An Inclusive Brew: InSignLanguage & ING's Recipe for Connection and Accessibility

For the majority of us, ordering a coffee is a simple part of our daily routine. But for Deaf employees at ING's London headquarters, this perceived act of being easy was a significant, frustrating barrier that created a feeling of being excluded. This all changed when ING, recognized the need for a more inclusive environment, partnered with InSignLanguage to transform their on-site cafe. The goal was to go beyond a simple fix, creating a genuine connection and fostering a sense of belonging for everyone.

Inclusion isn’t just about policies—it’s about the everyday experiences of the employees. During a recent inclusivity audit, global financial institution ING identified a notable gap with the inability for their Deaf employees to easily access beverages at their London headquarters.

A Recipe for Communication

The company worked to find a solution that would improve communication between service personnel and Deaf employees, ensuring everyone felt included and empowered in the workplace. InSignLanguage's solution was both practical and effective. It was understood that building a truly inclusive space required more than just a translated menu. The partnership focused on empowering cafe staff with the skills and confidence to communicate directly with Deaf employees.

ING & InSignLanguage staff

The project had a mixture of ingredients:

Deaf Awareness Training: InSignLanguage provided all cafe staff with a training sessions. They learned essential British Sign Language greetings and key signs for ordering from the menu. This wasn't just about memorization, it was about building empathy and understanding.

The "Sign for a Free Coffee" Incentive: To make learning fun and encourage staff to practice their new skills, a special incentive was introduced. If the staff could successfully take a customer's coffee order in sign language, the coffee was free! This innovative approach transformed a potential communication barrier into a shared, positive experience

ING partnered with InSignLanguage, leveraging years of expertise delivering workshops, services, and training for Deaf awareness. It spanned across over 20+ company referrals involving 3000+ participants in 200+ workshops delivered over 8 years successfully. Together, a comprehensive program was designed and aimed at bridging the communication gap:

BSL Translation of the Café Menu: Making options fully accessible to Deaf employees

Written BSL Guides for Staff: Step-by-step instructions for greetings and ordering

Custom Training Materials: Unique resources tailored to ING’s café environment

Onsite Deaf Awareness Training: Three hours of interactive sessions for service staff and barristers

Ongoing Support: Ensuring guides and training materials stay up to date as the menu changes

According to research, over 60% of Deaf employees report feeling isolated at work due to communication barriers*. Simple interventions, like Deaf awareness training and accessible menus, can dramatically reduce that isolation—making the workplace more inclusive, supportive, and productive.

This seemingly inconsequential initiative had a massive impact and achieved far more than better communication—it helped foster a culture of inclusion. It turned a daily chore into a moment of genuine connection, breaking down the isolation that many Deaf employees feel at work. The training had a ripple effect, increasing awareness of BSL throughout the workplace and proving that a commitment to inclusivity can start with something as simple and universal as a cup of coffee.

This project is a powerful example of how a collaborative and human-centred approach can create a more welcoming and productive workplace for all. It proves that by investing in genuine communication and understanding, companies can foster an environment where everyone feels seen, heard, and valued. Addressing something as everyday as ordering a coffee, ING demonstrated that inclusivity isn’t just policy—it’s action. And sometimes, creating a truly inclusive workplace starts with a cup of coffee and a sign.

*Sign Solutions