Member Article

intu shopping centres lead the way in shopping experiences for visually impaired customers

The north east’s largest shopping centres are launching a new initiative to improve the customer experience for visually impaired shoppers.

Staff at Gateshead’s intu Metrocentre and Newcastle’s intu Eldon Square have received professional training focusing on how to support visually impaired shoppers as part of Henshaws’ specialist visual impairment awareness training (VIAT).

Robert Cooper, Henshaw’s Director of Community Services, said:

“Henshaw’s VIAT course is a practical and engaging training session, aimed at helping individuals understand the needs and concerns of people living with a visual impairment, and has been embraced by businesses and organisations across the North of England. “Around 7,700 people in Newcastle-upon-Tyne are living with sight loss, which is expected to rise to 9850 by 2030, making visual impairment awareness more important than ever before.

“We were delighted to help the shopping centres increase their ability to support customers and colleagues living with a visual impairment. Shopping can be a daunting task when you’re visually impaired, but having the option for a shopping assistant will make a real difference to people in Newcastle and Gateshead.”

During the course, intu’s staff members were shown how to guide a visually impaired person throughout the centre, overcoming all the obstacles an individual would face.

Customer services assistant and VIAT trainee Paula Stott commented:

“The training gave me a real insight into how difficult it can be operating with very little or no sight. I think this is an amazing initiative and it’s very gratifying to be able to offer our customers this important service.”

Visually impaired shopper Susan Jones, a training co-ordinator for Eye Wish Access, a north-east team of accredited vision awareness trainers, who trialled the accompanied shopping programme, said:

“I have really enjoyed the experience of having a relaxed wander around the shops with Pauline, who is such a pleasant member of staff; this has given me the opportunity to experience a fun shopping trip without having to rely on family or friends. It has been so long since I have been able to enjoy going shopping by myself, as it is actually impossible to navigate this journey without support. It has been a really liberating experience and I’d encourage other people to give it a try – I’ll certainly be back!”

The accompanied shopping programme launches on Tuesday 20th March, and is available to anyone over 18 who is blind or partially sighted, offering a two hour personal shopping experience with a member of the customer service team.

Customers will be able to take advantage of up to two appointments per year, and will be able to book on a monthly basis, on or after 20th of each month for the following month.

Shopping trips will be offered on a first come, first served basis and there will be four, two hour appointments available to book at both shopping centres each month.

To book an appointment at intu Metrocentre, customers are asked to email: Reception.Metro@intu.co.uk or call 0191 493 0200, and to book at intu Eldon Square, email: Reception.Eldon-Square@intu.co.uk or call 0191 261 1891.

This was posted in Bdaily's Members' News section by Lyn Spencer .