Digital accessibility is a hot topic for PropTechs and the wider property industry, and getting this right should be a top priority to ensure inclusivity across all prospects, clients and customers.
For many members of society, using a website or app for products and services is an easy journey. But for those people who do not have access to a smartphone, or have hearing, sight, or physical disabilities, digital access can be much more challenging.
Currently, there are 16 million people with a disability, many of whom have difficulty accessing smartphone and tablet apps. Research by RiDC (Research Institute for Disabled Consumers) shows that over a quarter of disabled people are unable to use smartphone and tablet apps.
Furthermore, smartphone ownership amongst older age groups is low*, with just 77% of those aged 55 to 64 and 69% of those aged 65 and over, using a smartphone. (*Source: Finder.com).
Making access to key services like opening a bank account, or renting a house, has become a fine balance between the customer experience and strong compliance controls. We must consider both elements – protecting society from money launders, fraudsters, and criminals, without putting too much of a burden on those within marginalised parts of society.
Take doing a simple ID check, having to take your documents in person in a branch, can be difficult for those with physical disabilities but also for those people who have to work multiple jobs, that care for family members or simply can’t afford to take time off work.
In these cases, digital verification provides a far faster, simpler, and a more accessible solution. That’s not to say that digital verification doesn’t have its own accessibility and inclusivity challenges.
Credas serves millions of people each year from hugely diverse backgrounds, from the young and old; educated and non-educated; able-bodied and disabled; and BAME. 40% of all users choose to do so using via our desktop/mobile solution rather than our app. By offering both an app or portal option, as well as an in-person solution, we make our solution accessible to a wider range of people.
Over the last 12 months, the largest volume of ID checks has been carried out amongst 31-40 years (26%), followed by 41-50 years (21%), 51-60 years (19%), 21-30 years (18%) and 61-70 years (12%). The age group with the lowest number of ID checks are 20 years and under (1.5%).
There is a misconception that the older generation struggle with digital ID checks, but our data tells a different story. The pass rate, for those aged 60+ was 82% compared to 88% for those aged 21-40 and very similar to those aged under 21. The main reason the pass rate dipped for older age groups were due to the documents they submitted rather than failing to complete the process.
How can PropTechs improve digital accessibility
One way PropTechs can help design products that take into consideration the different accessibility challenges, is by having a diverse workforce. Without a doubt, diversity in a business fosters innovation by bringing together people with different backgrounds, experiences, and viewpoints that can be used to build products that work for everyone.
“Digital accessibility is no longer a ‘nice-to-have’ but a fundamental aspect of user experience in the property industry” says Nelly Berova from Art Division, a London-based digital marketing and web design agency. “We see firsthand how inclusive design not only broadens the reach of PropTech solutions but also builds trust and engagement across diverse audiences. Ensuring websites and apps are optimised for accessibility – through clear navigation, adaptable interfaces, and compatibility with assistive technologies – should be a key focus for any PropTech company looking to remain competitive in an increasingly digital world.”
At Credas, we have triple the national average of BAME employees and have doubled the number of women we employ over the last 12 months. This has led to more creative solutions and innovative products that better address digital access for our users.
Overall, improving digital accessibility in the UK property industry not only meets legal and ethical obligations, but also opens new opportunities, enhances reputation, and contributes positively to society as a whole.
PropTechs that enhance the accessibility of their products and services, will make real estate transactions more inclusive and accommodating. This not only expands their market reach, but also demonstrates a commitment to social responsibility and ethical business practices.
