Can this mobile app make your business more accessible for disabled customers post-COVID?
A Scottish-based tech company has created an app that will allow your shops and businesses to know when disabled customers are arriving and how to help them.
In the UK, seven million people of working age have a disability, this adds up a lot of spending power, known as the “purple pound” which is thought to be worth around £249bn to the economy. But despite this, 70% of disabled people report experiencing poor customer service.
In 2017, Gavin Neate, CEO of Neatbox, designed the WelcoMe app to give in the moment staff training, through alerting customer service teams to the arrival and needs of disabled customers. And since then it been adopted by high-profile stores and venues throughout Britain, across sectors including transport, hospitality, tourism, government, health, sport and recreation.
By using this app, businesses can ensure that staff are aware of their responsibilities and become more inclusive as a result, which is why last month Neatebox became Global Champions for Inclusion & Empowerment at the UN World Summit Awards with WelcoMe.
WelcoMe has the potential to provide services for customers who have probably felt more vulnerable because of COVID than anyone else.
So, as shops reopen, and restrictions ease it is more important than ever that business’ can accommodate disabled people’s needs.
Bad customer service can make leaving the house a scary prospect for disabled people.
However, it is not realistic to expect each member of staff to understand the needs of every disabled person from the training they are given. This app aims to improve service for everyone, empowering disabled people while giving confidence to service team personnel.
Gavin noticed that physical access takes the forefront of discussion, whether a store has wheelchair access for example, but feels social access doesn’t get the same attention.
“Social access is important, even if you can enter a venue, people may still discriminate against you, staff need to understand how to interact with everyone.” says Gavin.
WelcoMe seeks to put disabled people at the centre of the relationship, while helping staff provide better services.
The app covers a wide variety of physical, mental, visible and invisible illnesses and users can plan a visit by searching through the venues that offer the service.
They are then shown the stores opening times, accessibility features and assistance provided at the store. After selecting ‘going’, the user will then select the date and time they are making a visit — giving a two-hour warning to the venue, and then allows the user to state what assistance is needed.
On confirming the booking, an alert will be sent to the destination store, where they will receive information about the visitor’s disability and how to help them. The app uses mobile phone location settings so staff will be alerted when the disabled customer is nearby.
Not only has the app been a huge benefit to disabled people but stores have seen improvements in their service and feedback.
So far, WelcoMe has been installed in 50 locations across the UK and had made a noticeable difference in improving the interaction staff have with disabled customers.
Simon Berry an optometrist from Durham implemented the app into his practise last summer. “When I’m talking to people with any kind of requirement they think [the app] is an amazing idea. When I’m doing an eye test with somebody with a learning disability, they can give me information beforehand, which lets me know what treatments they are comfortable with.” he explains.
“[WelcoMe] makes the whole process go smoother, I just thought we needed to get the app, and it works exactly how it says it will.”
WelcoMe has helped people go out again, giving them the confidence their needs will be met. This is especially crucial as COVID restrictions continue to ease.
Siobhan Meade, a Blind Journalist, YouTube creator and user of the app wishes more people would install [WelcoMe] into their premises.
“WelcoMe gives the disabled person the choice about what information they want to give, and it gives them the freedom and the independence to be able to go out and live.” explains Siobhan.
“Every disability is different, but the app offers in the moment training so you know that even if you’ve got a high turnover staff, if you install this app, it will give you the overview of what the disability may be so, there’s no excuse for anyone not to have an understanding.”
For Siobhan it was as easy as filling in her details and turning up. Then on arrival a member of staff approached her, and because she had told the store exactly what was needed, they were able to describe the layout of the room for her and they even offered her guide dog, a bowl of water.
“I felt I was in control every step of the way and the staff were confident and comfortable. From the staff’ perspective, it gave them a really good understanding of my needs as the customer, which is important, because it should be person-focused and person-centred.”
As lockdown continues to ease, Siobhan is becoming worried about how her needs will be met.
“In terms of the restrictions easing, I am anxious. For someone who is blind, it’s nerve wracking going into a place you used know but now layouts have been changed, and we have to maintain social distancing so staff won’t be able to guide me.” she explains.
The purple pound is worth billions in the UK, and Siobhan believes that implementing the Welcome app will be very worthwhile for businesses. “If I knew your store had WelcoMe and was going to be accommodating, I would want to go back and utilise your service. And if a place is accessible as it can be, then why wouldn’t I want to go back there - to a place that accommodates my needs and requirements. It’s a no brainer for me.”
