Improving accessibility

Based on factors such as the demographic aging of the population and social demands for improvements in accessibility at facilities utilized by many people, Mizuho has been advancing its "Heartful Project" since 2005 with the aim of improving ease of usage for its customers. From 2016, on the basis of the Act for Eliminating Discrimination against Persons with Disabilities, we are endeavoring to move forward with further activities to promote barrier–free interiors and universal design projects.

Banks that anyone can use conveniently

Mizuho Bank has been promoting the Heartful Project since 2005. We are engaging in further barrier–free and universal design initiatives from three aspects: facility–related initiatives covering branches, facilities, and equipment; service–related initiatives covering customer forms and documents as well as Internet content; and psychological initiatives involving education and training to improve customer relations skills. Additionally, we display service marks on our website of branch information and at branch entrances to let customers know the status of each branch with regard to these initiatives.

Barrier–free status of each branch indicated at the branch entrance

Since fiscal 2013, Mizuho Trust & Banking and Mizuho Securities have been moving forward with activities to promote barrier–free interiors and universal design projects in accordance with their business and customer characteristics.
 

Facility–related initiatives

Tackling improvements based on its own original specifications

Using the Tokyo Metropolitan Government's Barrier–Free Building Ordinance as a reference, MHBK has drawn up its own "Branch Improvement Standards" and is adopting universal design principles for its branch facilities. These standards have established eight priority items known as the "Eight Basic Specs." Improvements have been completed for all branch facilities for four of the eight specifications.

Our initiatives to achieve all–round barrier–free environments and universal design have been recognized, and MHBK has been awarded the Fourth Barrier–Free Promotion Award from the Minister of Land, Infrastructure, Transport and Tourism as well as other rewards from local governments and other associations.

Eight Basic Specs: Adoption Rates (Work completed at 455 manned branches as of March 31, 2024)

^*   The total does not include branches where these facilities are not required, such as single–story branches.
 

Using Mizuho Bank's branch improvement standards as a reference, Mizuho Trust & Banking has drawn up the Mizuho Trust & Banking Heartful Branch Improvement Standards and is advancing initiatives in accordance with factors, such as branch layouts, on the basis of those standards. Mizuho Securities is likewise making progress with initiatives geared toward its branch layouts.

Introduction of automated external defibrillators (AEDs)

Automated external defibrillators (AEDs) are installed at all Mizuho Bank, Mizuho Trust & Banking (excluding some sub–branches), and Mizuho Securities sales branches, and first–aid training programs are conducted from time to time for employees that include explanations on how to use an AED.
 

Service–related initiatives

Progress in introducing people–friendly tools

In addition to providing the means by which to use a range of services, such as telephone banking and Internet banking, that utilize and give consideration to users of text–to–speech software, Mizuho Bank has made available tools and services that assist smooth communications with customers, including those with visual or hearing disabilities and foreign nationals. Mizuho Bank is also constantly devising improvements to make its forms and documents as well as ATMs easier for customers to use.

   

Tools and services to assist smooth communications

Tools/services		Where available (offices in Japan)
"Ear mark signs" "Whiteboards for written communications" An "ear mark sign" is placed on the reception desk or counter of our sales branches. We are able to accept written communication when a customer makes such a request by pointing to the ear mark sign, for example. Please feel free to ask for the service.		MHBK, MHTB, MHSC
"Communication boards" Pictographs show content of transactions and procedures. * Information is available in multiple languages at Mizuho Bank, including Chinese.		MHBK, MHTB
"Communication sheet" Display an order and various procedures, the investment consultation, and other main services		MHSC
"Telephone relay service (public infrastructure)" A real-time interactive telephone service is available for the convenience of customers with hearing or speech disabilities, where a specialized operator interprets sign language or text and sound.  Scope of the service at MHBK and MHTB: General inquiries, notification of loss or theft of a cash card, etc., balance inquiries and transfer inquiries Scope of the service at MHSC: Mizuho Securities card suspension, Net Club login lock		MHBK, MHTB, MHSC
"Mizuho Bank sign language interpreting service" Customers with hearing or speech disabilities can communicate in sign language or writing via video call. Scope of the service: General inquiries, notification of loss or theft of a cash card, etc. * For corporate customers, this service is only available for notifying loss or theft.		MHBK
"Special form for customers with hearing or speech disabilities" A special form is available for customers with hearing or speech disabilities at the "Comments and complaints" window.		MHBK
"Interpreting Service for Non–Japanese Customers*" Interpreting Service in English, Chinese, Korean, Portuguese, Spanish, Thai, Russian, and Vietnamese utilizing Tablet Computer * Please note that this interpreting service is only for general inquires such as directions and does not cover bank transactions.		Ten MHBK Branch locations (As of  March 31, 2024) Ginza, Roppongi, Shibuya, Shinjuku, Ebisu, Yaesuguchi, Ueno, Kameido, Yokohama-ekimae, Kawasaki
"Notices in Braille" Information about ordinary deposit balances, transaction details, and time deposit maturity date notification compiled in Braille.		MHBK
Voice-Guided One-Time Password Card Voice terminals to generate one-time passwords required for transactions via Mizuho Direct are available for visually-disabled customers.		MHBK
Mizuho Voice Support Dial This service enables visually-disabled and other customers who need voice guidance to conduct transactions such as money transfers and card loans over the phone. (This service requires a Mizuho Direct contract.)		MHBK
"Securing Web Accessibility" Our objective is to have our many website users, including elderly customers and customers with disabilities, have access to our website content regardless of the terminals, web browsers, support technology, etc. they are using.		Mizuho Financial Group (Meets JIZ X 8341–3–2016 Level A standard aimed at securing web accessibility)

ATM screens that show Universal Design considerations

When upgrading its ATM screens, Mizuho Bank bases the changes on opinions gained from customers and incorporates universal design elements, such as in the screen layout and color configuration. As a result of its initiatives, Mizuho Bank obtained the finance industry's first "authenticated verification of ease of usage" from the user research organization Jitsuken. Following on from these initiatives, Mizuho Bank is making ongoing improvements on its ATM screens based on customer feedback.

Mizuho Bank ATM Screen

Conscientiously serving the needs of customers with disabilities

Mizuho Bank and Mizuho Trust & Banking regulations now formally specify that customers with visual or other impairments must be assisted in completing procedures at service counters by having Mizuho staff read or write on their behalf.

We also ensure that visually-disabled customers, who find it difficult to use ATM for transfers, and customers using wheelchairs, are provided the same transfer fee as when using an ATM when making transfers at our service counters. (In some cases, the customer's physical disability certificate may be verified at the time of the transaction.)

Human-centered initiatives

Efforts to improve responsiveness to customers

Aiming to be a financial institution providing satisfaction to a wide range of customers, we are seeking to deepen our understanding of, and improve our hospitality and responsiveness for customers including the elderly customers and customers with disabilities.

Promotion of certifications and qualifications

Training of Dementia Supporters

We run a Dementia Supporter training course as part of joint group-wide onboarding for new graduates and tellers/receptionists to ensure that our staff adequately respond to the needs of customers from day one.
We have over 24,000 dementia supporters group-wide as at the end of March 2024.

Promotion of qualification as Care Fitters

We encourage our staff to obtain the qualification as "Care Fitter," with practical knowledge and skills to provide adequate care for the elderly customers and customers with disabilities. In particular, Mizuho Bank aims to make the customer consultant assigned to each of its branches in principle a qualified Care Fitter.

Manuals and training

In order to help our staff gain more expertise, we are working with external specialized institutions to prepare booklets outlining how to treat the elderly customers and customers with disabilities along with relevant good practices. Those manuals are shared with all of our staff at sales branches for on-site training and better services.
We also conduct annual training sessions to better meet the needs of customers by promoting understanding of the Act for Eliminating Discrimination against Persons with Disabilities, providing information on available services and ensuring that our staff can give due consideration when serving customers in need.