Accessible Counters
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At first glance, pull-out or tilt-up shelves seem like a good way to provide an accessible space at a public counter. The shelf can be tucked away when not in use. Surely this is a good solution that caters to everyone, especially at counters where space is limited, right?
Well, perhaps not. A temporary pull-out or tilt-up shelf might be a good idea in a home kitchen, where the number of people using it is limited, they are familiar with the space, and their preferences and needs are specific.
But in a public setting, a temporary shelf will be used by a wide range of people with different abilities and needs. Let’s take a look at some of the pitfalls.
Will people know the temporary shelf is available?
Because it is tucked away, people may not realise that it’s there - especially if they have an intellectual or cognitive disability or reduced vision.
Will people know how to use it?
Even if the shelf bears the international symbol of access so that people know it is there, it may not be obvious how it works. A person with limited strength, reach, or dexterity may not even be able to operate it. And if they succeed in extending the shelf, they might struggle to retract it. Requiring staff assistance reduces a person’s opportunity to have an independent and equitable experience.
Does it actually work?
While there is some very good hardware available, a temporary shelf, which is a less sturdy option than a permanently accessible counter, may not provide adequate stability for someone who needs to lean on it for support. Add everyday wear and tear, and the shelf could easily be damaged and out of action when people need to use it.
Can staff easily serve customers who are using a temporary shelf?
When a temporary shelf is positioned in front of a higher permanent counter, conducting a transaction and accessing a payment terminal across surfaces of different heights can be awkward.
Is it equitable with the non-accessible option?
All of the issues above make using a temporary shelf a very different experience than using a permanently accessible counter. It involves a special set-up and put-away operation calling attention to anyone who uses it. A temporary feature is not an easy or inclusive experience for people.
All of us are different. Thinking about how a variety of people will actually interact with a feature is a good first step for coming up with solutions that work well for everyone. Solutions that, as it often turns out, may be surprisingly useful even for those it was not intended for.
