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Email us at sales@psfk.comHow To Create Accessible Experiences for Everyone In-Store & Online
This shopper education & assistance guide is a report on how accessibility design and inclusive technology are reshaping shoppers’ ecommerce & store experience
Executive Summary
While caught in the rush of reacting to fast-paced and ever-changing retail environments, it’s easy to miss out on addressing the needs of people with disabilities. In fact, the cohort already feels disempowered and overlooked when it comes to accessible experiences especially purchasing products and services.
However, an increasing awareness of the spectrum of human needs – including individuals with motor skills disabilities, neurodiverse consumers and those with hearing, speech or visual impairments – has put a new focus on accessibility design and inclusive technology, reshaping how brands and retailers invest their effort to provide accessible technology: not just to tick a box, but to fully engage and empower a hugely left out part of our community.
Report Overview
As the demand for inclusive and accessible design is rising, brands recognize the need to consider the full range of human diversity. In this report, PSFK researchers explore how brands leverage in-store inclusive tech to empower consumers with greater accessibility. Supported by best-in-class examples of innovation, learn about different market strategies and technologies employed by brands.
What You Will Learn From This Report
This report on inclusive and adaptive technology will help the reader understand how companies optimize their spaces with assistive technologies, catering to the various needs of people with disabilities:
- How companies are adapting their long-term. value-aligned goals to develop inclusive and accessible in-store experiences
- What are the latest retail innovations across in-store assistive technologies
- How retailers can remove potential shopping barriers for consumers with disabilities
- How brands can leverage inclusive tech to deliver great customer experiences for people
- How businesses are avoiding biases in technology to win future customers with inclusion, equity and accessibility
- How mobile technology is leveraging voice recognition, learning preferences and accessible learning systems
- A list of tech industry vendors providing inclusive tech for a more
- An interview with accessibility experts at digital-first marketing and advertising services company Media.Monks
Who Prepared This Report
This retail industry trends research paper has been developed by the same researchers and analysts who help the world’s leading companies (inc. Nike, Google & Samsung) understand key drivers and activate powerful trends. PSFK researchers help companies that include Nike, Google & Samsung with their sector-leading market research platform and bespoke trends research and innovation consulting.
Published October 2022
Key Topics
In-Store NavigationRetailers provide turn-by-turn navigation systems to consumers with different conditions, making sure that all can easily explore physical locations. Strategies include audio cues, mapping systems and bacons installed at the locations.
On-Demand AssistanceRetailers are increasing their efforts to ensure all customers have access to assistance when needed by preferable means, whether in-person assistance, video service or chat. Depending on the platform or mean, brands empower individuals with direct, one-to-one support, guidance, simultaneous language translation and empathetic service. Savvy brands wanting to deliver exceptional on-demand assistance are leveraging cutting-edge AI-powered systems trained to be adaptive and intuitive to consumers’ needs, serving not only consumers...
Featured Examples
Penneys’ Created Pre-Visit Digital Support Platform For Neurodivergent CustomersPenneys’, the Irish branch of Primark, partnered with AsIAm, Ireland’s national autism charity, to create a digital support platform with all necessary guidelines for neurodivergent customers wanting to visit Penneys store. Those who want to prepare themselves for a visit, can map the store’s sections beforehand and listen to all the sounds they might experience in-store, such as elevator noise, automatic doors or footsteps. Customers will also be able to access these online supports through QR codes placed in-store.
Trader Joe’s and MagnusCards Create Accessible Shopping ExperiencesIn an effort to bring more inclusivity into the grocery shopping experience, Trader Joe’s is collaborating with MagnusMode, a free app dedicated to making the world a more accessible place for people with cognitive and intellectual disabilities.
Starbucks Offers Free Aira Service, Which Connects Customers With Visual Impairments To Trained Visual InterpretersStarbucks offers free on-demand visual interpreting service across all U.S. company-operated and licensed stores. Aira, the tool provider who became Starbucks’ partner on the initiative, connects blind and low-vision people to trained visual interpreters who provide instant access to visual information through a smartphone app. Instead of remembering what’s on the menu and possibly missing new seasonal options or exclusive in-store offers, consumers can access all store experiences like regular customers. To connect with the Aira Agent, customers need to download the Aira app first and then connect with the agent during their store visit. To serve the disabled community even better, Starbucks and Aira are launching events across the U.S to learn more about the service and increase their own independence.
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