Universal design: Make your tourism business more accessible
Good design works for everyone. That's the idea behind Universal Design, and it's one of the most practical tools the tourism industry has. This page will help you understand the importance of Universal Design, and show courses that will help you put its principles in place.
Why universal design matters for tourism businesses
Universal design means creating places, services and experiences that can be used by as many people as possible. It considers different ages, abilities and needs from the beginning.
For tourism businesses, this means removing barriers across the visitor journey, from finding information and making a booking to arriving, moving through the premises and asking staff for support.
Make accessibility part of the visitor journey
Review your business from a visitor’s point of view. Consider whether people can:
- Find clear accessibility information
- Make enquiries and bookings easily
- Enter and move through your premises
- Use your facilities and services
- Ask staff for support
Practical improvements might include step-free routes, clear signage, accessible toilets, seating, good lighting, quiet spaces and information in different formats.
Give visitors clear information before they arrive
An Access Welcome Guide can explain details such as parking, entrances, surfaces, steps, lighting, noise levels, toilets and available supports.
Keep the information factual, specific and easy to find. Avoid broad claims such as ‘fully accessible’, as access needs vary from person to person.
Support inclusive customer service
Staff should listen, show patience and offer flexible support. Encourage them to ask visitors what they need rather than making assumptions.
Universal design is not about creating a separate experience. It is about creating a better experience that works for more people.
Frequently asked questions about universal design
No. Start with the barriers that have the greatest effect on visitors. Set practical priorities and improve your experience over time.
Review your website, booking process, arrival experience, facilities and customer service from a visitor’s point of view. Feedback from disabled visitors and accessibility organisations can also highlight barriers you may have missed.
Our Access for Success programme offers accessibility audits to help you identify practical improvements and make your business more welcoming. The programme is available only when applications are open, and eligibility criteria may apply.
Learn how to apply universal design in your tourism business by taking part in our upcoming universal design workshop.