Accessibility in retail is often talked about as a requirement, but rarely examined through the lens of how people with different abilities actually move through a store. In this episode of Modern Work Mondays, Nolan and Jeff sit down with accessibility consultant and writer Albert Gareev, whose day-to-day observations highlight how easily an in-store experience can break down when accessibility is not considered in everyday interactions.

Accessibility is measured by usability, not installation

A tool can be present and still be unusable. Many retailers assume the existence of a call button or kiosk means the need has been met, but it’s worth looking closer. A button might be installed with good intentions yet positioned just high enough that someone in a wheelchair cannot reach it, or placed in a space too narrow to access. Even the feedback can create uncertainty if it is too faint to notice. The real measure of accessibility is whether people with different abilities can complete the interaction independently and with confidence.

Real life is the best test for accessibility

Designing for accessibility often starts with good intentions, but clarity comes from watching how people actually interact with a tool or space. Automatic door openers are a good example. They did not become effective overnight. Their placement, timing and feedback improved through years of observation and refinement. The same approach applies to in store assistance. Consistent testing, feedback and small adjustments do more to strengthen accessibility than any checklist or guideline on paper.

Technology can widen the path

Digital tools like QR codes or mobile flows can make it easier for many shoppers to request help, but they are not universal solutions. A blind shopper, for example, may have no way to locate the QR code to begin the interaction.

Albert pointed to emerging options like talking Bluetooth points used in some European museums. These audio cues activate automatically when someone enters a specific area, offering guidance without requiring precise navigation or visual identification. These tools show how technology can support a wider range of abilities when it offers multiple ways to interact.

Accessibility improves when it’s a shared responsibility

Technical solutions matter, but progress can depend just as much on culture. If accessibility is not reflected in performance goals, planning discussions or expectations for frontline teams, it can easily be overshadowed by speed, cost or operational pressure.

When organizations make accessibility part of how success is measured, teams naturally begin spotting barriers earlier, choosing better tools and considering a wider range of needs. It becomes part of the everyday decision making rather than an afterthought.

Designing for real use

Accessibility is not a niche consideration or a set of boxes to check, it’s the lived experience of how someone moves through a store, asks for help and feels acknowledged in the process. The conversation with Albert uncovered that when retailers look closer, test ideas in real conditions and make accessibility part of everyday decision making, they create shopping experiences that are more accessible and inclusive.

Catch the full discussion