The Physical Guide

In this module, we're focusing on how to clearly communicate the physical access features of your business — and why it's so important.

Why Physical Access Information Matters

Customers usually know what they need when it comes to moving through physical spaces. By outlining the access features of your business, you're helping them:

1. Understand how independently they can move around
2. Plan ahead and arrange support if needed

This isn't about meeting accessibility standards — it's about being open and honest. You're not making promises or saying what's "suitable." You're simply showing what's there. That way, the customer stays in control and makes the choice that works for them.

Accessibility means different things to different people. A wide, open space may be great for someone using a wheelchair, but tricky for someone with low vision. A tight space with good lighting and clear contrast might be perfect for one customer, while another prefers more room to move. The key is transparency.

What is Physical Access?

Physical access covers the built environment — the structure and layout of your space. It doesn't change often, so it's easy to document in your Access Guide using photos, videos, and written descriptions.

Your Access Guide should always reflect the current situation. If anything changes — like a new ramp, updated entrance, or construction — your guide should be updated too. It's a living document, just like your infrastructure.

It's not about deciding what someone might need — it's about showing what access you have.

What to Include in Your Physical Access Guide

What you include will depend on your business and how detailed you want to be. The goal is to create a visual map of your space — simple, clear, and helpful.

Start with the Customer's Journey

Think about the order your customer experiences things. From parking to entry to the heart of the experience — walk it through from their perspective.

• Accommodation: focus on service areas, guest rooms, and bathrooms
• Adventure activities: highlight access ways, platforms, changing rooms and equipment

Key Areas to Feature

These will vary by business, but may include:

• Parking and drop-off zones
• Pathways and landscape
• Approaches, entrances and landings
• Interior layout
• Service desks and seating
• Lighting, signage, and contrast
• Toilets — both standard and accessible
• Loading zones and platforms
• Equipment or activity-specific hardware

Highlight Obstacles Too

A great access guide also shows any physical barriers. Let your customers see where challenges might be, so they can make informed choices. Common features to include:

• Steps, ramps, handrails
• Loose gravel or uneven surfaces
• Slopes or tight turns
• Self-closing or heavy doors
• Glare or dim lighting
• Kerb cuts and ramps
• Sloping or uneven ground
• Steps or narrow pathways
• Any other physical barriers

The cleaner and more honest your access guide is, the better your customers can plan.

Using Visual Tools

The easier you make it for customers to see and understand your space, the more confident they'll feel.

Use 360° photos to show how the space looks from a user's point of view. Add short descriptions for each image — this helps with navigation, people with low vision, and is essential for screen reader users. Consider video walk-throughs of entrances, access ways, or car parks to help customers orient themselves.

Your 360° imagery can be uploaded on your Google business profile or alternatively on platforms such as Panoee (free version). These links can be used on the Access Guide via a hyperlink rather than uploading the photo directly to your website.

Keep it Clear and Honest

Make sure your visuals:

• Show access to furniture, counters, or displays
• Are taken from a user's perspective
• Highlight any obstacles
• Are supported with simple, written explanations

Let's help your visitors feel confident and informed, before they even arrive.