Ontario Science Centre is an interactive science museum that hosts over one million visitors each year. But it’s not just fascinating exhibits and innovative displays that attract their tourists – the centre has discovered firsthand that friendly customer service and helpful accommodations are what make the world of science accessible, and appealing, to all.

“Our customers come with all levels of ability, and sometimes with special needs,” explains Bob Hogan, Director of Visitor Services at the Science Centre. “And we work very hard at accommodating them.”

At the Science Centre, accessibility starts from the outside in. They have numerous accessible parking spaces close to the entrance, large signs, automatic doors, lowered customer service counters, special maps and guides available online for the blind and support persons, smooth surface flooring, elevators, accessible washrooms, and assistive listening devices and accessible seating areas in their OmniMax theatre.

The Science Centre has even gone so far as to design some of their exhibits specifically for people with disabilities. Sound Panels – an interactive exhibit for youth – allows visitors to change colours and sounds to suit their needs, which is helpful for people with vision or hearing loss.

While the physical aspects are certainly important, says Bob, what really makes the difference is the level of customer service visitors receive at the Science Centre.

“All of the Science Centre staff has been trained in accessibility features and awareness for people with special needs,” he explains. “Frontline staff especially are experts and are very good in making sure we anticipate and meet the needs of all of our guests.”

Lara Wong, a young visitor with a mobility disability, says that the great service she receives at the Science Centre is one of the reasons she’s a loyal and returning customer.

“They’re friendly and helpful,” explains Lara. “It makes you want to come back, knowing that the people are nice.” And the Science Centre isn’t done yet. They’re constantly looking at ways that they can become even more accessible, and have plans to soon add captioning to their theatre videos.

“We want people to enjoy the experience,” says Bob. “We want to make sure that we remove any barriers, and we understand that customers will be loyal to us and visit us again.”