Retail for all: Why accessibility should be at the heart of every store

For too long, accessibility in retail has been seen as a simple checklist. That might consist of a ramp here, a wide doorway there and a compliance box to tick. 

But accessibility is about so much more than physical standards. It's about dignity, independence and ensuring every single person feels welcome, valued and seen from the moment they approach your store.

By thinking beyond compliance, retailers can transform their spaces into places of belonging. This isn't just the right thing to do. It’s also a smart business decision. When a space is designed with everyone in mind, it creates a better experience for both customers and employees.

The true meaning of accessibility in retail

Accessibility is about removing the barriers that prevent people from participating fully in society. In the retail world, these barriers can be physical, digital or even cultural. While a step-free entrance is a great start, a truly inclusive retail experience considers the entire customer journey.

Consider the entire shopping experience from multiple and diverse perspectives. Is the signage clear and easy to read so that it’s supportive of someone with low vision? Is the checkout counter at a height that allows for a wheelchair user or person of shorter stature to  comfortably reach it?  Are there specific shopping periods set aside that reduce sensory overload, enhancing the experience for customers with neurodivergence? These thoughtful considerations are what truly makes a space accessible.

The recent Disability:IN 2025 conference highlighted a rapidly evolving shift in both the retail and hospitality sectors. A standout example of this innovative thinking came from Walmart, which showcased its highly successful Quiet Shopping Hours. This simple yet powerful initiative benefits people with neurodivergence by significantly reducing sensory input through lowered lighting, quieter music and fewer announcements. 

As Noelle Daly, our Co-Founder and Chief Compliance Officer, said: “Noise, bright lights and crowds can make shopping uncomfortable for people with neurodivergence, but this also benefits everyone.” 

This initiative demonstrates how designing environments to be as inclusive as possible, with a focus on specific yet often overlooked needs, can lead to universal improvements that create a more pleasant experience for all customers.

Stephen Cluskey, our Co-Founder and CEO, has also argued for venues to provide "pre-visit info" which empowers individuals to plan their trips with confidence, knowing exactly what to expect when it comes to  accessibility features and potential challenges. This kind of upfront information is a game-changer because it turns a potentially stressful outing into a seamless, ordinary experience.

Beyond the ramp: Universal design principles

The concept of universal design is at the heart of this shift. Universal design means creating environments and products that are usable by all people, to the greatest extent possible, without the need for adaptation or specialised design. In a retail setting, this could look like:

Wider, clutter-free aisles

Originally designed for wheelchair users, wide aisles benefit everyone, from parents with strollers to customers carrying large bags.

Intuitive wayfinding

Clear, high-contrast signage with pictograms and braille makes navigating stores easier for people  people with visual impairments and  cognitive differences and non-native speakers while improving general readability for all customers.

Flexible checkout systems

Lowered counter sections and movable card readers benefit wheelchair users, people of shorter stature, children, older adults and anyone with a temporary injury.

Inclusive technology

From self-service kiosks with text-to-speech features to mobile apps that help customers locate products, technology is a powerful tool for enhancing accessibility for all users.

These innovations show how features developed with accessibility in mind often become universal selling points that benefit every customer.

The business case for inclusion

Embracing accessibility is an investment that drives business growth. 

1. Companies that prioritise disability inclusion are four times more likely to outperform their competitors in total shareholder returns.
   
   
2. Businesses that are inclusive of people with disabilities also experience 28% higher annual revenue, largely because of  increased innovation and the ability to reach new markets.
   
   
3. Organisations with strong disability community outreach programmes benefit from lower staff turnover (up to 30% less than their competitors).

The global market of people with disabilities and their households is vast and often underserved. By removing physical and digital barriers, retailers can tap into this  market, attracting new consumers and building a loyal, diverse customer base. Accessibility is  about more than just sales. It's about building a brand that customers trust and want to support.

This shift is being driven by both consumer expectations and evolving global regulations. The European Accessibility Act (EAA), for instance, mandates that e-commerce and other services meet strict accessibility requirements, while the Corporate Sustainability Reporting Directive (CSRD) is compelling companies to publicly disclose their performance on social and employee matters, including disability inclusion. 

These powerful "forcing functions" make  accessibility a core strategic business priority, not just a niche consideration.

Practical steps you can take today

Getting started on your accessibility journey can feel overwhelming, but it doesn't have to be. The most impactful changes often begin with simple, intentional actions.

Start with an assessment

You can't improve what you don't measure. A comprehensive accessibility assessment of your physical and digital spaces is the first step. It will give you a clear, data-driven understanding of where you are and what you need to do next. 

As highlighted at the Disability:IN conference, the CSRD mandates that companies conduct a rigorous analysis of their operations, which essentially serves as a gap assessment to spotlight areas for improvement.

Involve lived experience

The best way to understand the needs of your customers is to ask them. Actively listening to and integrating feedback from employees with disabilities and customers is crucial. 

The conference highlighted that self-identification rates can be low because of stigma and fear, so creating a psychologically safe environment is key to gathering this crucial feedback. As many  of the Disability:IN speakers stressed, authentic inclusion moves beyond compliance to actively create environments where employees feel empowered to share their stories and insights.

Effective training

A store can be physically accessible, but if the staff aren't confident or welcoming, the retail experience can still be a failure. Training your employees to speak clearly, maintain eye contact and proactively offer assistance without making assumptions is as key for consumers as  interactions with physical spaces. 

Ready to take these insights forward and transform your retail spaces?

At Mobility Mojo, our mission is to make accessibility simple, effective and actionable. We believe that by providing clear insights and tangible steps, we can empower businesses to turn good intentions into meaningful impact.

The conversations at Disability:IN 2025 reinforced the critical importance of a human-first approach to accessibility in retail and every other industry. Our takeaway guide from the event highlights how industry leaders are moving beyond compliance to create truly inclusive, customer-centric environments that drive business growth and positive change.