blog.gov.je
The Channel Islands Co-operative Society places inclusivity and accessibility at the heart of its customer experience. Across Jersey and Guernsey, the Co-op supports people with disabilities through thoughtful store design, adaptive services, staff training, digital access, and community partnerships. As a community-owned organisation, it recognises the importance of adapting to diverse needs – physical, sensory, or digital – so that every customer feels welcome and valued.
Accessible stores and sensory-friendly shopping
All Co-op stores are designed or upgraded for barrier-free access, including step-free entrances, wheelchair-friendly aisles, accessible checkouts, disabled parking bays, and hearing loops. Following Jersey’s 2020 disability discrimination law, the Co-op partnered with Liberate’s Accès audit scheme to assess and improve store accessibility. Future store builds and refits follow Access For All guidelines.
To support customers with sensory sensitivities, the Co-op introduced “Quiet Hour” in 2017, dimming lights and reducing noise in selected stores. By 2023, this initiative expanded across Jersey and Guernsey. The Co-op also adopted the Hidden Disabilities Sunflower Lanyard scheme, allowing customers to discreetly signal they may need extra assistance.
In 2024, the “Calmer Co-op” pilot launched in four stores, co-designed with neurodivergent community members and AllMatters Neurodiverse Jersey. It includes tools like noise-cancelling ear defenders, visual shopping guides, communication cards, and checklists to support neurodivergent shoppers. The “GoTo Shop” trolley provides a secure seat for older children with disabilities.
Tailored customer service and staff training
The Co-op’s inclusive service is underpinned by comprehensive staff training. All customer-facing colleagues receive disability awareness training during induction and ongoing development. This includes practical guidance – such as assisting visually impaired customers or using hearing loops – and broader education to foster empathy and challenge misconceptions.
Through its partnership with Liberate’s Accès scheme, the Co-op delivered formal inclusion training led by disabled Islanders. Mystery shopper exercises with Accessibility Ambassadors provided feedback on staff interactions, helping the Co-op celebrate successes and address gaps. The Society is also a DIFERA-accredited employer, recognised for its commitment to Diversity, Inclusion, Fairness, Equality, Respect, and Acceptance. Staff have access to e-learning modules on equity, neurodiversity, and hidden disabilities.
Customer service policies are designed to accommodate individual needs. Staff assist with packing or carrying groceries, and discreetly support anyone identified by a sunflower lanyard or self-disclosure. Pharmacies offer free prescription delivery to housebound individuals, and a phone-ordering option was introduced for those unable to use online platforms. In-store, the sunflower lanyard fast-track system allows staff to quietly open another checkout or assist at the customer service desk if a customer is distressed.
Digital accessibility and inclusive communication
The Co-op’s commitment extends to its digital services. Its grocery delivery platform, launched in Jersey and Guernsey, prioritises vulnerable customers. During the Covid-19 pandemic, it was the first retailer in the islands to offer a dedicated delivery service for housebound individuals.
The Co-op’s website follows accessibility best practices, including high-contrast text, simple layouts, and descriptive alt-text, aligning with WCAG standards to support screen readers and keyboard navigation. Communications – whether signage, marketing, or public messaging – use plain language and inclusive imagery, often shaped by real customer stories.
Community partnerships and advocacy
The Co-op amplifies its impact through partnerships with local disability organisations and by advocating for broader inclusion. The Disability and Inclusion Team within the Government of Jersey works to implement the Island’s Disability Strategy, focusing on practical action, co-design, and collaboration to turn policy into real-world improvements. The Channel Islands Co-operative Society plays a key role in this shared vision through its commitment to ensuring inclusivity in the community we all share.
It supports initiatives like Accessible Town and Purple Tuesday, and works with groups such as Liberate, Enable Jersey, and the Jersey Employment Trust. It has also funded community projects through its Community Fund.
Executives have contributed to policy discussions, advocating for improved public transport and infrastructure for wheelchair users. Accessibility audits conducted with disabled ambassadors led to store improvements in layout, signage, and staff responsiveness.
By listening to and collaborating with the community, the Co-op ensures its services are not only inclusive but genuinely responsive. Its multifaceted approach – spanning physical access, digital inclusion, staff training, tailored service, and community advocacy – demonstrates how a retailer can meaningfully include people of all abilities and ensure no customer is left behind.
