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. “I’m going to use the razor on the back of your neck, Ok?” 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. |
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.