The Future of Retail: Designing Neuroinclusive Spaces That Welcome Everyone
Designing Neuroinclusive Spaces
In my early career, I worked in customer experience in retail for five years before building my coaching and consulting businesses. During that time, I analyzed human psychology— how we shopped, how we engaged in retail environments, what motivated us to buy, and what influenced whether we spent time in a store or left immediately. While working at Mood Media, I collaborated with businesses like Country Road, Nissan, David Jones, Wittner Shoes, Mecca, and many others to design in-store experiences that engaged customers through music, scent, sound, lighting, and visuals.
I have to be honest—when I worked in customer experience in retail, neuroinclusion wasn’t even on my radar. And that’s embarrassing to admit. I spent years helping brands craft in-store experiences using music, scent, sound, lighting, and visuals to influence customer behaviour. But I never once considered how overwhelming or inaccessible these spaces might be for neurodivergent individuals.
Fast forward to today, and I see everything differently. As a neurodivergent woman and the mother of a neurodivergent child, I now know firsthand how challenging these environments can be. Our trips to shopping centres have to be carefully planned and limited because of the sheer intensity of sensory input. It’s frustrating. But instead of dwelling on what I didn’t know back then, I’m here now—armed with knowledge, lived experience, and a mission to make retail spaces work for everyone.
Image: Aisling Smith is an award-winning Workplace NeuroInclusion and Employee NeuroEmpowerment Expert
The Shift Toward Neuroinclusive Retail Design
I know through the work that I did for so many years, that retail stores have traditionally relied on layers of sensory stimulation to attract shoppers, but is that really the only way to engage customers? What about those who are sensitive to their environment?
The good news? Retail design is evolving. More retailers are realizing that overstimulating environments can create barriers—uncomfortable for some, overwhelming for others. Neuroinclusive spaces don’t just benefit a few people; they make shopping more welcoming for everyone.
Neuroinclusive Design: Not Just for High-End Retail
Neuroinclusive design isn’t just for fancy flagship stores and big-name retailers. It’s for everyone—local businesses, small-town shops, and service-based businesses like doctors, dentists, and solicitors. Whether you run a butcher shop, a bakery, or a boutique, neuroinclusion matters. Every business is different, just like every neurodivergent individual. Some customers walk in feeling calm and regulated, while others arrive overstimulated and on the edge of overwhelm. The key is creating a universal design foundation—a base level of accessibility that makes your space welcoming for everyone.
Why This Matters for Local Retailers
Neurodivergent customers have an option that businesses can’t afford to ignore—online shopping. If physical spaces feel overwhelming or unwelcoming, they’ll simply opt-out. That impacts local retailers who rely on foot traffic to survive in the dog-eat-dog world of retail. Making your business more accessible isn’t just about doing the right thing—it’s about ensuring long-term success.
Building a Neuroinclusive Retail Space: The Basics
1. Awareness is the First Step
Before implementing changes, it’s crucial to understand the barriers neurodivergent customers face. Sensory overload, unpredictable layouts, poor signage, and overwhelming noise can all make shopping a stressful experience. Simply recognizing these challenges is the foundation of neuroinclusive design.
2. Make Entrances Simple and Welcoming
● Clear, direct pathways from parking or public transport.
● Good lighting, clear signage, and intuitive navigation.
● Avoid revolving doors; opt for automatic sliding doors.
● Create a transition zone with seating to help customers adjust.
3. Reduce Sensory Overload
● Adjustable lighting or dimmable areas.
● Minimize harsh glare and flashing screens.
● Designate quiet areas or lower-sensory zones.
● Keep store layouts predictable and clutter-free.
4. Offer Flexible Shopping Options
● Quiet shopping hours for reduced noise and stimulation.
● Online order and pickup services.
● Self-checkout options to reduce social interaction.
5. Train Your Staff
● Teach employees how to recognize signs of sensory overload.
● Encourage clear, direct communication with customers.
● Foster a patient and understanding service approach.
6. Create a Re-set Room
Earlier this month, I attended an event hosted by AMAZE, where the first Australian guide for sensory room design was launched. The expertise and research shared at this event provided valuable insights into designing retail spaces that cater to sensory needs. You can access their Reset Room Design Guide here: Reset Room Guide.
One of the most valuable takeaways from the AMAZE event was the importance of dedicated breakaway spaces in retail environments. A Re-set Room offers customers a quiet, judgment-free space to regulate and recharge. These rooms aren’t just for children—they’re essential for anyone who experiences sensory overload, including people with autism, ADHD, migraines, and sensory processing challenges. For parents and carers, having a planned break in a shopping trip can prevent stress and meltdowns, making the overall experience more positive.
Neuroinclusive Retail Benefits Everyone – Including Your Staff
Designing for neurodivergent customers doesn’t just enhance their experience—it creates a better work environment for employees, too. Retailers who take these steps will be ahead of the curve, leading the way in accessibility and customer satisfaction.
By implementing neuroinclusive strategies, businesses in Melton and beyond can create welcoming environments that cater to all customers, ensuring retail spaces are places where everyone feels comfortable, engaged, and valued.
The Path Forward
The first step is always awareness. Once businesses recognise the barriers neurodivergent customers face, they can begin making small but impactful changes. With a few thoughtful adjustments, any business—big or small—can create an environment that is more inclusive, welcoming, and ultimately more profitable.
Neuroinclusive design isn’t a luxury; it’s a necessity. And I’m here to help businesses make it happen.
Global Insights on Accessible Retail Design
For further reading, here are some excellent resources that offer insight into designing accessible spaces:
● Hidden Disabilities Sunflower: Creating Accessible Spaces
● Uk’s Quinine Design: Neurodiversity in Retail
● Ireland’s Synnot Design: Design for Everyone
Join Aisling Smith for Two Exclusive Webinars
To further support businesses in Melton in creating accessible and inclusive environments, Aisling Smith will be running two webinars for the business community. These sessions will help businesses:
Create accessibility for neurodivergent customers of local businesses.
Upskill and build awareness among business owners and employees about the diverse needs of their local clients.
Provide practical how-to strategies and quick wins for implementing NeuroInclusion in varied business settings.
Webinars – Register/Watch Today!
📅 Neurodiversity in the Community – Customers
This session was held on Friday, March 21, the recording of the session can be viewed at https://vmbusinessnetwork.com/tutorials-intro
A workbook is also available to assist you in implementing accessibility into your business – contact venturemelton@melton.vic.gov.au to get your copy.
📅 Neurodiversity in the Community – Staff
Friday, April 4 | 12:30 – 1:30 PM
These webinars will provide valuable insights, real-world examples, and actionable strategies to help businesses foster a more inclusive and welcoming environment for both customers and employees.
👉 Register today to secure your spot – www.vmbusinessnetwork.com/events !
About the Author: Aisling Smith
Aisling Smith is an award-winning Workplace NeuroInclusion and Employee NeuroEmpowerment Expert, an Amazon Best Selling Author, Podcaster, Professional Speaker, Master Hypnotherapist, High-Performance Coach, and Corporate Trainer.
Aisling focuses on supporting Inclusion, Empowerment, and Neurodiversity at home and in the Workplace.
Empowering Neurodivergent Women: Aisling supports late-diagnosed professional neurodivergent women who are fed up and burnt out to get to the next level in their careers and lives. She does this in her online community, New to Neurodiversity, through one-on-one coaching, online courses, and group training.
Workplace NeuroInclusion: Aisling cultivates a culture of inclusivity where every voice and talent is heard and recognized. She provides Lunch & Learns, Executive Training, and Workshops for teams and companies that value their employees and want to harness their potential.
Professional Speaking: Aisling is a sought-after keynote speaker on NeuroInclusion and Supporting Neurodiversity in the workplace. Get in touch to see how Aisling can inspire and engage at your next event.
Want to know where your workplace stands in NeuroInclusion?
👉 Take the quiz today to discover your score and receive personalized insights.
The first step is always awareness. Once businesses recognise the barriers neurodivergent customers face, they can begin making small but impactful changes. With a few thoughtful adjustments, any business—big or small—can create an environment that is more inclusive, welcoming, and ultimately more profitable.
Neuroinclusive design isn’t a luxury; it’s a necessity. And I’m here to help businesses make it happen.