An Edinburgh-based art gallery and studio has adopted new technology to improve customer experiences for disabled visitors.
Edinburgh Printmakers, which is home to a gallery, printmaking studio and café, is one of the latest businesses to have subscribed to ‘Welcome’ by Neatebox. The innovative platform, which was developed by former guide dog mobility instructor Gavin Neate allows users to notify venues ahead of their arrival and request additional support if needed.
Since signing up, the venue has seen an increase in positive online reviews and boosted return visits from those with additional needs. It now regularly welcomes guests with assistant dogs, visual impairments and hidden disabilities. The venue was also recently acknowledged for its excellent customer service at the Disability Smart Awards, thanks to its subscription to Welcome.
More than 2,000 individuals across the UK and Ireland have downloaded the app, which has also shown to boost online reviews and improve staff morale as employees feel more comfortable when interacting with customers.
It has also been adopted by a number of high-profile locations across Scotland including Edinburgh Airport and the Scottish Parliament. Leading political figures and businesses including DoubleTree by Hilton Edinburgh City are now calling on more venues to become involved.
Molly Soar, sales and editions manager at Edinburgh Printmakers, said: “We’ve seen such positive results since introducing the Welcome app at Edinburgh Printmakers.
“We’ve seen a steady increase in footfall and the feedback from both our visitors and staff has been really encouraging. The app has also established a group of regular customers who met through the app and now return to experience the new exhibits.
“It is lovely to watch new friendships being made through art, and for new places to be opened up through Welcome. The app doesn’t just break down the physical barriers to exploring a new place, it makes the environment more socially accessible and welcoming.”
Welcome is revolutionising the way services for disabled people are delivered by improving foundational communication between the visitor and the venue making repeat visits more appealing and enjoyable.
Staff will be notified ahead of a visit and will be able to make necessary arrangements, whether it’s greeting them personally at the door or simply ensuring wheelchair users have a table reserved in an accessible area.
Welcome also caters for the millions who have a hidden disability by providing venues with tips on conditions such as autism, dementia or epilepsy.
Founder Gavin Neate said: “Imagine a hard of hearing person was able to communicate that they required a quiet area to be set aside before their arrival or a blind or visually impaired guide dog owner was able to ensure that staff knew how to behave around their assistance dog.
“For those living with hidden conditions, it can understandably feel uncomfortable declaring this in a public space t but, if it is important to their visit, they can let the customer service team know confidentially in advance.
“Having this type of advance knowledge helps businesses build relationships with their customers. Using simple tech, Welcome ensures users get the respect they deserve, and staff feel more comfortable in their interactions. Everyone wins.”
Figures from leading charity Scope estimate disabled people spend around £249 Billion each year in the UK. Welcome allows businesses to open their services to more customers than ever before and helps them access this remarkable commercial potential.
For more information or to sign up please visit http://bit.ly/2ByTMjV
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