Accessibility and Inclusion Assessment Methodology
Championing a future of travel that is open and welcoming to everyone. We provide a comprehensive framework for assessing and improving accessibility in tourism.
Our Mission
Our goal is to create a more inclusive world by providing tourism operators with the tools to understand and enhance their accessibility.
The AOZ Accessibility & Inclusion Index is more than a report card; it's a roadmap. It helps providers identify barriers, celebrate successes, and systematically improve their services for guests with diverse needs, including mobility, sensory, and cognitive disabilities.
Why This Index Matters
- Provides a clear, consistent benchmark for accessibility standards.
- Empowers operators to make targeted, impactful improvements.
- Builds trust with travellers by showcasing a genuine commitment to inclusion.
The 9 Pillars of Assessment
Our methodology provides a holistic review of the guest experience, broken down into nine critical domains.
1. Arrival & Parking
Assesses accessible parking bays, clear drop-off zones, and the quality of pathways from arrival to the main entrance.
2. Entrances & Pathways
Focuses on the main entrance, circulation paths, level access, door widths, and threshold heights.
3. Bathrooms & Changing Places
Reviews accessible toilets, internal layouts, grab rails, and high-needs Changing Places facilities.
4. Vision Support
Measures support for low-vision guests, including colour contrast, clear signage (Braille/tactile), and appropriate lighting.
5. Hearing Support
Examines hearing augmentation systems (loops), visual fire alarms, and staff training for communicating with d/Deaf guests.
6. Cognitive Support
Assesses sensory considerations, quiet spaces, simple wayfinding (pictograms), and 'Easy Read' information.
7. Service & Staff
Scores the human element: staff disability awareness training, welcoming attitudes, and proactive, respectful service.
8. Animal Access & Policies
Reviews clear policies and physical access for both legally-protected Assistance Animals and amenity pets.
9. Digital Accessibility
Reviews website usability, online booking, and the clarity of accessibility information (the "digital front door").
Our Scoring Methodology
Our scoring is designed to be comprehensive, fair, and transparent. It's built on three key concepts.
1. Normalised Weighted Scoring
Our index uses a Normalised Weighted Scoring method. This ensures that providers are assessed fairly, even if some sections are not applicable (N/A) to their service (e.g., 'Bathrooms' for a walking tour).
The final score is calculated by dividing the Total Achieved Score by the Total Possible Score for applicable sections only. This provides a fair and comparable percentage, regardless of the provider type.
2. Pillar Weighting & Rationale
Each pillar is assigned a specific weight in the final calculation, reflecting its impact on the overall guest experience.
| Pillar | Weight | Rationale |
|---|---|---|
| 1. Arrival & Parking | 10% | Critical first-impression barrier. |
| 2. Entrances & Pathways | 15% | Core physical access; no entry means 0% experience. |
| 3. Bathrooms & Changing Places | 20% | Highest-impact barrier. Lack of facilities (esp. Changing Places) is a "no-go" for many. |
| 4. Vision Support | 5% | Key support for a specific cohort. |
| 5. Hearing Support | 5% | Key support for a specific cohort. |
| 6. Cognitive Support | 10% | Growing importance; impacts safety, comfort, and planning (Sunflower, Easy Read). |
| 7. Service & Staff | 15% | Human element; can make or break an experience. Training is key. |
| 8. Animal Access & Policies | 5% | Critical legal (Assistance Animal) and amenity (Pet) factor. |
| 9. Digital Accessibility | 15% | "Digital front door." If booking/info is inaccessible, the trip never happens. |
3. Detailed Scoring Guide
Each individual question within a pillar is rated on the following 0-5 scale.
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5
Excellent / Best Practice
Exceeds all standards, often providing features that anticipate needs and create a truly seamless experience.
-
4
Good / Exceeds Standards
Provides a high-quality, accessible feature that is well-maintained and clearly well-considered.
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3
Compliant / Meets Standards
The feature is present and meets the minimum required standards for accessibility. It is functional but not exceptional.
-
2
Poor / Minor Barriers
A feature exists but has significant issues (e.g., poor maintenance, incorrect dimensions) that create barriers.
-
1
Very Poor / Major Barriers
An attempt at a feature is made but it is unusable, unsafe, or creates more problems than it solves.
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0
Inaccessible / Not Present
The feature does not exist, or the area is completely inaccessible to a person with a disability.
The Overall Score
The individual question scores (0-5) are used to calculate a percentage for each Pillar. These Pillar percentages are then combined according to their specific pillar weight to create the Overall Score. This provides a clear, at-a-glance, and fairly weighted benchmark of a provider's performance.
AI-Generated Recommendations
The assessment is just the beginning. To support operators on their improvement journey, our reports feature AI-generated recommendations.
Based on the specific scores and notes from the assessment, our system provides tailored, practical, and constructive guidance. These recommendations help providers prioritise improvements, understand best practices, and continue their valuable journey toward greater accessibility and inclusion for all.