Neurodivergence in Retail

The retail industry is fast-paced, overstimulating, and often unpredictable - factors that can make it a challenging environment for many shoppers. For neurodivergent customers - those with conditions such as autism, ADHD, dyslexia, and others -  shopping can often be challenging and overwhelming. However, with the right support, retail can be a more inclusive and accessible space. 

Let’s find out more, and how some of our lovely customers are going the extra mile.

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Challenges faced by neurodivergent customers.

Neurodivergent customers also face difficulties while shopping, which can affect their overall experience and willingness to return. Some common challenges include:

• Sensory sensitivities: Bright lighting, loud background music, and crowded spaces can be overwhelming and exhausting.
• Difficulty with social interaction: Engaging with sales associates, processing verbal instructions, or asking for help may feel daunting.
• Processing overload: Navigating store layouts, reading product labels, and making purchasing decisions can be overwhelming, leading to stress or frustration.
• Time pressure: Waiting in long checkout lines or feeling rushed to make decisions can increase anxiety.
• Unexpected changes: Stores rearranging layouts, running out of familiar products, or unanticipated social interactions can be disorienting

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A curated shopping experience for neurodivergence.

Designating quiet shopping times with reduced noise, dimmer lighting, and fewer crowds can help customers with sensory sensitivities.

One of our lovely customers, schuh, has a selection of stores which offer specific quiet hours. When we started working with them, we quickly realised it was vital that the music was integrated with other in-store sensory elements too, such as the lighting. For example, the ‘Mellow’ playlist was specifically formulated to coincide with their autism hour, when lights are dimmed and the music volume is reduced to be more sensitive to those with social anxiety issues.

This is also the case with another one of our customers, Lucy and Yak. For example, we’ve built them a special playlist for their monthly sensory friendly shopping sessions for neurodivergent customers - think dimmed lighting, a more mellow atmosphere, and the perfect considered music choices.

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How else retailers can create a better neurodivergent shopping experience.

Retailers can take other proactive steps to ensure neurodivergent customers feel comfortable and accommodated. Here’s how:

• Clear signage and layouts: Easy-to-navigate stores with clear labeling and logical organization can make shopping more manageable.
• Alternative customer service options: Providing text-based or non-verbal communication options can accommodate customers who struggle with verbal interactions.
• Flexible checkout options: Self-checkout stations or online ordering with in-store pickup can offer low-stress alternatives.
• Staff training: Educating employees on neurodivergence can foster empathy, patience, and understanding in customer interactions.