to all types of media."},{"startTime":1344.63,"endTime":1350.453,"body":"What we're looking for, ideally, is fintechs that can provide solution to the challenges."},{"startTime":1350.453,"endTime":1353.474,"body":"And they can either be..."},{"startTime":1353.474,"endTime":1360.078,"body":"Well, ideally, they would be end-to-end solutions that are both consumer and B2B partner"},{"startTime":1353.474,"endTime":1360.078,"body":"channel."},{"startTime":1360.078,"endTime":1365.802,"body":"In terms of the timeline beyond the entry into the competition,"},{"startTime":1365.969,"endTime":1370.563,"body":"We'll be completing the judging quite quickly by the end of March."},{"startTime":1370.563,"endTime":1385.573,"body":"We'll select probably four to five winners and those winners will be invited then to"},{"startTime":1370.563,"endTime":1385.573,"body":"showcase their solutions at the PATHE 360 conference on the 26th of March."},{"startTime":1385.573,"endTime":1389.857,"body":"We have a slot of about 90 minutes to showcase."},{"startTime":1389.962,"endTime":1399.682,"body":"And so what's in it for the FinTechs, there's 6,000 participants at the Pay360, which is a"},{"startTime":1389.962,"endTime":1399.682,"body":"huge audience."},{"startTime":1399.682,"endTime":1413.262,"body":"So it gives them a chance to reach that sort of audience, to also pitch to much larger"},{"startTime":1399.682,"endTime":1413.262,"body":"partners, and hopefully then take their solution onto proof of concept."},{"startTime":1413.702,"endTime":1419.422,"body":"And out of that, we hope we will then capture all of the"},{"startTime":1419.463,"endTime":1424.645,"body":"ideas that are out there and consolidate them into an end-to-end solution."},{"startTime":1425.406,"endTime":1427.165,"body":"So that is the FinTech Challenge."},{"startTime":1427.165,"endTime":1428.489,"body":"We're very excited about it."},{"startTime":1428.489,"endTime":1435.632,"body":"It has actually launched on the website, but we're running on Monday afternoon at 3 p.m."},{"startTime":1435.632,"endTime":1442.896,"body":"UK time a live stream on the platform to digitally launch the"},{"startTime":1443.447,"endTime":1444.582,"body":"the competition."},{"startTime":1444.582,"endTime":1447.593,"body":"So, very exciting."},{"startTime":1448.102,"endTime":1449.044,"body":"Sounds very exciting."},{"startTime":1449.044,"endTime":1451.583,"body":"know Antonio wanted to come in here, so go ahead."},{"startTime":1451.583,"endTime":1457.623,"body":"So we know that, you know, fintechs and banks, know, everyone is proud of their own apps"},{"startTime":1451.583,"endTime":1457.623,"body":"and systems."},{"startTime":1457.623,"endTime":1463.123,"body":"Sometimes it represents the way how they differentiate from each other."},{"startTime":1463.123,"endTime":1474.503,"body":"But in this particular case, how we make sure that there's the navigation and the"},{"startTime":1463.123,"endTime":1474.503,"body":"standards across the different entities participating somehow came to a common point."},{"startTime":1474.503,"endTime":1478.227,"body":"So if you are a customer of fintech A,"},{"startTime":1478.227,"endTime":1489.323,"body":"or then Cosmo or Fintech B, you somehow don't get lost in the experience because you might"},{"startTime":1478.227,"endTime":1489.323,"body":"end up with two different experiences accessible, but across different banks."},{"startTime":1489.909,"endTime":1492.029,"body":"Yeah, it's a good question."},{"startTime":1492.029,"endTime":1495.549,"body":"We're going into it to be deliberately open-minded."},{"startTime":1496.429,"endTime":1501.809,"body":"Rather than try and restrict and guide from the start, we're going in open-minded."},{"startTime":1501.809,"endTime":1516.95,"body":"What Emily has done in the background, and I've helped Emily a little bit with, create a"},{"startTime":1501.809,"endTime":1516.95,"body":"functionality roadmap which lists what we believe is currently out there."},{"startTime":1516.95,"endTime":1529.33,"body":"And we will use that as a guide to navigate participants through because part of the"},{"startTime":1516.95,"endTime":1529.33,"body":"governance of the whole challenge is that there are real-time Q \u0026As."},{"startTime":1529.33,"endTime":1532.061,"body":"So we moderate on the platform."},{"startTime":1532.062,"endTime":1542.197,"body":"So we have the opportunity to ask questions like that and guide any of the participants"},{"startTime":1532.062,"endTime":1542.197,"body":"through so everybody's getting the same information and the same message."},{"startTime":1542.393,"endTime":1551.024,"body":"There is no easy way to do it apart from to moderate as fairly and clearly and expertly as"},{"startTime":1542.393,"endTime":1551.024,"body":"we can."},{"startTime":1551.024,"endTime":1557.357,"body":"And it'll filter down from a lot of questions to start with, hopefully into a much"},{"startTime":1551.024,"endTime":1557.357,"body":"narrower channel."},{"startTime":1560.232,"endTime":1562.993,"body":"And there's not going to be one product that catches all."},{"startTime":1563.053,"endTime":1564.195,"body":"It's just not possible."},{"startTime":1564.195,"endTime":1573.631,"body":"But what we are aiming to do is to highlight those people that are bringing innovative"},{"startTime":1564.195,"endTime":1573.631,"body":"solutions to this particular demographic or have solutions that are suitable for this"},{"startTime":1573.631,"endTime":1574.462,"body":"demographic."},{"startTime":1574.462,"endTime":1584.438,"body":"And what we're trying to incentivize and encourage is for people to look at what they can"},{"startTime":1574.462,"endTime":1584.438,"body":"do on their products today and almost turn that configurability on so that they are"},{"startTime":1584.438,"endTime":1587.51,"body":"thinking about the needs of people with learning difficulties."},{"startTime":1587.832,"endTime":1590.304,"body":"how they can cater to that particular audience."},{"startTime":1590.304,"endTime":1601.453,"body":"So I mean, I think I speak on behalf of all of us in a very nerdy, fintech-y way, very"},{"startTime":1590.304,"endTime":1601.453,"body":"excited about this and can't wait to see all the applications come in."},{"startTime":1601.453,"endTime":1606.779,"body":"And we've got some key judges as well because we've got actual users that will be our"},{"startTime":1601.453,"endTime":1606.779,"body":"judges as well."},{"startTime":1606.779,"endTime":1610.001,"body":"So we'll have people with learning difficulties testing the products."},{"startTime":1610.377,"endTime":1620.168,"body":"I know that we're pretty much out of time and Neil's going to close, but we would love for"},{"startTime":1610.377,"endTime":1620.168,"body":"you, Neil, you could do yours, but maybe somebody can recap everything and make sure the"},{"startTime":1620.168,"endTime":1621.139,"body":"audience knows."},{"startTime":1621.139,"endTime":1625.212,"body":"And we'll give all the information out too, let's at least say the website one time."},{"startTime":1625.212,"endTime":1627.554,"body":"But, Neil, let me turn it over to you."},{"startTime":1628.32,"endTime":1629.28,"body":"Thank you, Debra."},{"startTime":1629.28,"endTime":1637.025,"body":"I was actually going to say, just linking back before we close, was about the stuff that"},{"startTime":1629.28,"endTime":1637.025,"body":"you were talking about where you identified user needs."},{"startTime":1637.025,"endTime":1642.447,"body":"This was a process that we went through with the W3C for cognitive accessibility."},{"startTime":1642.447,"endTime":1653.261,"body":"So, what you've gathered could be shared, and you said it's open source already, but let's"},{"startTime":1642.447,"endTime":1653.261,"body":"make the explicit connection to the standards bodies."},{"startTime":1653.261,"endTime":1654.863,"body":"I think that really helps."},{"startTime":1654.863,"endTime":1666.503,"body":"And then there's the other thing that drives a lot of this, which is the financial"},{"startTime":1654.863,"endTime":1666.503,"body":"regulations and things like PSD2 and so on enable people to bank with one bank and use an"},{"startTime":1666.503,"endTime":1668.595,"body":"app of another one that works for them."},{"startTime":1668.595,"endTime":1678.861,"body":"So where you're identifying features that work for particular groups that meet particular"},{"startTime":1668.595,"endTime":1678.861,"body":"needs, you can highlight that to people and they can"},{"startTime":1679.053,"endTime":1690.013,"body":"they can highlight apps for one particular need because as Emily said, no one is going to"},{"startTime":1679.053,"endTime":1690.013,"body":"be able to produce a single product work for every need."},{"startTime":1690.433,"endTime":1692.693,"body":"So, I think this is great work."},{"startTime":1692.693,"endTime":1695.433,"body":"I'm also really excited about this."},{"startTime":1696.213,"endTime":1705.633,"body":"I have two cognitive accessibility needs, I'm dyslexic and ADHD and I screw up online"},{"startTime":1696.213,"endTime":1705.633,"body":"banking all the time."},{"startTime":1706.333,"endTime":1707.379,"body":"So,"},{"startTime":1707.379,"endTime":1708.93,"body":"I'm excited about it too."},{"startTime":1708.93,"endTime":1712.592,"body":"So thank you so much for coming on and talking about this."},{"startTime":1712.592,"endTime":1715.193,"body":"So you can find the website."},{"startTime":1715.193,"endTime":1717.883,"body":"It is a co.uk website."},{"startTime":1717.883,"endTime":1720.794,"body":"It's not anything to do with deep sleep."},{"startTime":1720.794,"endTime":1727.836,"body":"it's it's HTTPS colon forward slash forward slash project Nemo."},{"startTime":1727.996,"endTime":1731.418,"body":"And that's an NEMO.co.uk."},{"startTime":1731.418,"endTime":1734.03,"body":"Thank you to Kathryn Katz."},{"startTime":1734.03,"endTime":1740.692,"body":"Emily and Mark, thank you also to our friends at Amazon and MyClearText for keeping us"},{"startTime":1734.03,"endTime":1740.692,"body":"online and keeping us captioned."},{"startTime":1740.692,"endTime":1745.319,"body":"And I look forward to continuing this conversation on social media."},{"startTime":1745.319,"endTime":1746.28,"body":"Thank you."},{"startTime":1746.958,"endTime":1747.781,"body":"Thank you."},{"startTime":1747.781,"endTime":1748.851,"body":"Thank you."}]}