Imagine navigating your favourite shopping mall, but unable to communicate freely with staff, ask questions, or truly engage with your retail experience. For many Deaf Joburgers, this has been a daily reality.
However, a groundbreaking service is rapidly changing that, thanks to CONVO South Africa, which is rolling out on-demand sign language interpreting services in malls across Johannesburg and beyond.
A solution born from personal need
CONVO, an international organisation with its roots firmly in the Deaf community, was founded out of a deeply personal need. "Our owners and founders are all Deaf, and the service stems from a very personal desire to have interpreting services in public spaces," explains Chelsea Williamson, General Manager at CONVO South Africa.
Historically, accessing an interpreter meant pre-booking and arranging their attendance, a significant barrier to spontaneous interaction. "Technology has made it possible to bridge that gap, and that's what sparked the beginning of CONVO."
The service, which has just made a significant splash at Clearwater Mall on the West Rand, is surprisingly simple to use. Malls partnering with CONVO place QR codes strategically around their premises. Deaf shoppers simply scan a code with their smartphone, no app downloads, no registrations, and are immediately connected to a qualified South African Sign Language interpreter.
Clearwater Mall was chosen not just for its high density of Deaf customers in the surrounding West Rand area, but also for its community-first philosophy. Williamson quoted the mall's GM, noting, "Malls are no longer just about a shopping experience; it's about building a community and a safe space." This ethos perfectly aligned with CONVO's mission.
The immediate impact: True inclusivity
The impact has been profound. Deaf customers have expressed a newfound sense of freedom and inclusion. "They didn't realise how many barriers they had," Williamson shares. "They were so used to not having access and just 'making a plan.' With CONVO now being available, all of a sudden, they have access and can feel what true inclusion and accessibility are supposed to feel like."
Williamson says one customer, previously accustomed to short, one-word answers in stores, was blown away by her options when using CONVO, because the app allowed her to have a full conversation.
Equally surprising has been the revelation for mall staff. Many didn't realise the number of Deaf customers and even employees they had until CONVO's introduction highlighted the need for better communication.
A fully accessible Joburg
Looking to the future, Williamson envisions a South Africa where "people with disabilities no longer have to fear a lack of access." The ultimate goal for this technology is "full inclusion and equal access," creating safe spaces where everyone feels like an equal member of society.
For those eager to experience this inclusivity, CONVO is already active in six shopping centres: Clearwater, Eastgate, Westgate, The Glen, Rosebank, and The Pavilion in KZN. Beyond malls, CONVO is expanding its reach by partnering with major retailers, including Shoprite, Checkers, Nedbank, and the iStore, located on Sandton Drive.
The vision extends even further, with plans to make public transport, airports, hospitals and clinics accessible, ensuring that the Deaf and hard-of-hearing community can navigate all public spaces with ease.
This initiative is a decisive step towards a truly inclusive Johannesburg, making our vibrant public spaces accessible to all. So next time you're at one of these malls, keep an eye out for those QR codes; they represent a new era of communication and community.
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