I had one of those rare and genuine EUREKA! moments this morning.
No, I wasn’t on the bath; I was sipping tea, in bed, researching a potential new client’s accessibility options and their booking process. And THAT’S when it hit me!
Not a new product idea.
Not a new piece of technology.
It was a realisation that EVERY website or physical location I’ve ever visited separates access information from the main experience:
Here is the normal page.
Here is the booking page.
Here is the visitor information.
Here is the customer journey.
And then, somewhere else, there is usually an accessibility page.
Often created with good intentions.
But still separate.
Still ‘other’.
Still asking disabled people, older people, anxious people, neurodivergent people, parents, carers, patients, passengers and families to go looking somewhere else for the information they need to feel confident.
That doesn’t feel right to me.
Because access needs are human needs.
Some are permanent.
Some are temporary.
Some are visible.
Some are hidden.
Some arrive suddenly, through illness, injury, surgery, age, anxiety or circumstance.
And at some point, directly or indirectly, almost all of us will need better access information.
A broken ankle.
A child in a pushchair.
An elderly parent.
A medical appointment after bad news.
A first visit to an unfamiliar school.
A railway journey with anxiety.
A hospital visit with dementia.
A theatre trip with sensory concerns.
A hotel stay after surgery.
A day out with someone who cannot stand for long.
None of that makes someone “other”.
It makes them human.
So why do we still design information journeys as if there are two groups?
The normal visitor.
And the accessible visitor.
The normal customer.
And the disabled customer.
The normal journey.
And the accessible journey.
What if that is the wrong starting point?
What if the better answer is one clear, inclusive process for everyone?
The booking information includes access information.
The visitor information includes access information.
The journey planning includes access information.
The images, maps, videos, virtual familiarisation, written descriptions, parking, entrances, toilets, seating, quiet spaces, lifts, gradients, distances and what-to-expect information are simply part of how the organisation explains itself.
Not hidden away.
Not bolted on.
Not treated as someone else’s page.
Because the goal should not be to send people away to find the “accessibility bit”.
The goal should be to help everyone understand whether they can confidently get there, get in, move around, take part, stay, leave and come back again.
That is the real point.
At Ocean 3D, our aim is to ‘help people know before they go.’
Not because some people are different.
Because all of us are human.
And human needs change all the time.
Chris
Ocean3D.co.uk