Accessibility information is not a nice-to-have. For many people, it is part of deciding whether a place is possible at all.
The data shows that most respondents are doing some form of pre-visit planning before going somewhere new. This planning is not limited to checking whether a venue claims to be “accessible”. People are looking for practical, specific information that helps them judge effort, risk, confidence and independence.
People are not simply looking for “accessibility information”. They are looking for enough evidence to decide whether they can safely, confidently and independently participate.
The strongest finding is that accessibility information is used for decision-making before someone ever arrives. Organisations often think of accessibility as something that happens at the venue: the entry, the toilet, the lift, the staff member who can help. But for many people, the access experience begins much earlier. It begins on the website, in the booking process, on Google Maps, in photos, in venue descriptions, in transport information, and in the tiny clues people gather before they decide whether to go.
People are not only asking, “Can I get in?”
They are asking:
For many respondents, missing information creates uncertainty. And uncertainty has a cost. It can mean leaving much earlier than necessary, making phone calls to confirm basic details, relying on someone else, arriving already stressed, or deciding not to go at all. Even if a venue is technically accessible, not having specific information available online will force people to exclude themselves and the venue.
The qualitative responses also show that generic accessibility claims are not enough. “Wheelchair accessible” or “accessible venue” may be a start, but people need detail. Step-free from where? Which entrance? How far from parking? Is there a lift? Where is it? Are there accessible toilets? What does the space look like? Are there photos? Is there a quiet space? Are assistance dogs genuinely welcomed, not just legally allowed?
The practical takeaway for organisations is: accessibility information should help people plan, not make them investigate.
Good information gives people confidence before they arrive. It reduces the need for awkward phone calls, guesswork, over-planning and crossed fingers. It also signals respect. It says, “We know people need different things to participate, and we have thought about that before you had to ask.”
Information affects whether people visit
“If I can’t find this information, I will often choose not to visit. On multiple occasions I have arrived somewhere only to discover I could not access it.”
“Mobility information is a dealbreaker for me. If the information is not available, I generally won’t risk it.”
“Most importantly, I need to know whether I really need to be there, or whether I can do it remotely.”
People need to understand the journey, not just the venue
“I need to know where the main entrance is in relation to the drop-off zone, and whether there is a front reception desk where I can get assistance.”
“I am totally blind and am usually dropped off by Uber, so I need information to tell the driver exactly where to drop me so I can find the door and not get lost outside.”
“Entry, parking and taxi pick-up areas are our most used features. I also need a map of the building so we know how far the office or shop is from the entrance.”
“I look up specific routes before I go. If it’s a shopping centre, I’ll check again inside to find the best route to the store and where the lifts are.”
Accessibility is specific, not generic
“I need to know that the venue is step-free, has lifts and has accessible bathrooms.”
“I look for what is and isn’t accessible by ramps.”
“I need to know if steps have to be climbed anywhere, especially if it’s more than three or four low steps.”
“Seating matters because I need to know if I am going to have to stand the whole time and allocate energy for that.”
Sensory information is part of access
“I need to know if it is sensory safe in terms of noise, lighting and general overwhelm.”
“I look for photos of the place and a floor plan. I would also like to know whether there is a sensory space or quiet room.”
“Strobe lighting is very important and one reason I don’t go to shows as much. The unpredictability of lighting and lack of warnings affects whether I can engage.”
Assistance dog access needs more than a legal statement
“Assurance that guide dogs are welcome.”
“Although the law says my seeing eye dog must be admitted to most places, I have encountered situations where people created problems or refused entry.”
“When going to any venue, it is important to feel confident that access will be relatively easy and that stress or problems won’t arise and ruin the visit.”
Photos and maps help people prepare
“I like to check what the experience is like before I go, including videos, so I can familiarise myself.”
“I usually look at parking and where it is relative to the place. I will look at photos and try to figure out routes.”
“The entry and exactly where it is matters. Having very low vision, I could be standing one door down and not know it.”
“It’s rare for businesses to have images of their locations on their websites.”