Disability inclusion for Desk-Free Workers
Empower your desk-free workers with our targeted programme of bite-sized guides, videos, and staff briefing packs that are designed to build confidence in delivering exceptional service to disabled customers.
Disability inclusion resources for Desk Free Workers
Practical, real-world resources for organisations with customer-facing teams who want to centre customer experience and ensure disabled customers can fully access their products or services.
- Digital guides, videos, fact sheets and ready-to-use toolbox talks.
- Built to help desk-free staff feel confident, informed, and supported.
- Designed to strengthen accessibility, inclusion and disability confidence.
Desk-free workers are often the face of your organisation – the people customers remember. Their interactions with disabled customers can shape an entire experience, building trust and loyalty or creating barriers that drive disengagement. The Desk-Free Workers Project helps customer-facing teams feel confident, capable and ready to deliver inclusive service in real-world settings. With practical, easy-to-use resources designed for life away from a desk, it supports better experiences for customers and stronger outcomes for your organisation.
What is the Desk-Free Workers Project?
The Desk-Free Workers Project provides practical, situation-specific disability inclusion resources designed for staff who spend little or no time at a desk or computer. Developed in collaboration with Business Disability Forum Members and Partners, the resources are:
- Grounded in real customer interactions
- Designed to build confidence, not overwhelm
- Easy to access and use in busy environments
They support organisations to turn inclusion values into consistent, everyday practice.
Who these resources are for
These resources are designed for organisations that:
– Have customer-facing, desk-free teams.
– Want to put customer experience at the heart of their services.
– Are committed to accessibility, equity and inclusion.
– Want to ensure disabled customers are not excluded at the point of service.
Whether your teams work on the frontline, in public spaces, or directly within communities, the resources are built for real-world use.
What’s included?
You will receive a full set of resources, titled ‘Think Disability’, as digital files that you can disseminate throughout your organisation. These include:
- Digital guides. Clear, practical guidance focused on real situations.
- Short videos. Scenario-based content showing inclusive customer interactions in practice.
- Fact sheets. Bite-sized and accessible information to build understanding and confidence.
- Staff briefing packs. Ready-to-use resources for team briefings and discussions – no specialist knowledge required.
- Implementation guide. Practical support to help organisations roll out the resources effectively, embed inclusive practice, and drive consistent change across desk-free teams.
All resources are designed to be engaging, straightforward and relevant to busy working environments.
The benefits to your organisation
Supporting desk-free teams to deliver inclusive service helps you:
- Improve experiences for disabled customers.
- Build confidence and capability across frontline staff.
- Reduce complaints and service breakdowns.
- Strengthen customer trust and loyalty.
- Demonstrate meaningful action on disability inclusion.
- Enhance engagement, productivity and innovation across teams.
Inclusion isn’t just a value – it’s a driver of better outcomes for customers and organisations alike.
Built for now, expanding for the future
The current resources are tailored to real-world customer interactions in desk-free roles, with initial focus on specific service environments.
The Desk-Free Workers Project will continue to expand – we will be adding new resources throughout 2026 to make this project relevant across a wider range of sectors.
Thank you to the following organisations who have contributed to the creation of these resources:
Boots UK, Primark and WH Smith.
Get started
If you want your desk-free teams to feel confident, informed and supported, and your disabled customers to feel welcomed and included, the Desk-Free Workers Project can help.
Businesses will be provided with the Think Disability resources as digital files that they can disseminate through their own communication channels.
These resources are available on a licencing agreement to members and non-members alike. Business Disability Forum Partners can access the resources for free, and we offer discounted prices for our Members.
Not a Member yet? Find out more about the benefits of membership.
Additional discount period
To mark the launch of our newest wave of resources, BDF Members and non-members can currently benefit from a further 50% discount on the standard price of this product.
This offer will run until 29th April 2026.
If you require this content in a different format, contact enquiries@businessdisabilityforum.org.uk.
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