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Predictability, choice and control

Offer alternative service options

Reduce background and sudden noise to support comfort, focus, and accessibility for people sensitive to sound.

A man picking his parcel from his car

Why this matters

 

Businesses can be high or intense sensory environments. More service options let people access your business in a way that works for them.

Consider how people can use your space without spending a long time inside. This can include online orders, delivery, click-and-collect, or letting customers wait outside.

“If I'm really overwhelmed, I lose the ability to actually communicate effectively by speech, and there needs to be an alternative way. It's preferable if you can order on an iPad or something like that, rather than having to go up and talk to somebody.”  

Community Member

What best practice looks like:

 

  • Online ordering with pickup or delivery
  • Curbside pickup or direct-to-boot service
  • Click-and-collect for retail
  • Text or app notification when service is ready
  • Ability to wait in car or outside
  • Phone ordering as well as online
  • Clear instructions for how alternative services work

Example:

A medical clinic texts patients waiting in their car, “Ready for you now”, when their doctor is ready. A pharmacy offers click-and-collect. When orders are prepared, they are brought to the customer’s car in the car park.