This content was originally published by Blooloop.
by Nick DiMatteo
Gen X kids tend to be familiar with the idea of fighting for your right to party. However, beyond a catchy song, this fight is very real for many in our society when it comes to options for finding ways to have fun and share experiences with others.
Amusement venues have always worked to attract people to their businesses. Our society has always been a diverse one. In recent years, there has been more awareness of the many different ways in which individuals navigate, identify, and want to interact with the world. Now, more than ever, it is incumbent upon businesses to find ways to meet the needs of the individuals who can become their guests. This is mutually beneficial for all.
It can be challenging to consider how to meet a variety of needs and provide a fun and engaging time. However, enhancing accessibility can provide wide-reaching residual benefits for FECs and their guests. Adrea Gibbs, ICAE, of Alriginal Productions, LLC, is a consultant in the area of Diversity, Equity, and Inclusion. Gibbs suggests business owners consider the positive impact of inclusionary practices and points out:
“When you look to do this, you really do elevate the experience for everyone.”
Structural accessibility in theme parks and FECs
Usability.gov says accessibility “focuses on how a disabled person accesses or benefits from a site, system or application.”
Accessibility needs to be looked at beyond an ability to access but also to benefit. In the case of entertainment and amusement venues, the benefits should include being part of the fun and enjoying as much of the experience as possible.
The Americans with Disabilities Act (ADA) and other international legislation and guidance have outlined requirements to make businesses and destinations more accessible for those with disabilities. However, fostering inclusion beyond mere accessibility is an important and necessary business goal.
At the forefront of accessible experiences is Morgan’s Wonderland in San Antonio, Texas. Morgan’s Wonderland is the first “Ultra-accessible theme park”. It aims to create an experience for those with special needs, their families, friends, and caregivers. Richard Pretlow, president of Morgan’s Wonderland, says:
“Ultracessible is a registered trademark that comes from us wanting to go above and beyond what is the standard for ADA.”
Morgan’s Wonderland is a park with accessibility at its core. Yet smaller FECs can also follow their lead in offering more accessibility to guests in many ways.
Beyond ADA compliance, centers can consider their layout to ensure easy navigation for those with wheelchairs or other mobility devices. Visual supports, such as a layout of the facility that designates where amenities can be found, will help guests. Having park or venue maps available on a website can be very helpful for families too. This helps them to plan prior to their visit.
Equipment and attractions accessibility
Morgan’s Wonderland boasts 25 wheelchair-accessible rides and activities such as sand and water play tables are designed so that guests in wheelchairs can engage alongside other guests.
Morgan’s also offers an extensive selection of pneumatic wheelchairs and other wheelchair equipment, allowing full access to their water park area. This type of diversion has long been difficult or inaccessible to those who require wheelchairs and other medical devices. The gameplay incorporates adaptive switches. Hand-operated controls are also available at attractions for guests who cannot operate a pedal.
Operators are looking at attractions in whole new ways as they strive to make visits enjoyable for as many guests as possible. Pretlow describes how the team worked to lessen the sounds from the hydraulic system of one of Morgan’s Wonderland’s attractions:
“We built a shelter for it whereas in other parks, traditionally, those hydraulics are out in the open. It makes maintenance a little more challenging. But that is something we did for those folks who may have some sensory issues with sound.”
This extra level of consideration may make enjoying this particular experience possible for those who may have avoided attractions like this in other settings.
Manufacturers are responding to these needs in their design and production process. One such manufacturer is DOF Robotics. DOF produces several dark rides and “flying theatre” concept attractions. Selma Delice, United States country manager for the firm and Özgür Küçükateş, director of sales and marketing, describe the design process with clients as an increasingly collaborative one.
Through the development process, DOF team members communicate with clients about options and modifications that go beyond ADA compliance. One recent project involved creating modifications that would enable guests in wheelchairs to access the experience without the need to transfer out of their wheelchairs. This can be an uncomfortable, tiring and time-consuming process.
Other considerations for more accessibility in FECs include finding ways for guests to engage with an attraction or game at their own comfort level. For instance, adding options to sit alongside the rest of their party and watch the gameplay.
Jenna Boyo of Planet Lazer Kelowna explains this holds true at her laser tag facility:
“Some guests may not want to wear the vests because of weight or sensory issues. They can still participate with the rest of their party. We are very flexible when it comes to how guests choose to participate. We can tailor the experience so parents can walk with their kids without the equipment if they prefer”.
Some companies are taking a closer look beyond the requirements of accessibility and evaluating the equity that visitors can have in their facilities.
One such example is Funlab, Australasia’s largest provider of competitive socializing venues. As Funlab continues to expand into new markets, including the US, it is navigating the local codes and then looking to go well beyond, to provide the best guest experience for as many as possible. One example is the introduction of adaptive golf putters for those who need them in their mini golf attractions.
Lightweight bowling balls often have smaller finger holes. However, Funlab bowling centers offer lightweight bowls with larger finger holes. This is ideal for those who may need a less heavy option but wouldn’t find a comfortable fit in a ball drilled for a child’s hand.
Sensory considerations for more accessibility in FECs
Family entertainment centers and many other amusement venues, by nature, are big, bright, attractive and loud. For some neurodivergent guests and others with sensory differences, this type of experience may be too overwhelming rather than fun. Operators look carefully at their venues and offerings to ensure guests can access them comfortably.
A straightforward tweak Boyo noted is turning off “attract mode” on arcade games. Many games make noises, play music and utter phrases to garner attention when not being played. This can be turned off to lessen the noise stimuli that may be too much for some guests.
Likewise, DOF attractions increasingly incorporate options for adjusting various aspects of gameplay and attraction experience. Operators can change many variables beyond sound types and volume, such as lighting levels and play speed. Minor adjustments like these allow for the customization of an experience based on preference, physical need or medical concerns.
Meghan Barbano, M.A. Ed., ASDCS is a PDA-certified specialist neurodivergent consultant and school psychologist. She identified several low- or no-cost strategies and options centers could offer regarding sensory differences.
One such offering is a sensory room for guests who may need a quiet place to remove themselves to regulate, decompress, or take a break. Many high-profile entertainment centers, including sports stadiums and concert venues, have begun incorporating sensory rooms in their spaces. Still, the rooms don’t have to be high-tech or require a significant investment. A simple space with reduced noise levels, adjustable lighting, and some comfortable seating would be a great entry into providing this accessibility option for guest use at FECs.
Similarly, Planet Lazer Kelowna keeps several items on hand for when a need arises. Boyo shared that in addition to extra party supplies, her location has noise-canceling headphones for guests who request them:
“We even keep a box of small toys around, so if one of our staff sees a child who is struggling, they know they can approach with something that might help turn things around.” Interestingly, she shared that 15% of all redemption items in her location are now some type of sensory item, like fidgets and pop-its. “The demand was there.”
Other options are certain times or events that cater to the needs of specific groups. For example, many centers are now offering specific times when crowds are less likely and when noise levels and lighting levels are suitable for that group’s needs. Individuals with vision impairment may benefit from an experience with higher lighting levels and may welcome an experience with more auditory input. Meanwhile, other types of groups might prefer a quieter environment with subdued sounds.
Offering an orientation or tour of the facility can lessen anxiety for both parents bringing their children and the children themselves. Knowing what to expect can really be a game changer, Barbano says. Boyo agrees. Her venue offers tours upon arrival and encourages tours for families who want to see what the center has to offer before visiting.
Funlab, as a brand, is committed to providing sensory maps for each of its locations. These maps would allow visitors to make informed choices about how to spend their visit based on preferences such as lighting or sound levels.
Community involvement
“Talk to all the stakeholders in the community. Open discussion with the groups in your community and let them tell you firsthand what they need and want,” Barbano recommends. Gibbs agrees wholeheartedly. She believes it is important not just to rely on consultants. Instead, operators need to encourage interaction and feedback from the community they serve.
Further, Gibbs says it is possible to “use the tools you have without eating up your budget. Observational and anecdotal information is often undervalued and underutilized, but it can be very valuable to have staff observe how guests interact within your space and use those insights to guide your decision-making and improve your operation and the guest experience.”
Planet Lazer often has a team member who walks the floor. This person interacts with guests to ensure they are having the experience they expect and responds when they need more support. Staff visibility and accessibility ensure guests feel connected to the venue. It gives them the means to express their wants and needs and feel assured that a response is readily available.
When culture and training intersect, staff become integrated into the community, and their people-facing experience can provide invaluable insights.
Funlab runs an internal promotion, “For Fun’s Sake”, which encourages employees to share ideas that will elevate guest experience. Out of this program, an employee who was studying to be a speech-language pathologist promoted the idea of making communication boards for guests who may have communication obstacles.
Communication boards will have pictures, symbols and illustrations that allow individuals with limited language abilities to communicate for themselves. Funlab locations will have these boards located throughout. So, guests can more easily express things they want or amenities they are seeking.
Chelsea Mannix, chief people officer of Funlab, points out that this idea has now been adopted company-wide. It offers the additional benefit of allowing visitors or those who don’t speak the predominant language of the area to have a ready means to interact with staff.
Michael Shelton, vice president and executive director of IAAPA North, said an organization’s website is a great place to open communication with potential guests. A simple contact form will allow a guest with concerns to make contact before a visit. In turn, the staff can be proactive in meeting a guest where their needs are, even with something as simple as greeting the guest by name, knowing something about their particular interests and being on hand to welcome them to the location.
Training and communication to support accessibility at FECs
One common theme all agree upon is that continual and ongoing training is critical for creating a welcoming and truly inclusive experience. At Planet Lazer, Jenna’s staff pride themselves on communication. They utilize a Slack channel for staff to share celebrations and ideas as well as process ways to improve the guest experience.
Flexibility and responsiveness are key, as is staff feeling empowered to provide what guests need to ensure satisfaction. A welcoming staff attitude will contribute to goodwill in the community and return business.
Appropriate training is critical to providing a safe and enjoyable experience and encouraging guests to return to your venue. The DOF team recommends regular safety training for staff on their equipment to ensure optimal operation. They stress that staff should be prepared and comfortable for emergent situations. For instance, how to safely stop an experience and help a guest exit the attraction safely if the need arises.
Knowing how to defuse an escalating or tense situation is also important. Staff should be prepared to provide safe and supportive responses to guest needs. They must understand what is expected of them in a crisis. Ensuring staff are well versed in speaking to guests with sensitivity and respect is essential.
Boyo also shared that Lazer Park focuses one component of its training on unspoken communication. She believes: “We show our emotions physically.” Staff are trained to look at body language and unspoken signals in an attempt to assist as needed or tailor their approach with guests.
Michael Shelton points to organizations like the International Board Of Credentialing and Continuing Education Standards (IBCCES). This offers training to build awareness of autism and how to meet the needs of those in the autism community.
He stresses that smaller FECs and venues have many options for improving the guest experience and increasing accessibility:
“Kindness is just one place to start.”