Help for disabled customers

Many businesses have taken steps to increase accessibility for disabled customers — for example by installing lifts or wheelchair ramps — but critics like consultant Molly Watt say that their efforts are falling far short of what people with disabilities actually need. “Too many retailers believe that ‘accessibility’ means having step-free access for wheelchairs, but it’s so much more,” comments Watt, usability and accessibility consultant for the experience design agency Sigma in Macclesfield and Cambridge. “I’ve been refused entry to premises in the past, because I’ve been with my guide dog,” Watt, who has Usher syndrome, an incurable genetic condition, told The Telegraph.

Watt says businesses can help disabled customers by keeping shop floors clear, providing large-text or Braille signage, and allowing disabled customers to avoid queues. She also suggests providing audio induction loops for people with hearing aids.

Ceri Smith, policy and campaigns manager at the disabled charity Scope, says retailers need to be better trained. “Poor or patronizing attitudes, and being ignored or talked over have a big impact on the experience of disabled shoppers.” accessibility [Ek)sese(bileti] , Zugänglichkeit; hier auch: Barrierefreiheit audio induction loop [)O:DIEU In(dvks&n lu:p] , induktive Höranlage Braille signage [)brei&l (sainidz] , Beschilderung in Brailleschrift disability [)dise(bileti] , Behinderung disabled [dis(eib&ld] , behindert fall far short of sth. [)fo:l fa: (SO:T Qv] , etw. bei weitem nicht erreichen hearing aid [(HIERIN eid] , Hörgerät patronizing [(pätrenaizin] , bevormundend, gönnerhaft premises Räumlichkeiten; [(premisiz] , hier: Geschäftsräume queue [kju:] UK , (Warte-)schlange retailer [(ri:tei&le] , Einzelhändler(in) talk over sb. [)to:k (EUVE] , jmdn. nicht zu Wort kommen lassen wheelchair ramp [(wi:&ltsee rämp] , Rollstuhlrampe

Shopping: difficult for the disabled