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
