The Access Coalition: Creating More Inclusive Retail Spaces

Dear Colleagues, Stakeholders, and Friends –

We just concluded the first year of The Access Coalition, and I want to take a moment to reflect on the journey we’ve taken to get here, together. I am going to go back further than one year to March 2024 when Starbucks, Walmart, and the American Association of People with Disabilities (AAPD) initially decided that we would try to do something bold in uncertain times: create a shared space where competitors and partners would move beyond compliance and reimagine what accessible retail could look like. We had the foundation of Starbucks’ Inclusive Spaces Framework, and we hoped that by working together, we could transform the retail experience so that it would better reflect the needs of all customers and employees, in particular disabled people. Along the way this past year, we were joined by CVS Health, an instrumental Founding Member and now five infrastructure partners.

A group of seven people, six sitting and one standing behind them, posing for a photo at a long wooden table with microphones and Starbucks cups in front of them. The setting appears to be a modern, well-lit room with large windows and a screen on the wall in the background. Everyone is smiling and dressed in casual or business-casual attire.

Year One has been a year of learning, growth, and collaboration. A highlight of the year was our two-day design sprint in Bentonville, AR, home of Walmart, where we came together to co-design solutions for inclusive restrooms. This work reinforced what we know to be true: accessibility requires human-centered design, constant feedback from people with lived experience, and the recognition that small changes—whether in signage, fixtures, or layouts—can make a meaningful difference.

At times, we faced setbacks and progress felt slow. However, together we made big changes and have achieved our goals together. As you will read throughout this report, we added to the Inclusive Spaces Framework, building out the restroom functional area. We drafted a playbook to help companies begin their inclusive design journey. And we elevated the Coalition’s visibility and credibility through a successful press release and social media campaign during Disability Pride Month, which generated more than 31,000 organic impressions and strong brand recognition for members. We are beginning to demonstrate that accessibility is not only the right thing to do—it is also good for business, as we will continue to do moving forward.

As we look ahead to Year Two, just around the corner, our goals are ambitious but achievable. We will launch a research study to strengthen the business case for accessibility. We will build out and publish another version of the Inclusive Spaces Framework. We will capture and share case studies of design changes implemented by members. Most exciting, we are launching a feedback community of retail shoppers with disabilities to guide our work.

This first year has proven that what we built works. By putting aside competition, listening to lived experience, and collaborating across sectors, we can design retail environments that are welcoming to all. It has been an honor to be the senior advisor to this work, and I am deeply grateful for your commitment, investment, and trust as we created a successful foundation. Together, we are proving that accessibility is just good business.

Sincerely,

Kimberly Knackstedt, Ph.D.
Senior Advisor
The Access Coalition

Vision

Innovate through inclusive design to include all people in retail and infrastructure experiences and create spaces that reflect the needs of diverse populations.

Mission

The coalition helps retailers and others create inclusive spaces that welcome everyone by building co-authored frameworks, sharing open-source solutions, and proving the business case for accessibility.

An infographic titled 'Inclusive Retail Spaces for All to Enjoy.' It features three main blue hexagons with the words 'Human Centered Design,' 'Co-Creation,' and 'Systems Approach,' connected with plus signs. Below these, there are five smaller blue boxes labeled 'Accessibility,' 'Community Connections,' 'Belonging,' 'Scale & Open Sourced,' and 'Innovate Digital & Physical,' also connected with plus signs. All these elements point to a dark blue box at the bottom labeled 'Americans with Disabilities Act.'

The above graphic demonstrates how the Coalition is building on the foundation of the Americans with Disabilities Act to create more inclusively designed spaces. By bringing together key elements and focusing on human centered design, co-creating spaces, and taking a systems approach, the Coalition seeks to take a more holistic approach to creating an accessible experience.

Background of the Coalition

Inclusive design is not only good for people – it’s good for business. Research shows it spurs innovation, resulting in products and services in demand by the broadest possible audience, and workplaces that attract and retain a broad base of talent—including the historically underleveraged pool of talent represented by the disability community.

In search of design guidance that centers accessibility and inclusion for built retail environments, The Access Coalition launched in October 2024. The objective of the coalition is to create an open-source framework that builds on the strong foundation of the ADA, centered on five principles: human centered design, co-creation, transparency, research & evidence based, and a holistic systems approach to creating an accessible experience.

Our Vision + Mission
Vision: Bringing innovation through inclusive design to include all people in the retail experience.

Mission: Create a coalition to mobilize retail businesses, inclusive design experts, and disabled people to promote inclusion and accessibility in the retail environment by providing a blueprint to scale best practices.

Resources
A group of four people sitting at a long wooden table with microphones and Starbucks cups in front of them. They are smiling and looking towards the camera. The setting is a modern, well-lit room with large windows and a screen on the wall in the background. One person is using a wheelchair, and the room has a professional yet casual atmosphere.
A group of people gathered in a modern room for a discussion or presentation. The photo is taken from behind four panelists sitting at a long table with microphones, facing an audience seated and standing in the background. The room is well-lit with large windows, a wooden ceiling, and a screen on the wall. The atmosphere appears engaged and attentive, with diverse individuals participating.

Are You a Company Interested in Learning More or Joining?

We can’t do this work alone! We welcome new member companies and are excited to share our ongoing work. Please contact djohnson@aapd.com and knackstedt@unlockaccess.org.