In the UK, 1 in 5 people will experience difficulty speak at some point in their lives. It is essential that we support people who face these difficulties by enabling them to communicate in a way that meets their needs.

Speak Easy is a set of physical cards designed to support customers who have difficulty speaking when carrying out banking activities in branch. Each card shows a commonly used banking phrase or request supported by a clear image with key words in bold. Customers select a card and show it to a colleague to start a conversation.
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The cards were initially developed by a team of Nationwide colleagues, many of whom had lived experience of communication difficulties.
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Following a successful pilot, Nationwide collaborated with two panels of lived experience experts from the Stroke Association and the British Institute of Learning Disabilities (BILD). Their input helped refine the cards, ensuring they meet the needs of people with communication difficulties.

Speak Easy cards help customers who find it difficult to speak or be understood when visiting a branch. They give a simple, dignified way for customers to communicate their needs without having to speak.
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Speak Easy supports customers who experience communication barriers due to a wide range of conditions or situations including but not limited to:
- Stroke or aphasia.
- Hearing loss or Deafness.
- Neurodivergence.
- Learning disabilities.
- Mental health difficulties.
- Stammers.
- Illness such as throat cancer.

If people are not able to communicate effectively, they face barriers to accessing products and services and are at risk of harm such as:
- Fraud and scams.
- Mis-buying or mis-selling.
- Financial abuse.
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Speak Easy cards can be downloaded digitally and must be printed professionally following the approved printing specifications in the guidance.
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There are 2 versions of the Speak Easy cards:
- A digital version for online access and viewing.
- A print ready version designed specifically for professional printers.
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Important conditions:
- Cards must not be printed locally.
- Printing must follow the specifications set out in the guidance.
- Cards must remain unbranded.
- The copyright card must be included in every pack.

Colleagues should:
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- Put the cards in prominent places in the banking hall so that customers can easily find them.
- Politely offer the cards to a customer if they appear to be struggling – see the guidance for tips on how to spot if someone is having difficulty.
- Ask the customer if they would like to go somewhere private.
- Use closed questions to enable a customer to answer using the yes / no / don’t know card.
- Be led by the customer – some customers may use the cards for part of the interaction others may use them for the whole conversation.
- Allow customers time – conversations using the Speak Easy cards make take longer.
- Follow the training and tips provided in the guidance.

What are the Speak Easy cards for Reception Areas?
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This is a version of the cards designed to be used at reception in head offices. They are for colleagues and visitors to use.
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They follow the same principle as the Speak Easy cards with commonly used requests and phrases that are used in receptions together with a supporting image. For example, ‘I have forgotten my pass’ and ‘how do I access the WiFi’.

These can be downloaded for free and should be printed using the specifications in the guidance.

The disclaimer, requirements and guidance is applicable to these cards as well.