Translating real-world user experience into tangible built environment improvements.
Written by Ilianna Ginnis, Neuro-inclusive Design & Access Consultant
As part of the City of Boroondara’s Balwyn streetscape redevelopment, Ilianna Ginnis, Neuro-inclusive Design & Access Consultant recently joined Ability Works participants for a lived‑experience site walk designed to understand how people with diverse disabilities navigate the environment.
The purpose of the site walk was to observe natural behaviour, reduce assumptions, and shift the focus from “fixing the individual” to improving the environment. Participants moved through parking areas, pedestrian crossings, amenities and the streetscape at their own pace, sharing insights as they encountered them. This experiential method brought into focus the functional, sensory, and dignity‑related aspects of access that often remain hidden during a standard compliance audit.
This process also reinforced Architecture & Access’ earlier observations, with many of the issues identified by participants aligning closely with those noted during Architecture & Access’ initial site walkthrough with consultants.
Several consistent themes emerged:
• Accessible parking – unclear line markings, insufficient circulation space for transfers, restricted sightlines and a general feeling of being “unseen” by vehicles.
• Pedestrian crossings – layouts required high cognitive load, audible cues were too quiet, and short crossing times prevented groups from crossing safely together.
• Accessible toilet – the designated “accessible” facility was not usable for a wheelchair user due to layout constraints, reach range issues, and non‑compliant fixtures.
• Streetscape and sensory environment – narrow paths, limited shade, high traffic noise and unpredictable sensory transitions created stress, discomfort, and fatigue.
• Absence of recovery spaces – no low-stimulation areas to pause, regulate, or reset.
Image 2. Ability Works participants testing existing amenities, exploring comfort and access to essential services along the strip.
What resonated most was how small design decisions meaningfully affected independence, comfort and safety. For some, competing visual stimuli and heat exposure created significant attention drain; for others, unclear wayfinding made navigation slow and stressful. These insights—shared openly and observed in real time, highlight the difference between meeting minimum standards and creating places that genuinely support dignity and full participation.
This site walk reinforced the fundamental principle at the core of inclusive and neuro-inclusive design: the environment—not the person—should adapt.
Engaging people with lived experience early and meaningfully strengthens the design process and leads to outcomes that are intuitive, predictable and welcoming for all users.
We extend our thanks to the Ability Works participants for their generosity, expertise and openness. Their lived experience will directly inform our recommendations and continue to shape our commitment to Universal Design and neuro-inclusive practice.
