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Case Study
Our work with Hammerson
Hammerson asked us to make their destinations genuinely easier to visit. Not easier on paper. Easier on the day. We worked across Bullring, The Oracle, Cabot Circus, Westquay and Brent Cross, In three stages: walkthrough audits, sensory maps, and plain-English visual guides.
The project, stage by stage
Stage one: Walkthrough audits
We visited each destination the way a disabled customer does, from arrival to exit. Pinch points. Entrances. Noise levels. Lighting. The places where a visit quietly turns into hard work. Each centre received an actionable report with photographs and clear recommendations, split into easy wins the team could act on straight away and longer-term changes to build into future plans. No jargon. No vague advice. Just what to fix, where, and why it matters.
Stage two: Sensory maps
Next we built sensory maps for all five destinations, overlaid onto the existing floor plans. Every shop is categorised by the senses a visitor is likely to experience there, then colour-coded so guests can see what to expect at a glance. Clothing, healthcare, services and food areas are all clearly located, so people can plan a route that works for them before they arrive. The maps are published as PDFs on each destination's accessibility page.
Stage three: Visual guides
The final stage was a plain-English visual guide for each destination. Photographs of the different entrances, seating areas, facilities and navigation routes show exactly what a visit looks like before anyone sets foot inside. For someone who has never been, that removes the unknown - and with it, most of the reason not to come. Like the maps, the guides sit on each destination's accessibility page.