Customers with dyslexia

How to help

Given that up to one in 10 people have dyslexia (according to the British Dyslexia Association), you are very likely to meet customers with this condition.

People with dyslexia process information differently. Dyslexia is linked to working memory. Some people with dyslexia experience visual stress – a sensitivity to colour, light source and intensity. The areas primarily affected are reading, writing, spelling, numeracy, time-keeping and personal organisation.

Dyscalculia is another condition which affects working memory, but this time it affects a person’s ability to carry out numerical tasks, to keep track of time and to remember number sequences. Far less is known about dyscalculia than dyslexia, but it is estimated to affect around 5 per cent of the population (according to the British Dyslexia Association).

While dyslexia and dyscalculia are common conditions, many people who experience them may not identify themselves as having a disability or mention their condition to you.

Understanding the conditions and how you can help customers is therefore incredibly important.

Speaking to the customer

• Give customers plenty of time to read through documents and process information.
• Offer to explain written forms to customers, even if other customers are waiting to be served.
• Some customers may prefer to take forms home, but don’t assume this; ask the customer what they prefer and offer your assistance with completing the form.
• Some people with dyslexia find following a sequence of instructions difficult and may carry out actions in an unexpected order. Back up verbal instructions in writing, and give simple verbal instructions, one at a time.
• Ask the person to repeat back instructions, to ensure that you have been understood correctly.
• Offer to talk through costs with customers, if written information is difficult to understand.

Accessible communication

• Providing written information on coloured paper can be helpful for people with dyslexia. Check with the person which colour works best for them. Having a small supply of coloured acetates or overlay sheets available can also be useful.
• Use a large (12pt or above) sans-serif font and avoid justifying paragraphs. Variable spacing can be confusing if you have dyslexia.
• Offer forms or other literature in alternative formats, such as audio.
• Electronic information boards can be confusing for people with dyslexia and people with dyscalculia. Ensure that audio announcements and information points are also available and be ready to guide people, especially in busy, noisy areas.

Taking payment

• People with dyscalculia may find it hard to calculate how much they owe, or to count out money. Offer to assist the person.
• Some people may have difficulty remembering numbers in sequence and may opt to use a Chip and Signature. The card reader will automatically ask the customer to sign to authorise a purchase, instead of putting in a PIN.

Final thoughts

Using public transport can be particularly difficult for people with dyslexia or dyscalculia. People may need help to understand timetables, spot a route number and recognise place names.