Accessibility for Invisible/Hidden Disabilities
Accessibility for Invisible/Hidden Disabilities
Needs for these customers can often be overlooked but they are just as important as physical or sensory accessibility. A lot of customers with invisible disabilities find navigating everyday tasks extremely stressful but with a few changes we can support them.
What issues might customers have?
Following verbal instructions
Being overwhelmed by the environment
Problems with speech and language such as a speech or processing disorder
How can you address some of these issues?
Offer to turn off lights, sources of noise if the environment is causing an issue or advertise a time of the week specifically when these factors are minimised e.g. quiet shopping
Improve signage (see Sensory Accessibility)
Be accommodating of alternative communication methods. If you don’t understand something a customer has said, politely ask them to repeat it. Be patient - don’t try and finish their sentences for them.
Simplify processes as much as possible. Break larger pieces of information into smaller ones and be patient if they ask you to repeat something. Be willing to provide verbal information in an alternative form. You may also need to give extra time for them to respond when you ask questions.
More information:
Hidden Disabilities Charity UK | Creating Awareness, Providing Support