Ep38: Making Travel Accessible to Everyone

In episode 38 of the CXD podcast, Oliver King is joined by Jerry Angrave, Director and Founder of Empathyce and Chair of the Accessibility Advisory Board at Virgin Atlantic. They delve into the importance of accessibility in Customer Experience design, particularly in the aviation sector.   The conversation covers the evolution of accessibility awareness, the diverse needs of travellers, and the critical role of staff training and customer-centric approaches in enhancing accessibility. Jerry emphasizes the need for organizations to engage with customers and staff to identify barriers and improve the travel experience for everyone. They discuss the importance of understanding diverse personas, the dynamic nature of accessibility needs, and the role of empathy in enhancing passenger experiences. They explore how to measure accessibility effectively, the impact of technology, and the challenges faced by airport operations. The discussion also highlights best practices and inspirational examples from various organisations, emphasising the need for a holistic approach to accessibility that considers emotional responses and the importance of first-hand experiences. Connect with ⁠Jerry Angrave⁠. Download your copy of our Passenger Experience Checklist ⁠here⁠.  Chapters: 01:06: The Journey into Accessibility  04:14: Barriers in Accessibility  06:26: Understanding Diverse Needs in Accessibility  08:45: Customer-Centric Approaches to Accessibility  10:36: The Role of Staff  16:06: Practical Steps for Improving Accessibility  20:26: Understanding Personas in Accessibility  22:35: Measuring Accessibility: Metrics and Emotional Responses 29:40: Challenges in Airport Operations  31:40: The Role of Technology  34:14: Best Practices and Inspirational Examples 38:16: Actions to Takeaway

There are no comments yet.

Please log in to write the first comment.