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Helping you deliver quality visitor experiences

Premier League

Training

Challenge

The Premier League wanted to equip club staff with the skills, knowledge and confidence to welcome disabled fans and deliver a first-class experience. Access is perceived to be a daunting subject, with a tendency to only consider the extremes of disability and physical changes to venues such as ramps and lifts. The challenge was to create a thought-provoking, practical and fun course that would help managers and frontline staff understand more about the needs of all types of disabled fans and how to deliver a positive experience.

Solution

Working with digital agency weclickmedia, we developed ‘Open for Business’ – an e-learning course for managers and frontline staff across the 20 Premier League clubs. It uses interactive games, graphics and quizzes and follows the disabled supporter’s journey from their initial enquiries and ticket buying, through to the match day experience and what happens after the final whistle. Managers and frontline staff take their own route through the course and at the end, they can download a personalised action plan, club access statement and certificate.

Top tip of the month

Any welcome to a business isn’t one single element but a series of interactions including signage, staff and announcements

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