Retailers

Neuro-inclusion and neurodiversity training

It's important for retailers to consider the needs of neurodivergent customers. Failing to do so can cause psychological distress for these customers, making it difficult for them to make a purchase. When shopping becomes associated with stress and anxiety, people are likely to avoid a store, whether it's in-person or online. Therefore, it's crucial for retailers to make every aspect of the shopping experience neuro-inclusive. Happy customers are more likely to spend more, return for future purchases, and recommend the store to others.

Ultimately, the profitability of a retail space depends on how inclusive it is for neurodivergent individuals. The more inclusive the environment, the greater the likelihood of both initial and repeat spending.

Overview

An examination of the difficulties that neurodivergent customers encounter when interacting with physical and online retail experiences. We share with you actionable guidance and strategies for creating a neuro-inclusive retail environment, ensuring that all customers feel welcome and supported.

Course content

Neuro-inclusion and neurodiversity training for retailers, by Neuro Tide

  • With the objective of building a foundational understanding of neurodiversity, Neuro Tide will introduce and refresh the definition and scope of neurodiversity, then explore the common conditions. Once we have defined each of the conditions we then delve into the common strengths and challenges. You will also learn about the importance of neuroinclusion and the benefits of a neuroinclusive retail space, physical and online.

  • In order to ensure that your neurodivergent customers are able to effectively access and navigate your spaces, you need to consider the specific challenges that they may face. By exploring the unique obstacles that neurodivergent customers encounter, we then share practical guidance and strategies aimed at creating truly inclusive and accommodating retail environments, including online

  • Exploring the impact of excessive information overload is just as important as ensuring that there is enough information available and that it is easily accessible. We delve into this issue across various touchpoints, including pre-visit, onsite, and website interactions, to offer practical guidance aimed at creating a neuro-inclusive retail experience.

  • Anxiety may be triggered in the checkout environment, so colleagues need to be trained and aware. Additionally, the absence of staff can have a significant impact. Furthermore, self-checkout tills are not always easy to navigate. We explore the checkouts and waiting times at all touchpoints, including the contact centre, tills, and other areas, and provide practical guidance and neuro-inclusive techniques.

  • The time of day and the specific day can significantly affect the experience of a neurodivergent customer. Factors such as the level of ambient noise, the presence of crowds, and overall sensory stimulation can either alleviate or contribute to feelings of overwhelm and anxiety in neurodivergent individuals.

    In our exploration, we shed light on how retailers can make neuro-inclusive changes to accommodate the needs of neurodivergent customers. While some retailers operate 'quiet times' , it's important to recognise that this approach may not always be effective or inclusive for every neurodivergent individual. By delving into the specific reasons behind this and offering guidance on alternative, more inclusive approaches, our practical guidance will support you to foster greater understanding and inclusivity within retail environments.

  • Neurodivergent customers, including those with conditions such as autism, ADHD, dyslexia, and others, may experience heightened sensitivity or specific challenges when it comes to obtaining particular items. Prompt access to these items is crucial, and any delays can lead to increased stress and discomfort. Additionally, making multiple trips to collect these items can be overwhelming for neurodivergent people. In order to create an environment that caters to neurodivergent needs, it's important to consider practical adjustments that can be made to ensure a more inclusive and accommodating experience for neurodivergent customers. We explore these areas and suggest practical elements you can put in place to ensure a neuro-inclusive experience.

  • In situations where there is, for example, issues at the till, a delay in the delivery of a product or if a faulty item is received, it's imperative that the resolution process is easily accessible and navigable for your neurodivergent customers. We explore how your procedures can be inclusive of diverse neurological needs, and we share practical guidance and techniques to effectively support your neurodivergent customers. Our goal is to ensure that everyone receives the assistance they require to have a positive and smooth experience with your products and services.

Woven throughout the session

Personal stories and case studies

Throughout the session, the facilitator shares their personal stories as someone living with ADHD and autism. These real-life experiences are woven together with case studies and throughout the session to provide a comprehensive understanding.

Practical guidance and reasonable adjustments

It's essential to deepen your understanding of neurodivergence and also explore reasonable adjustments and new approaches to tasks, all of which will be shared during the session. Always tailored for the audience and your goals and themes.

Questions and answers

Depending on the session and your needs, these can be throughout or at the end. But there is always time during the session, and you can ask us anytime later anything you need to help your understanding and application of what you learn.

Learning outcomes

  • A greater practical awareness of neurodiversity within a retail context.

  • A greater ability to enhance the inclusion of neurodivergent customers within your retail business.

  • A greater ability to ensure neurodivergent customers are able to have the best retail experience and truly experience choice.

    This enhances the opportunity for return visits, greater numbers of purchases and your longevity through profit improvements.

Technology, timings & availability

  • For webinars, client will host on their virtual meeting tool. Neuro Tide can host if required.

  • Session length is one hour. This includes Q&A and conversations.

  • The training is available on demand upon request. Webinar, in-person talk, or in-person workshop.

Some customers with neurodivergent traits may need a few days to consider their visit and will experience anxiety, while others may decide to make a spontaneous visit. In both scenarios, it's crucial to ensure that the experience is neuro-inclusive. This involves creating an environment that is not overwhelming, maintaining the right stock levels, and enabling customers to navigate the shopping experience independently. Since not everyone can visit during scheduled ‘quiet hours’, it's important to vary these times each day while maintaining a consistent pattern for familiarity.

We have plenty of suitable neurodiversity training sessions

6 people seated, aged approximately 25 to 35 years.. They are in a semi-circle looking at a female and male. This is a training session. The delegates have notepads as they sit in the white brick walled industrial type room. The whiteboard is blank.