November 15, 2023


CXA (Customer Experience Analytics)

Welcome back to our series on the top low-cost and easy ways to make your business more accessible! In the previous blog post, we shared why we’ve begun this journey, how you can ensure your business is compliant with the AODA, and other ways to create a welcoming space for all people who identify with disabilities.  

In this part, we explore other tangible actions you and your staff can take to continue improving your built environment. Here are more top five easy and low-cost best practices for accessibility that you can implement for your customers:

  1. Have bold and colourful signage around the space.  

Bold and colourful signage will attract the customers' eye and also help highlight the accessibility features of your facility. For example, having signage for accessible washrooms, seating, or accessible signage pointing customers to the counter for service.    

  1. Consider adding colour contrast to high-traffic areas.

Along with bold and colourful signage, adding colour contrasts to your space to highlight specific areas can help assist those who require visual aids. For example, use brightly coloured tape to outline the queue for checkout or to draw attention to the depth of any steps or stairs in the facility.  

  1. Have alternative forms of communication available.

Not every disability is visible, so it's important to have a procedure in place with employees of what to do when a person with a disability approaches for help or service. For example, employees should speak directly and clearly to the individual. If an alternative form of communication is needed, they should politely ask how they can support.  

For example, have paper and a pen available as an alternative form of communication. It’s important that the individual who needs support feels safe and comfortable approaching the counter, and having a pre-set plan in place to communicate with them will allow for positive experiences.  

  1. Be consistent with your accessibility principles and practices.  

Consistency is key. Implementing these plans is a great first step but it's important to practice and train all new staff on your business rules and plans regarding accessibility, and to continue to update your policies as new knowledge and tools become available.  

  1. Embrace customer feedback.

Allow a safe space for customer feedback, especially regarding accessibility restraints. In accordance with the Information and Communications Standard of the AODA, if your organization has feedback processes in place, they must be accessible. So, ensure you have alternative formats and communications support available for customers who would like to submit feedback.

By taking these steps, you are even closer to creating an inclusive built environment for all customers. By not having an inclusive space, you are missing out on an entire customer base for your business. As the CX team, we are dedicated to continuing to re-learn the importance of accessibility within the built environment. We are so glad to have you join us on this journey.

Further Reading

OBIAA: The Business of Accessibility Handbook  

AODA: Customer Service Guide  

The Act (AODA)  

Accessibility in Ontario: Information for businesses


Free Training

Accessibility for Ontarians with Disabilities Act (AODA) Training  

Access Forward Training

Sources Used:

Accessibility Services Canada

OBIAA: The Business of Accessibility Handbook  

AODA: Customer Service Guide  

The Act (AODA)