Customer Engagement in Tourism Services

"Universal Design for Customer Engagement Toolkit" provides comprehensive best practice guidance on achieving better customer communication.

In 2013, Irish Standard (I.S.) 373:2013 ‘Universal Design for customer engagement in tourism services’ was published by NSAI, the National standards Authority of Ireland.

These Toolkits have been developed to help you apply the guidance provided in the standard. It provides you with practical and useful guidance on how to use Universal Design as a tool for better engaging with your customers.

The Toolkits are available for free download in accessible PDF format below. The Standard is available from NSAI.

In 2014 four case studies developed in partnership with Fáilte Ireland show the business benefits to tourism service providers to using the Toolkits.  These case studies are available as captioned videos below.

Also available are two reports on the development of the Toolkits; the project report and good practices in developing Toolkits.

  • Business Objectives and Overview
  • Written Communication
  • Face-to-Face, Telephone & Video Communication
  • Electronic & Web Based Communication

Case Studies

Better Tourism though Universal Design - overview of 4 case studies

Case study: Jurys Inn and the Face to Face Universal Design Communication Toolkit

Case study: Viking Splash and the Face to face Customer Communication Toolkit

Case study: Clew Bay Hotel and the Written Communication Universal Design Toolkit

Case study: Purty Kitchen and the Electronic and Web Communication Toolkit

  Project Reports

  • Research Report
  • Lessons from Good Practices to Guide Universal Design Toolkits