The Willows and Wetlands centre – case study
By carefully considering the needs of disabled people, the Willows and Wetland visitors’ centre has created an environment which attracts a large number of disabled visitors each year. Despite restrictions on the level of adjustments that could be carried out, the visitors’ centre has found ways to ensure disabled people enjoy the same experience as non-disabled visitors. As Manager Jean Allen explained, “We have some limitations on site because parts of the building are very old and it has not always been possible to ensure that all areas are fully accessible, but we’ve done what we can to open up the whole experience to everyone, whatever impairments they may have.” For example, an exhibition space in the centre is inaccessible to wheelchair users, but to ensure that these visitors have an opportunity to view the exhibits, an album of the collection is made available.
The centre is very popular with visitors with visual impairments because the guided tour provides opportunities to hold, touch and feel the wicker exhibits. A video has also been produced which uses narrative to explain to visitors with visual impairments what is happening on screen. All signs throughout the centre are also available in large print.
Visitors with mobility impairments can easily move around most of the centre. Ramps have been installed in the shop, the main exhibition area and tea room. There is also an accessible toilet for disabled visitors.
The centre prides itself on excellent customer service and staff are always available to support disabled visitors when required. Jean has also received ‘welcome all’ training to give her a greater understanding of the needs of disabled people. Highlighting the need for good customer service, Jean said, “Our staff are extremely helpful and are always on hand to offer guidance if it is required, and we are delighted to have received praise from several disability groups and customers for the quality of the experience we can offer.”