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Your visitor experience partner
Because everyone belongs.
Our lived-experience team helps venues, events and workplaces make every visitor feel welcome, whatever their needs and at every stage of life.
Our lived-experience team helps venues, events and workplaces make every visitor feel welcome, whatever their needs and at every stage of life.
Trusted by
“Your training taught me the importance of asking a person how they would like to be referred to, and it's ok to acknowledge and use the word disabled.”
Customer engagement team, Wembley Stadium
Life changes.
The best places change with it.
Your visitors' needs change. Does your experience change with them?
A first visit with a pushchair. A sports injury. A hidden disability. A parent now living with dementia. Your visitors' needs change through life. The places that change with them keep them for life.
Your visitors' needs change through life. The places that change with them keep them for life.
What changes when every visitor feels welcome?
Visits
More people come
When people know they'll be welcome, they plan the trip, and bring friends and family.
Reputation
Visitors tell people
People recommend the places that made them feel welcome, in person and online.
Spend
Visitors stay longer
Comfortable visitors linger, eat, shop and enjoy more of what you offer.
Loyalty
Visitors for life
The regular whose life changes keeps coming back, because you changed with them.
When a visit stops working, most people don't complain. They just stop coming.
The best visitor experiences are built with the people who live them.
Hello from Nicole
You can feel it in the first thirty seconds.
I'm Nicole. I was born with an upper limb difference, and I've spent my whole life clocking which places were built with me in mind and which weren't.
I started IAMPOSSIBLE eight years ago to partner with the venues that want to get it right. Everything we do is led by people who live it, with lived-experience ambassadors and specialist partners on every project. We know what your visitors need because we live it, and we work it out alongside your team.
I'm also training for the Paralympics. I bring the same standard of preparation to every project.
Nicole Brennan, founder
Your partnership
One partner for your whole visitor journey.
First step
Visitor experience review
We walk your site with people who live it, from the car park to the toilets. You get a clear plan, quick wins first, that your board can sign off.
02Sensory maps and visual guides
Visitors know what to expect before they arrive: where it's loud, where it's quiet, and how to get in and out. Live on major UK shopping centres today.
03Team welcome training
Two hours, led by people with lived experience. Physical, sensory and hidden disabilities, dementia, and the changes life brings. Built into onboarding, so every new starter has it from day one.
04Emergency and evacuation reviews
Your plan works on paper. We check it works for a wheelchair user on the second floor, a deaf visitor in the toilets, and someone living with dementia who has lost their group.
05Come With Us films
A short film showing a first-time visitor exactly what to expect, from the front gate to their seat.
06Year-round partnership
Your access partner all year: a named contact, updates when your space changes, advice when you need it, and the IAMPOSSIBLE partner badge. Every service here can be part of it.
Visitor experience review
We walk your site, car park to toilets.
First step. We walk your site with people who live it, from the car park to the toilets. You get a clear plan, quick wins first, that your board can sign off.
Sensory maps and guides
Visitors know what to expect before they arrive.
Visitors know what to expect before they arrive: where it's loud, where it's quiet, and how to get in and out. Live on major UK shopping centres today.
Team welcome training
Teams who know what to say, first time.
Two hours, led by people with lived experience. Physical, sensory and hidden disabilities, dementia, and the changes life brings. Built into onboarding, so every new starter has it from day one.
Evacuation reviews
Plans that work for everyone in the building.
Your plan works on paper. We check it works for a wheelchair user on the second floor, a deaf visitor in the toilets, and someone living with dementia who has lost their group.
Come With Us films
A first visit, filmed from gate to seat.
A short film showing a first-time visitor exactly what to expect, from the front gate to their seat.
Year-round partnership
Your access partner all year.
Your access partner all year: a named contact, updates when your space changes, advice when you need it, and the IAMPOSSIBLE partner badge. Every service here can be part of it.
You are here
Book a visitor journey callOur work
Live on sites people visit every day.
Shopping centres
Hammerson: five UK destinations
Bullring, The Oracle, Cabot Circus, Westquay and Brent Cross. Experience reviews, sensory maps and visual guides, published on each centre's accessibility page and kept up to date all year.
Shopping centres
The Dolphin Centre, Poole
Our partnership with Savills: experience review, sensory map, visual guide, staff training and year-round support. The model we're taking across more centres.
Stadiums
Wembley Stadium
Lived-experience training for the customer engagement team: inclusive language, real scenarios and a safe space for the questions staff hadn't felt able to ask.
Not ready to talk yet? Free guide
10 quick wins for a visitor journey that works for everyone
Changes you can make this month, most at little or no cost.
Get started
Two ways to start.
Book a call if you're ready to talk. Send a message if you'd like to ask something first.
Ready to talk?
Book a visitor journey call
Pick a time that suits you. In 30 minutes we'll show you where your biggest opportunity is and what it would take to fix it.
Or email nicole@iampossibleconsultancy.com
Prefer to write?
Send us a message
We'll reply by email.