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.”