Making a difference
When Keny Yuen, Digital Accessibility Manager, joined HSBC in Hong Kong in 2022, he was excited to discover that a major, global bank was taking digital accessibility seriously.
As someone who’s blind, I know firsthand how important it is to be able to access your banking needs independently and securely.
I’ve got more than a decade’s experience supporting visually impaired people – and my role is to make sure that our digital products meet accessibility standards and they’re accessible for everyone.
If I identify any gaps, I let the team know – and advise them on any improvements that they need to make.
I also run training sessions, so colleagues understand the impact and the benefits of accessible design. We want our products to be more than just accessible – we want them to be a great experience for everyone.
I was the first disabled member of my team and I felt proud to be able to bring my own perspective, to share insight on the user experience – and to help shape local apps in the Hong Kong market, like PayMe and Easy Invest.
HSBC’s international, flexible culture enables me to collaborate globally and continue learning. So much so that I completed my master’s degree, alongside my work.
Making life better for people with disabilities is my mission, both inside and outside work.
Our apprenticeship programme
In 2024, we launched a Digital Accessibility Apprenticeship Programme, designed exclusively for disabled and neurodivergent apprentices.
The programme comes with a commitment that we offer apprentices a permanent role at the bank, once they’ve completed the programme. It was created specifically for disabled and neurodiverse individuals in the UK.
- Three apprentices were selected for the most recent programme: Romila, Mohammad and Cameron
- The programme focused on Digital Accessibility and Software Development
- Apprentices gained experience by working with various digital teams across HSBC, supporting both customer-facing and colleague-facing projects
- All three successfully completed their apprenticeships in 2025 and are now in full time roles at the bank
The programme’s objectives:
- Increase the representation of disabled and neurodiverse colleagues within HSBC and the digital accessibility profession
- Provide a proven model and framework for other HSBC teams and organisations to recruit disabled and neurodiverse talent
- The programme started in January 2024 and lasts two years
Meet our apprenticeship programme graduates
Cameron Bishop
As someone who struggled with higher education, the apprenticeship programme gave me a great balance of studying and applying what I learnt to a practical setting.
The programme was a great avenue to establish a career, as opposed to the jobs I’ve had before. The opportunity also helped me learn a lot about how to navigate a big company.
It gave me a very supportive learning environment to understand what I needed to learn for the job. I learnt a great deal about web development as well as the importance of digital accessibility – all from some of the best in the field.
Now that I’ve completed the apprenticeship, I’m excited to contribute what I’ve learnt back to HSBC and leave my mark on the field of digital accessibility.
Romila Jeevapalan
In January 2024, I joined HSBC’s Digital Accessibility Analyst Apprenticeship programme.
As a deaf, Sri Lankan woman in the tech sector, I have always been motivated to be successful in a field that often lacks diversity, especially representation for individuals like me.
I wanted to find real-world, practical opportunities to use my academic skills.
The apprenticeship allowed me to get practical experience, boost my confidence, and integrate in a work environment. It was the perfect connection between learnt theory and the workplace.
I completed my apprenticeship with a distinction. I am proud of what I achieved last year.
I’ve also spoken at events, including the Global Accessibility Awareness Day (to more than 1,500 people) and the International Sign Language Workshop – and the Deaf Community Awareness Workshop, all to raise awareness about accessibility.
I have learnt how to communicate in both a technical and non-technical way, to connect with my target audience.
I also learnt how to manage my time effectively, balance project work with speaking events, and keep improving my knowledge of digital governance and accessibility.
I am particularly interested in learning about and using the Web Content Accessibility Guidelines and looking at website design for all.
It’s been a very positive learning curve and it’s great to be part of a team that has a unique edge in the digital accessibility world.
Mohammad Akbar Choudhury
Throughout my apprenticeship, I’ve gained a broad set of technical skills, covering everything from front-end design to back-end database development.
When I first joined HSBC, my technical experience was limited, but I brought with me a real passion for technology.
With the support and encouragement of my team in Group Digital Experience and Accessibility, I’ve grown both professionally and personally and I’m really excited that I’ve successfully completed my apprenticeship.
I began my journey unsure of how to express myself and with only a basic understanding of computers.
Today, I’m proud to act as a Speak Up Ally for my colleagues in Brand, and I can now build applications that are both on-brand and fully functional.
Looking ahead, I’m excited about the contribution I can make to help us succeed in our aim to become the world’s most digitally accessible bank – and to continue supporting both our customers and colleagues.
We have a duty to share our digital accessibility expertise
Our focus on being a digitally accessible bank is about far more than having a competitive advantage - it’s the right thing to do, says Robert Hsu.
User research is vital for improving digital accessibility
By working with users with a range of disabilities, we can ensure our products are accessible in practice as well as theory, says Chris Bailey.