Customers who are blind or visually impaired
Text-to-speech software, such as TalksTM and Mobile SpeakTM, enables blind or visually impaired customers to use text messages on their mobile phones. The screen reader software also helps them check status information such as battery life and signal strength. Talks is available in Australia, Greece, Ireland, Italy, New Zealand, Portugal, South Africa and the UK. Mobile Speak is used by some 6,000 customers in Spain, where we also offer 'Mobile Magnifier' software, an application that increases the size of the elements that appear on the mobile telephone screen.
Talks and Mobile Speak both work in all phones that use the Symbian operating system. This includes phones made by leading global handset manufacturers such as Nokia, Samsung and Siemens. We are investigating whether it will be possible to distribute the software as an MMS download, making it easier and quicker for users to obtain the service.
Vodafone Spain has developed software that uses GPS to guide blind or visually impaired customers. 'Easy Walk' provides detailed information about the users' current position and gives instructions that the customer can follow to arrive at a specified place. It speaks street names and numbers to the user as well as intersections and interesting places. In case of emergency, the user can raise an alarm. When this occurs, an operator locates the person on a map and then either guides the user, step by step, to a preferred destination or warns somebody to get in touch with the customer. The pedestrian GPS navigation service launched in the Czech Republic in 2007 enables visually impaired people to identify their location quickly by calling a help centre. The operators identify the caller’s location using GPS, and also provide telephone directory services and help callers find their nearest transport links.
Researching the needs of customers
We commissioned consumer research in Spain and the UK in 2006 to better understand the needs of blind and visually impaired customers. Mobiles play a significant role in the everyday lives of those surveyed, not just for communication but as a means of being independent, providing security and reassurance when lost and helping to feel part of mainstream social culture.
The research found that a range of services is required to meet the needs of customers with different levels of visual impairment. The text-to-speech function is particularly useful for blind customers. People who are less visually impaired prefer other features such as a larger font size, a more inclusive user interface or a keypad designed to be easier to use.
The people interviewed preferred these features to be made available in standard handsets rather than one designed specifically for them. Blind and visually impaired customers want to be able to use the full functionality of mobile phones available to other users, especially functions of particular use to them such as voice-activated location services. Vodafone is continuing to review opportunities to develop new features to improve the experience of customers who are blind and visually impaired.