PEOPLE in the UK have never been more addicted to their smartphones, according to a recent survey.
Fear of missing out – Fomo – means we're more addicted to our devices than ever.
But Fomo is a real issue for the visually impaired and disabled. Not just online, but also in real life – where the challenges of navigating poorly designed transport, retail and tourism hinder those with the greatest need for adaptive design.
Queue Gavin Neate, a veteran Guide Dog Mobility Instructor of 18 years, who decided to do something about it. He created a series of smartphone apps designed to make Fomo a thing of the past for the disabled and visually impaired.
“I didn’t necessarily set out to become an entrepreneur, but after seeing these barriers I knew that I could positively influence the design and implementation process by getting directly involved,” he said.
“I feel incredibly lucky that I am still able to work with the people I enjoyed helping so much at Guide Dogs UK,” he added.
From creating an app that allows disabled people to remotely press the button at a pedestrian crossing, to improving access to quality customer service in retail outlets, Neate has strived to provide inclusivity through technology.
“It seemed obvious to me that if I could find a digital solution for road crossings I could do similar in customer service and thus Welcome was born,” he said.
Welcome, which launches later this month, is a cloud-based platform that helps customer service teams provide five-star service when those with specific needs arrive at their location. It promotes inclusion and equality at its core and recognises that both parties need support at this initial meeting.
Neate believes the real opportunity for people and customer service teams that use Welcome is comfort; the application provides staff with training and preparation and the user of the application can simply submit a journey and visit the venue.
Over time the customer service team understands the customer so much better and can improve their service to be fully inclusive.
“Many people fear that technology will get in the way of human interaction but we have found a way that physically removes the smart device from the picture and promotes real communication,” Neate said.
Some of the challenges have been to make sure the users of the application have a wide selection of venues – from tourism to shopping, theatre to services, and anything with a customer service experience.
This is why Neatebox has implemented request a venue, want, and share features so that clients can share the application with friends.
Neate says the responsibility for inclusion and accessibility lies at everyone’s door.
“People only really understand the need when they have personal experience of a given situation but we want to be part of the greatest in-the-moment knowledge sharing platform that we can produce.”
Why are you making commenting on The National only available to subscribers?
We know there are thousands of National readers who want to debate, argue and go back and forth in the comments section of our stories. We’ve got the most informed readers in Scotland, asking each other the big questions about the future of our country.
Unfortunately, though, these important debates are being spoiled by a vocal minority of trolls who aren’t really interested in the issues, try to derail the conversations, register under fake names, and post vile abuse.
So that’s why we’ve decided to make the ability to comment only available to our paying subscribers. That way, all the trolls who post abuse on our website will have to pay if they want to join the debate – and risk a permanent ban from the account that they subscribe with.
The conversation will go back to what it should be about – people who care passionately about the issues, but disagree constructively on what we should do about them. Let’s get that debate started!
Callum Baird, Editor of The National
Comments: Our rules
We want our comments to be a lively and valuable part of our community - a place where readers can debate and engage with the most important local issues. The ability to comment on our stories is a privilege, not a right, however, and that privilege may be withdrawn if it is abused or misused.
Please report any comments that break our rules.
Read the rules here