Actually, banks are a heavily regulated industry and they have to comply with strict non-discrimination requirements including making all reasonable accommodations for people with disabilities.

If you know someone who uses a screen reader and is therefore unable to use HSBC’s app, encourage them to file a complaint with the appropriate regulator (in the US, try https://www.consumerfinance.gov/complaint/ ).

Banks are very attentive about listening to their regulators.

(Of course, it’s possible that what HSBC did still works with commonly used screen readers for the blind because they actually thought of this.)

That’s the common gag, but ACTUALLY the difference is in whether the recipient of the comment was open to hearing it and whether the speaker intends merely those literal words or has other implications.

I carefully read through the article and did not find a link to the study. Would you be willing to share the link here?