Implementing inclusive design in the food service industry isn’t just about compliance or charity; it’s a strategic approach benefiting businesses, customers, and society as a whole. By creating environments and experiences that welcome all individuals, restaurants and cafes can foster a sense of belonging, expand their customer base, and contribute to a more inclusive world.
But what do we mean by ‘Inclusion’? It’s often confused with accessibility and while it is certainly linked it is something else entirely. It means people feel welcome and catered for (pun intended) in any environment. It can be something as simple as signage stating that if someone has any sensory, ND, physical, or dietary needs all they have to do is ask and the operator will do their absolute best to ‘include’ them, admittedly this requires at least one member of staff trained in dealing specifically with this, but shouldn’t every organisation have that in any event?
In today’s diverse society, inclusive design is no longer a luxury—it’s a necessity for food service establishments looking to thrive. As a food service professional, understanding and implementing inclusive design principles can significantly enhance your business’s appeal and sustainability.
Inclusive design goes far beyond mere accessibility. It’s about creating an environment where all customers feel welcome, valued, and accommodated, regardless of their abilities, age, or background. This approach benefits a wide range of patrons, from those with mobility impairments to families with young children, and from neurodivergent individuals to those with dietary restrictions.
Dealing with the requirements of, for example, wheelchair users is reasonably well understood. Neurodiversity really isn’t, up to 20% of UK population are neurodivergent. Neurodiversity is both a challenge and an opportunity. By embracing neurological differences we’re unlocking innovation in customer service and problem-solving. Think beyond accommodations. Imagine the fresh perspectives neurodivergent staff and customers bring to your business. It’s not just good ethics; it’s smart strategy.
Your physical space should already have been assessed for accessibility. But if not then ensure wide doorways and aisles, provide varied seating options, and install ramps where necessary. It’s crucial for customer comfort.
Next, focus on your menu and communication strategies. Offer large print and Braille menus, clearly label allergens, and consider visual or audio representations of dishes. Train your staff in basic sign language and proper etiquette for assisting customers with diverse needs. Technology can be helpful in enhancing inclusivity. Implement user-friendly online ordering systems and digital menus with customisable features.
Use your existing resources. If you’re a company of over twenty people you probably have a disabled and /or neurodiverse staff member although they may not have ‘come out’ but if they have then ‘lived experience’ is a vital source of information and advice. Use it.
Sensory considerations are equally important. Implement noise reduction measures, create quiet zones, and pay careful attention to lighting, acoustic and colour contrasts. These elements can significantly improve, or undermine the dining experience for many patrons.
Remember, inclusive design isn’t about compliance—it’s a business strategy. It expands your customer base, increases loyalty, and enhances your brand’s reputation. It also prepares your business for an ageing population and evolving societal expectations.
By prioritising inclusive design, you’re not just running a catering or hotel operation—you’re creating a welcoming community space that sets an example for the industry. Embrace this approach, and watch your business flourish in ways you never imagined.
I’ll be back. Writing more on this important topic.
Written by Dr R Butchins
Diversity & Inclusion Director, MYA Consulting Ltd
Richard is an award-winning journalist, filmmaker and artist. He also holds a PhD by Practise from the University of Kent in disability and film. He makes sure that MYA are up to date on all diversity and inclusion requirements. He’s worked for over 25 years in television, large event creation and management, radio and in diversity policy for various organisations. Richard also coaches the team, and drives ideation, working tirelessly to ensure that MYA produces relevant, inclusive and exciting end results.