Norway is a leader in implementing the principles of universal design in built and virtual environments. The study by Linh Nguyen found that while most Norwegian tourism services are universally designed in terms of the service itself, the communication aspect of the service is not. Based on a European Commission report*, people with some form of disability spend more time than others on preparing for a trip to ensure their needs are met. Hence the need for specific information that can be easily found in tourist information material and websites.
The study used the excellent tourism toolkits from Centre for Excellence in Universal Design in Ireland to assess Norwegian services for accessibility and universal design. The title of the thesis is, “Universal Design in Norwegian Tourism Services for Customer Engagement”. You can download the PDF (10MB) directly, or go to the institutional website to see the abstract and download the document from there. An interesting study for anyone interested in tourism and travel and the CEUD toolkits are also well designed. The CEUD website has some interesting tourism case studies.
*European Commission Report, “Economic Impact and Travel Patterns of Accessible Tourism in Europe – Final Report”.