The conference concluded with a panel session discussing the economics of inclusion.
Ro Coroneos from Lendlease explained the process they used for Barangaroo South, a major development on the foreshore of Sydney Harbour. Working with Australian Network on Disability they consulted community representatives to create comfortable, convenient and attractive spaces and places in the development.
Ms Coroneos said that making the place fully accessible was often in the details, such as seats with armrests and lighting in strategic places to read signs. Lendlease has produced a handbook which is being used to help other sections of Lendlease improve their design processes. Ms Coroneos said it makes good business sense to attract and keep as many people as possible in the precinct – it’s not just about people with disability themselves, it is also about the friends and family who accompany them on outings.
Sally Coddington advises businesses on ways to attract and retain customers by being disability friendly. She regularly counters the argument that the number of people with disability is small, “People say that 20% of Australians identifying as having a disability is a small market. I don’t call that small”, she said. By the time you add in the rest of the family, or friends in a group, you are looking at more like 50% to 60% of the population. Strategies based on universal design stimulate business growth, enhance customer loyalty, generate goodwill and improve profit.
The Hon Kelly Vincent expressed her frustration about how others keep saying that inclusion and universal design costs too much. No-one talks about the costs of NOT designing for inclusion. There are knock-on effects to health and well-being, let alone the convenience for everyone of getting out and about. And it is not just about the built environment, inclusive customer service still has a long way to go. Kelly’s aim is to do herself out of a job – she looks forward to the day when having a disability “is not a full time job”.
Paul Nunnari began his presentation with the great UK advertisement promoting the Paralympic Games in Rio; Yes I Can: We are the Superhumans. The full length video clip shows people playing musical instruments, participating in track and field events, swimming, dancing, singing, and generally doing many things most people would be unable to think about, let alone attempt. As the inclusive events manager for the NSW Dept of Premier and Cabinet, Mr Nunnari explained how NSW has improved access and inclusion for everyone in major events such as New Year’s Eve and Vivid Sydney. These events bring money to NSW, and it is essential to capture as many customers, visitors, and revellers as possible. If a wheelchair user or blind person cannot get around easily, the rest of the family will stay home too and watch it on TV.
In summary, panelists provided good arguments and evidence that ignoring 20% of the population is poor business practice and poor policy development. However, the biggest drawback is that no-one seems to be listening.
Transcripts of panel discussion
The transcript, with some minor edits, presents four different perspectives: property development, marketing, politics, and event management. There were many questions from delegates and these are also included. The panellists gave great examples and statistics to promote the economic argument and some take-home messages. The session was chaired by Nick Rushworth, and Mandy was the captioner (pictured).
Download the complete transcript in Word or in PDF.
Download separately by speaker: Ro Coroneos, Sally Coddington, Kelly Vincent, Paul Nunnari, and the Q&A Session.
“The aim is not to come up with ground-breaking ideas, but ideas that work, that are useful to others and can be implemented”. At the heart of this statement is human-centred industrial design. Examples of success stories by Morer, Rodriguez-Ferradas and Cazon are not about universal design per se, but are examples of including people in designs who are often left out. 
This is the fourth and last in the series of stories about wheelchair users building a new home. Steve is married with two children and tells his story about building a two storey project home. Similarly to George, he had to make compromises when the builder failed to deliver on promises. However, when allowed to speak directly with tradespeople, some of the problems were easily solved.
I interviewed four wheelchair users who had recently built a home as part of my PhD research project. I was interested in the process and the interaction with house-building professionals. In coming newsletters I will feature the other three interviews. Mike tells how he engaged an architect because he had little confidence in a project home builder understanding what he wanted. However, this did not result in plain sailing.
George who comes from a family of builders. He relates his experiences with a project home builder and how he had to overcome resistance to incorporating basic access features. 
This is Sam’s story. As part of my PhD research project I interviewed a family member who built a home for a relative who uses a wheelchair. It transpired he was also a builder. The interview shows that being a builder with a family member with a disability does not always make for a better understanding of when and where regulations apply. It also shows how misunderstood the whole area of accessibility, public domain standards and housing design can get mixed up. 
Evan Wilkinson outlines the process that Sport and Recreation Victoria went through to bring about a better understanding of the principles of universal design. 
Michael D W Richards presents an interesting article on the need to standardize zoo signage so that everyone can understand, particularly DO NOT FEED signs. 
What kind of signs inform and appeal to zoo visitors most? This was an answer Richards at wanted to know. Using qualitative and quantitative research methods he found the answer. It seems the photographic signs were most popular, but that is not the whole story. 
Chicago’s Brookfield Zoo applied the principles of universal design during upgrade and extension works. 
Sport and Recreation Victoria and YMCA want to increase awareness and applicability of universal design in residential camps. The image shows how any 
Probably there is no one-size fits all. The literature review highlights projects that attempted to achieve universal design or user-centred design by consulting with users throughout the design process.
Mark Relf traced the history of disability access and universal design in Australia. His presentation, 
Chris Nicholls discusses the design and construction of his family home from the perspective of a wheelchair user. He explains why some design features, which are often referred to as disability features, are not necessarily needed by every wheelchair user or person with disability. He also explains which features were important and why. His story shows why we need to mandate basic access features so that people like Chris don’t have to fight the builder all the way. Too many times the builder thought “near enough was good enough”.