Overwhelming Environment

Visual- no signage for toilet, bright colours and clutter

Equipment- shiny surfaces, metal chairs not sound absorbing
Sensory- Chairs screech on floor

Sensory- loud music and screeching fans
Environment- Florescent glaring lights

Visual- too much text
Intentional- vague language and writing that serves no purpose
Equipment- glaring, reflective surfaces

Respectful- impatient, asking many questions in a row
Sensory- wearing strong smelling perfume

Visual- brightly coloured walls, cluttered menu board
Sensory- glaring lights

Create Zones- things for sale in multiple places, non-descript areas
Visual- cluttered, no price labels

Visual- bright bold patterns
Create Zones- no indication of where to stand or who is next

Ideas for best practice

Hair Salon Library/Book shop Shops Service Centre/counter
Create a space option using a shelf or furniture as a divider Use furniture and shelves to create sections Keep aisles clear and as wide as possible If a number is required ensure that signage of where to get the number and which number is next is visible and stands out from surroundings
Reduce reflection and glare by installing a roller blind that can be drawn down above the mirror at one of the chairs Use carpet or lines/footprints on the floor to provide instruction on how to get to an area eg. kids area. Have signs with basic contents of the isle at the end of the isles eg. for the biscuit isles have the word biscuit and a generic picture of biscuits, for art supplies have the word art and a generic picture of art supplies. Ask necessary questions and wait up to 8 seconds before repeating yourself. Show what you are asking if possible.
Provide a discrete option that allows a person to indicate whether they want to talk or not- eg. a traffic light picture with a movable marker on the counter Colour code areas with shelf colour or backing paper on the wall behind the area eg. fiction is blue, non-fiction is green, kids is yellow. This allows people to see from a distance where they want to go. If possible have the cost of the items visible to the customer. Use clear language and show what you mean with objects or visuals whenever possible. Indicate where to line-up or sit and wait using environmental cues like furniture to create isles, carpets to show direction or dots with numbers to show who is next.
Get confirmation from the customer that they are prepared for what you are going to do- eg. ā€œIā€™m going to use the razor on the back of your neck, Ok?ā€ then they can give a thumbs up or down, say yes or no, or shake their head. Have visual symbols to support communication and use them to ask and have questions answered, eg. a sheet of paper with symbols for history, science-fiction, teen, romance, etc. so when you ask what are you looking for? You can offer the visual to support an answer. Clearly mark the direction to the counter using carpets, furniture or line guides. Ensure the customer has all of the information or has completed their transaction with a clarifying question. Have patience for a response and provide them with an exit strategy eg. Do you want help with anything else? Please put the ticket in the red bin by the exit door over there- and point towards it.

Example of a Social Procedure

A social procedure helps people prepare for the experience and reduces anxiety by showing them what to expect. You could have a social procedure available on your website.

On the lands that we work, we walk and we live, we acknowledge and respect the traditional custodians and cultural knowledge holders of these lands.