Accessible Tourism: The economics and business case

new zealand lakeIn this four minute video Professor Simon Darcy explains businesses can fall into the trap of thinking people with disability make up a very tiny part of the market, because they forget the friends and family members who might be travelling with them. This video was made for New Zealand Tourism. It is captioned.


Inclusively yours, Flanders

Market Square in Bruges, Belgium
Market Square in Bruges, Belgium

Visit Flanders (a Belgian Government tourism service) introduced the concept that “accessible tourism is tourism” more than 15 years ago. The idea was soon adopted at a political level and has received support from subsequent Ministers of Tourism. The idea has also spread across tourism administrations and also appealed to stakeholders in the tourism sector. The key point is that they are transitioning from “accessible” to “inclusive” tourism, taking the thinking from disability groups to everyone – including young people, low income families, young families with children, older people, people with disability – in short, anyone who presently finds it difficult to experience a carefree holiday. Download Tourism Flanders action plan here. 


Designing mobile apps for a National Park

Yosemite 1Creating Alternative Formats. The design of brochures for National Park Service in the USA has evolved into reliance on graphic images of pictures and maps as a means of stimulating interest in visiting. However, this style of brochure does not lend itself well to audio description and other formats. This article traces the detailed research into formulating appropriate designs for alternative formats. Adopting a components-based approach, the intention was to provide clear pathways for cross-modal translation of the printed material into audio-described media, which then, can be efficiently distributed via mobile apps, as an extension of these original components. There is also a link to the Unigrid system that is applied to all NPS brochures.



Destination Australia

Bill Forrester’s Travability website has information for destinations world-wide. Travability is a part of a worldwide group who’s mission is to create equality in accessibility in the hospitality and travel industries. Here are some links to a few Australian destinations:

Melbourne;    Queensland Parks Guide;   Adelaide

Uluru, Northern Territory;   Airbnb is making travel more accessible

For more see the Destinations section and the blog page

travability banner2


Universal Design in Tourism – Put the kettle on!

UD-logo-200x200Edited transcript from live captioning of John Evernden‘s presentation.

Synopsis: John outlines some of the simple things that can make travel and touring more inclusive and convenient for everyone, and how simple things such as being able to fit the electric jug under the tap at the hand basin are important considerations for everyone.

John Evernden Presentation transcript PDF

John Evernden Presentation transcript Word

John Evernden Slideshow PDF 4MB


Gearing up for inclusive tourism in Australia

UD-logo-200x200Edited transcript from live captioning of Bill Forrester’s presentation: Utilising Universal Design on “Soft Infrastructure” for Competitive Advantage and Greater Economic Returns

Synopsis: This presentation explains the importance of customer service in tourism, and that many tourists now, and in the future, will have a disability and many more will be ageing. Gearing up as in industry in Australia has been slow and there are missed opportunities. Bill Forrester uses examples from overseas to show how we can improve the design of tourism opportunities.

Bill Forrester Presentation transcript PDF

Bill Forrester Presentation transcript Word

Bill Forrester Slideshow PDF 6MB  


Customer Engagement in Tourism Services

Front cover of the toolkit.The “Universal Design for Customer Engagement Toolkit” provides comprehensive best practice guidance on achieving better customer communication.

In 2013, Irish Standard (I.S.) 373:2013 ‘Universal Design for Customer Engagement in Tourism Services’ was published by NSAI, the National standards Authority of Ireland.

These Toolkits were developed to help businesses apply the guidance provided in the standard. It provides practical and useful guidance on how to use Universal Design as a tool for better engaging with customers.

Go to the Centre for Excellence in Universal Design (Ireland) website to download the toolkits and video case studies for:

  • Business Objectives and Overview
  • Written Communication
  • Face-to-Face, Telephone & Video Communication
  • Electronic & Web Based Communication