Customers who are blind or who have sight loss

Customers who are blind or who have sight loss

How to help customers with sight loss

Understanding the needs of all customers is important. As the population ages, the number of people who are either blind or have sight loss, in particular, is growing.

There are varying degrees of sight loss. Most customers with sight loss will still have some sight, but it may be blurred or limited.

In this resource, we will help you consider how customers move around your premises and locate items, and how to provide accessible information.

Moving around

• Welcome assistance and therapy dogs, but do not stroke or distract them.
• Always speak to a customer who is blind when you approach them. Introduce yourself and ask if they would like assistance.
• Offer to let them take your elbow or hand but note that some people may prefer verbal guidance instead.
• If you are guiding someone, tell them clearly where obstacles, such as steps, ramps, stairs, how many there are, and whether they are up or down.
• If you offer a seat, ask the customer if they would like you to guide them.
• If you need to leave a customer, tell them you are going and when you or someone else will be back to help them. Don’t just walk away.
• Consider bringing items to the customer.
• The customer may need you to accompany them as they move around an area which is busy or unfamiliar.
• Make sure aisles and public areas are free of trip hazards and are well-lit.
• Provide audio as well as visual announcements and be prepared to read information out to a customer who might not be able to see a screen or price label.

Taking payments

• Ask the customer if they would like their money counted back to them.
• Using a PIN pad may be difficult. The customer may have a Chip and Signature card. The card reader will automatically ask the customer to sign to authorise a purchase, instead of putting in a PIN.

Accessible communication

• Be ready to read out information to the customer. Have written information available in alternative formats, such as large print, audio, Easy Read or Braille, if possible.
• If you need to send information to the customer, check if they use email. Advances in Assistive Technology (AT) mean that many more disabled people, including people with sight loss, are choosing to communicate via email.

Refer to our Inclusive Communication Toolkit for more information.

Final actions to consider

Before leaving a customer, ask if they would like any help to exit the premises or locate public transport.