Accessibility as Experience Design: How a Venue can Support Inclusive Events for Every Delegate

As Disability History Month shines a spotlight on the ongoing pursuit of inclusion and equality, it provides an opportunity for the events industry to reflect on an important question: are we thinking broadly enough about accessibility?

Across the conference and exhibition sector, organisers are placing greater emphasis on inclusivity as part of their overall event strategy. This reflects a simple reality: diverse audiences create stronger events. When barriers to participation are reduced, events are able to attract wider audiences, foster richer conversations and create more valuable networking opportunities.

Every year, thousands of people attend events at Harrogate Convention Centre (HCC), from major conferences and exhibitions to entertainment events. We see first-hand how attendee expectations are evolving. While physical access remains fundamental, accessibility is increasingly becoming a wider conversation about confidence, participation and experience.

Accessibility starts before delegates arrive

One of the most important lessons the events sector has learned in recent years is that accessibility begins long before an attendee reaches a venue.

For many people living with disabilities, health conditions, anxiety or additional access requirements, uncertainty can be a barrier in itself. Questions around parking, entrances, lifts, room layouts or support facilities can influence whether someone feels confident attending an event.

That's why the industry is placing greater emphasis on providing detailed accessibility information as part of the attendee journey. 

This is where HCC’s partnership with AccessAble makes a difference. Our Detailed Access Guide, produced by AccessAble’s specialists after a full survey of the venue, lists information about HCC’s access, from arrival to details on each event space, parking, toilets and parent and baby facilities. 

Amy Waumsley, Head of Strategic Projects, AccessAble, reflects on the partnership: 

“At AccessAble, we’re delighted that Harrogate Convention Centre continues to put accessibility and inclusion at the heart of its visitor experience. Our free Detailed Access Guides, available via both the Harrogate Convention Centre and AccessAble websites, provide visitors with detailed information about the venue and its facilities, helping them plan ahead and make informed decisions based on their individual needs. Knowing what to expect can make a huge difference for disabled people, reducing anxiety and uncertainty while giving them greater confidence, control and independence when visiting. We’re proud that our work with Harrogate Convention Centre helps remove barriers and make events more accessible and welcoming for everyone.” 

A venue that invests in accessibility

HCC offers step-free access across key visitor areas, helping people with mobility requirements navigate the venue comfortably. Part of the HCC complex, the Royal Hall, a Grade II listed theatre built in 1903, is a popular venue for conferences, banquets and concerts attended by hundreds. Despite the notorious challenges of installing accessibility facilities at listed historical buildings, lifts have been added as part of a £10.7 million restoration project, offering step-free access to key visitor areas and designated wheelchair-friendly seating. 

Inclusive and accessible toilets are available throughout the HCC complex. In response to the evolving access needs of various events, HCC is investing in changing places toilets which are scheduled to be available in 2027, allowing visitors with complex physical needs to focus on their events with peace of mind. (Find out more about accessibility at HCC here.)

Partnership creates better experiences

At HCC, we recognise that accessibility is an ongoing conversation rather than a fixed achievement and delivering accessible events requires collaboration. That's why we regularly engage with local stakeholders and representative groups, including organisations such as the Harrogate Disability Forum, to better understand the challenges attendees may face and how venues can continue to improve the event experience.

For Sammy Connell, Principal Official (Conferences and Events) at NASUWT – The Teachers’ Union, accessibility and inclusion are fundamental to how events are designed and delivered. 

“We want every member to feel welcomed, valued and able to participate fully, regardless of their individual needs. It’s something we're incredibly passionate about and our expectations of venues are understandably high,” says Sammy.

Understanding delegate requirements early, communicating available support clearly and designing experiences with inclusion in mind can help remove barriers before they arise. Sammy shares her experience of organising the NASUWT Annual Conference at HCC:

“We were genuinely blown away by Harrogate Convention Centre's approach. Of course, the physical accessibility was incredibly important, from the provision of a ramped stage, which ensured everyone could participate equally in our conference proceedings, to accessible seating, hearing loops, lifts and accessible facilities throughout the venue. But what really stood out was the team's understanding that accessibility goes so much further than the physical environment.”

“So often, it's the hidden barriers that make attending events difficult. Whether that's sensory overload, neurodivergence, anxiety, hearing impairments, fatigue or simply needing somewhere quiet to step away from the crowds, these are all things that can fundamentally affect someone's experience,” Sammy reflects. 

“Working with the HCC team, we were able to create quiet and wellbeing spaces, accommodate individual seating requirements, support delegates with additional needs and ensure that accessibility was considered throughout the delegate journey.”

While many venues offer standard accessibility facilities, a supportive venue partner can make a difference.

“What impressed us most was the attitude of the entire team. Nothing ever felt like too much trouble and rather than simply telling us what was or wasn't possible, they worked collaboratively with us to find solutions. That willingness to listen, adapt and go the extra mile is what truly makes a venue inclusive,” says Sammy.

“From our perspective, HCC simply couldn't do enough. They helped us deliver what I genuinely believe was a world class event and the feedback was exceptional. As an event organiser, there's nothing more rewarding than knowing that people felt comfortable, supported and able to participate on an equal footing.”

A continuing journey

Disability History Month reminds us that inclusion is not a destination but an ongoing process of learning and improvement.

As attendee needs evolve, so too must the way venues and organisers think about accessibility. Whether through accessible facilities, detailed delegate information or thoughtful event design, collaboration between venues, organisers and suppliers is key to making participation easier for all.

Are you planning an event? Talk to your venue partner to find out how your can make your event more inclusive and enjoyable for all.