Why accessibility should never be an afterthought

The everyday barriers

Here are just a few examples of the issues I regularly face:

• Inaccessible shop layouts: Many stores – shockingly, even new ones – fail to consider wheelchair users in their design. I often have to wait while someone else finds items for me, or I struggle to navigate narrow aisles without causing disruptions. These barriers to accessibility diminish the overall shopping experience.
• Dining dilemmas: Tables that are too low, too high, or have awkward leg designs can make eating out uncomfortable or even impossible. For example, table legs that extend outward may prevent a wheelchair user from positioning close enough to the table. It’s not something most people think about, but for wheelchair users, it’s a constant concern.
• Toilets that aren’t truly accessible: From slippery floors to makeshift staff changing rooms, so-called ‘accessible’ toilets often fall short. It’s not just inconvenient – it’s unsafe.
• Limited clothing options: As someone who can’t dress independently and needs larger sizes, I find high street fashion incredibly inaccessible. I do most of my shopping online, not by choice, but because I know I won’t find what I need in-store and there is a complete absence of accessible changing facilities. Designer labels offer limited options, if any at all.
• Barriers to spontaneity: Whether it’s buying event tickets or booking a holiday, disabled customers are often forced to plan far in advance, provide documentation, and jump through hoops that others don’t face. Securing accessible accommodation may necessitate booking up to two years in advance!
• Inconvenient service hours: Many disability-related services operate only during standard working hours, meaning I have to use annual leave just to buy essential equipment.

Where some brands are better than others

The good news? These barriers are avoidable.

Here are a few ways brands can make a real difference:

• Design with accessibility in mind from the start – and not as an afterthought.
• Engage directly with disabled people when planning new stores, refurbishments, or services. Secret disabled shoppers can offer invaluable insights.
• Offer inclusive sizing and adaptive clothing in-store, not just online.
• Make accessible tickets available online, without requiring extra documentation.
• Extend service hours for essential disability-related products and services.