We have been committed to digital equality for many years. In line with our Lead the Future strategic plan and our purpose, we’re working to make digital tools and technologies easy to access and use. Because digital equality is for everyone, we also meet the needs of people with disabilities through an inclusive offer and contact channels that are adapted to individual requirements. Here’s more.
Designing offers and products with inclusion in mind
At Orange, our offers are based around our customers’ practices to best meet their needs. They are the ones who best placed to tell us how they use a particular tool to help them overcome a certain difficulty.
From people with motor, visual or hearing disabilities, to active seniors, the elderly or caregivers and their dependents, we address all our various audiences in a consistent way through our Design for All approach. This universal design philosophy includes people who find it harder to access our products. The selection of Autonomy offers and solutions was created to meet this commitment to inclusion. It presents mobile, internet and fixed solutions for the elderly or disabled, offering greater ease of use, reassurance and security.
Orange is much more than a telecommunications operator: our purpose extends to digital inclusion, so that the digital world can be accessible and useful to everyone.
Our approach is to focus on the needs and uses of our customers. We have gradually introduced more offers for the elderly to make life easier for people with disabilities.
More inclusive sales networks: gradual deployment specific to each country
Our operating countries comply with the common standards in force and incorporate our Lead the Future strategic plan on digital inclusion, but they also manage their autonomy products and services according to local needs.
In Africa, shops are becoming more accessible for people with reduced mobility. In Senegal, for example, most points of sale are wheelchair accessible, and salespeople are trained in how to welcome priority audiences.
Redesigned in-store reception
We are committed to transforming our points of sale to make them accessible to everyone. Beyond just welcoming people with reduced mobility, “Autonomy” shops offer an adapted experience for people with disabilities and the elderly.
Over 200 stores have the Autonomy label in France
In Poland, 144 stores are accessible for people with disabilities, representing a fifth of all stores.
Over 1,500 salespeople have been trained to meet the needs of different audiences in France.
Our customer advisors have expert knowledge of the Orange Autonomy catalog to offer solutions adapted or dedicated to our customers’ unique circumstances so they can help them use their devices.
To facilitate discussions with visually impaired people, there are tools that increase the font size or translate text to Braille in documents such as the product catalog, general conditions of sale or invoices, for example.
Interactions with the deaf or hard of hearing are made easy through sign language translation devices, with the my accessible store scheme, available in 15 stores in France. In Jordan, 11 stores are using an instant video translation app developed by a partner: SignBook.
Our customer service dedicated to different disabilities extends beyond the in-store experience. In France for example, we offer a special Autonomy customer contact center available via telephone, LSF (French sign language), LPC (Completed spoken language), and via text / Braille. We also offer 3 hours free of charge for our clients' interpersonal communications through Rogervoice platform.
Boosting understanding and awareness among employees
Before designing our content, offers, and points of contact, our employees take specific training on digital accessibility with more than 25 modules available. These courses apply to many professions within our teams, particularly web developers, designers, marketers, editorial content writers, and communicators. The training modules are adapted to the technologies and tools used by Group employees to make sure they access the most relevant content as well as current legislation and accessibility standards.
Autonomy catalog: potential future synergies with companies
Although the Orange Autonomy catalog is primarily intended for the public, it is also appealing to a whole ecosystem of organizations, in particular healthcare establishments or nursing homes, who use our solutions for remote assistance purposes, connected medicine or nutrition. Further opportunities will develop in the coming years as disability and the aging population are a priority issue for both society and innovation.