Client Challenge
Our client wanted to strengthen their commitment around diversity and inclusion to the 15% of the global population living with disabilities. With daily challenges in navigating retail spaces with disabilities, the client needed to uncover the pain points in the shopping journey for disabled consumers across their retail stores and find real opportunities to serve them better.
Project Highlight
Curion shined a light on how accessibility (or the lack of it) impacts disabled beauty and personal care shoppers, offering our client a way to bridge the gap between intent and impact. We uncovered key accessibility barriers through qualitative shopalongs and quantitative surveys, giving the client clear steps to improve the shopping journey for disabled consumers.
Key Learnings
The learnings fed into empathy training initiative, focusing on how to provide equitable and exceptional service to customers with disabilities. It addressed scenarios such as assisting individuals who are deaf, blind, or have physical disabilities, ensuring they receive the same high-quality service as all customers.
The training emphasized practical strategies and thoughtful communication to empower team members in delivering inclusive and personalized experiences, regardless of the customer’s unique needs.
