Read on Twitter
After this morning’s experience with @Walmart delivery, I have some suggestions for companies who now offer delivery services.
First off, Walmart did a great job trying to help me solve the problem after I explained our circumstances. But these programs could be better.
First off, Walmart did a great job trying to help me solve the problem after I explained our circumstances. But these programs could be better.
Disabilities should be considered when creating a program, especially one like delivery.
First, make your ordering process disability-friendly. Make sure screen readers can be used. Offer high contrast or dark mode. Make text of an adequate size & include alt text for pictures.
First, make your ordering process disability-friendly. Make sure screen readers can be used. Offer high contrast or dark mode. Make text of an adequate size & include alt text for pictures.
Second, make sure staff is trained on making proper substitutions for allergy/intolerance foods. Don’t sub regular bread for gluten free. If someone chooses a sugar free item, don’t sub the full sugar equivalent. Don’t use cow’s milk to sub for almond milk.
Third, please make your customer service solutions disability friendly.
Today, I had two poorly chosen subs and a tote that didn’t have a lid. The initial solution to BOTH issues involved coming into the store.
Today, I had two poorly chosen subs and a tote that didn’t have a lid. The initial solution to BOTH issues involved coming into the store.
If someone chooses delivery, please don’t assume it’s for convenience.
A disabled person may be home bound.
A caretaker may not have any way to leave their disabled family member to come to the store.
A medical issue may make coming into the store impossible or unsafe.
A disabled person may be home bound.
A caretaker may not have any way to leave their disabled family member to come to the store.
A medical issue may make coming into the store impossible or unsafe.
Please offer solutions that can be resolved without contact or by the same means the initial order was completed.
- Refund the item
- Deliver the proper item and/or pick up the incorrect item
- Ask the person what is possible for their situation.
- Refund the item
- Deliver the proper item and/or pick up the incorrect item
- Ask the person what is possible for their situation.
Please DO NOT just offer a credit on the next order. Many disabled households (and others!) do not have the excess funds to spend that money for nothing until next time they order.
Above all, do not assume people using your service are using it for convenience. This pandemic has finally provided services the disabled community has been told for YEARS are impossible - work from home, curbside at many restaurants, grocery delivery - & made them mainstream.
This list is not exhaustive.
The BEST way to make sure your program is disability friendly is to INCLUDE DISABLED VOICES in planning from the very beginning and listen to what they say. Treat their input as valuable and create your product accordingly.
The BEST way to make sure your program is disability friendly is to INCLUDE DISABLED VOICES in planning from the very beginning and listen to what they say. Treat their input as valuable and create your product accordingly.
And if your program is already live, find disabled voices to include in planning updates and modifications.
If you’d like some experts to contact, I would suggest you start with @mattbc, @Imani_Barbarin, and @SFdirewolf. They have the knowledge to guide you.
If you’d like some experts to contact, I would suggest you start with @mattbc, @Imani_Barbarin, and @SFdirewolf. They have the knowledge to guide you.
And as a final note - DO NOT expect any disabled experts to work for free. If you hire a consultant for safety or cyber security, you pay them well and take their advice. If you hire an expert on disability and inclusiveness, they deserve the same compensation and respect.
