Ensuring accessibility for all customers

See how Fidelity is designing inclusive experiences

Fidelity Investments earns a top score of 100 on the Disability Equality Index (DEI) for the fourth year in a row1

Did you know that a quarter of U.S. adults have a disability? Disability is the most inclusive minority group in the world—whether it’s from birth, injury, aging or illness, any one of us can find ourselves a part of it at any time.

While this statistic may seem daunting, ensuring an inclusive experience so that everyone can manage their financial well-being effectively is possible. Fidelity has made it a priority to optimize how all our customers interact with us. We are committed to making customer experiences simple, more personalized, and easily accessible by people of all ages, cultures, backgrounds, and abilities.

How are we doing it?

Fidelity has developed firm-wide digital accessibility standards and are including them in our “definition of done.” This means we won’t release a new customer experience or enhancement unless it passes our robust accessibility requirements. And while the work is far from over, our designers and developers have already made great strides designing experiences with disability inclusion and accessibility in mind.

  • For customers who are blind or with low vision we have designed Fidelity.com, NetBenefits®, and our mobile app experiences to be optimized for screen-only or keyboard-only use and use closed captioning in most of our videos.
  • Customers who can’t vocalize for themselves on calls can use a relay service to communicate with a customer service representative. We have provided reference materials and training for our employees to make this as effortless as possible.
  • Fidelity branch representatives can use a live American Sign Language (ASL) interpreter via a tablet to facilitate a conversation with customers who are deaf or hard of hearing and fluent in ASL.

Fidelity also holds its vendors and suppliers to a high standard by requiring all new and renewing contracts to meet certain accessibility requirements. And we are building our capabilities to adapt any digital features that are not sufficiently accessible to our customers.

Get involved

This October, the theme of National Disability Employment Awareness Month (NDEAM) is “America’s Recovery: Powered by Inclusion.” Check out these resources to help you and your employees observe and participate in this important event.

If you have any questions about Fidelity’s accessibility efforts, please reach out to your Managing Director.

12018/2019/2020/2021. Disability Equality Index® measures Culture & Leadership, Enterprise-Wide Access, Employment Practices (Benefits, Recruitment, Employment, Education, Retention & Advancement, Accommodations), Community Engagement, and Supplier Diversity. Learn more at https://disabilityin.org/what-we-do/disability-equality-index.

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