Inclusion in the event industry focusing on visually impaired participants

The thesis discussed improvements of concepts for visually impaired participants in events. The objective of the thesis was to define improvements of different front- and backstage actions for creating more accessible and inclusive events for visually impaired participants. The purpose was to create a general customer journey map for visually impaired participants to increase the awareness and understanding of vision impairement. The theoretical framework was based on literature of events management, including customer journey mapping and experience management. Additionally, the concept of disabilities and vision impairment, its challenges, and solutions was explained. Lastly, the concept of social inclusion and benchmarking examples of inclusion in the event industry were presented. The study was conducted by semi-structured interviews with interviewees who are affected by vision impairment for finding improvements based on personal experiences and ideas. Therefore, the research methodology was qualitative. The results were analysed by comparing the answers of the respondents with the prevoiusly done theoretical framework. The results indicated that information regarding accessibility at the event need to be provided beforehand for deciding to pariticipate and prepare for an event accordingly. Additionally, accessible transportation need to be provided. Furthermore, venues might be adapted by different technological devices and safety measurements for provding a similar and safe experience for visually impaired participants. Moreover, a two-senses guidance and signage system can be implemented for offering information to persons with visual limitations. Lastly, staff training regarding disabilities and inclusive approaches should be provided beforehand. In conclusion, a customer journey map for visually impaired participants was presented. The interviewees’ answers and ideas provided valuable and subjective insights which were analysed by comparing them to the sources of the theoretical framework and the need of inclusion in events was evidently presented