An inclusive physical environment

Creating an inclusive physical environment is crucial for welcoming people with disability into your tourism or events business. The specific considerations will naturally vary depending on whether you’re running a retail shop, outdoor experience, cafe, or large-scale event.

Regardless of the business type, you will need to consider a number of factors relating to the physical environment to ensure an inclusive and accessible experience for all:

• Venue: is the entrance accessible (ramps, wide doorways, automatic doors)?
• Transport: is the venue reachable by accessible public transport or are there suitable private transport options?
• Parking: are there designated accessible parking spaces close to the entrance? Do you have both blue badge parking available, and non-blue badge spots available to reserve?
• Toilets: are there accessible toilets and gender-neutral options?
• Sound: consider PA systems and assistive listening options (hearing loops).
• Moving within: are pathways clear, elevators where needed, and surfaces safe?
• Lighting: is there good lighting in all areas, especially pathways and drop-off points?
• Visuals: are presentations accessible (captioning, Auslan, large print)?
• Signage: are accessible parking, bathrooms, and entrances marked?
• Changing places: are they available for those with complex needs?
• Recharge points: are these provided for mobility aids?
• Assistance: are staff trained and available to help if needed?
• Viewing platforms: are they required and do they have ramp access? Is the viewing experience equitable to other patrons (i.e. not too far away, with screens nearby, not obstructed by safety bars).
• Seating: are there appropriate wheelchair spaces with companion seating?
• Adequate space: Is there enough room for wheelchairs to manoeuvre?
• Sensory spaces: consider providing quiet, low-stimulation areas.
• Assistance animals: legally they must be welcomed and their needs accommodated (e.g. watering station, toileting spots).

Don’t feel overwhelmed! There are many resources available to help you create an inclusive physical space. The best way to ensure your plans are truly effective is to involve people with disability in the process from the very beginning.

An inclusive and welcoming atmosphere

Creating a truly inclusive and welcoming physical environment for people disability is crucial for any small business. This involves an atmosphere where everyone feels respected, valued, and able to fully participate in the experience.

To provide a truly accessible and inclusive experience, your small business should focus on creating a welcoming atmosphere, providing supporting materials to enhance the customer experience (brochures or apps) and encouraging other customers to embrace inclusivity.

Welcoming atmosphere

Train your staff and volunteers to engage with people with disability respectfully and effectively. Avoid making assumptions about what people with disability can or cannot do. Offer assistance when needed, but be sure to always ask first.

Supporting Materials

Create brochures, guides, or apps that provide detailed information about the accessibility features of your business and the surrounding area. Include tips on how to get the most out of the experience for people with disability. Make these materials available in multiple formats, including large print, Braille, and digital. You do not need to print large quantities of these materials but please ensure that your staff are aware of where these formats are kept for quick access.

Good examples of supporting materials include:

• Mona ‘The O’ app: includes information about the art on display plus a visitor guide and maps, pinpointing useful stuff like where the lifts are located, parent and carer room, and accessible toilets. The O supports VoiceOver and screen reader functionality. Mona recommends downloading the O app before your visit.
• Vacayit: With a tour guide app in your pocket, you can listen to local stories and history at your own pace. The Vacayit Audio Guide App is compatible with assistive technology like screen readers, and it has features such as transcripts and voice search that help navigate the app more seamlessly.
• What’s Doing App: The Whats Doing App allows you to advertise your venue as being inclusive and accessible and offers people with disability an opportunity to know what’s on in their local area.

Encouraging Inclusivity

Promote an inclusive atmosphere by educating your customers about the importance of being welcoming and respectful towards people with disability. Display signage that reinforces the message of inclusivity. Acknowledge and celebrate the diversity of your customers, including those with disability.