For the regular followers of bespoken, Gavin Neate is a familiar name as is his company Neatebox. While working as guide dog instructor, he realised the huge potential of proximity aware technology and in 2013 set up his own company, through which he has developed some apps of his own invention. Button Neatebox, Explore Neatebox and Welcome Neatebox. I sat down with Gavin for a catch up and a chat that covered the broad impact of what Neatebox does but also focused more particularly on Gavin’s latest output, Welcome Neatebox.

What is Welcome?

It is an app that improves communication between customers who have a disability and the businesses they visit. By making sure the business or store employees automatically get given relevant information about the customer, then that person can receive the support they need without awkwardness or confusion when they visit.

Why Welcome?

Gavin’s experience as guide dog instructor made him realise that people who have disabilities often avoid shopping or public transport because of barriers they encounter not only from the environment they are in but the people. He perceived that the anxiety derived from these situations results in people resorting to online shopping, when it is possible, rather than go shopping by them self. The upshot of this is that people become more socially isolated. Welcome Neatebox aims to take the stigma out of everyday situations and improve shopping experiences for all concerned.

In this sense, the testimonials of Christopher Jacquin and Rosita McKenzie speak for themselves. The former explains that “Salespeople don't understand my speech and I usually have to depend on a carer "translating" or have to use communication devices in order to explain what I'm after”. For this reason, he thinks that “A communication system such as "Welcome" would enable me to go into shops by myself and be able to do what I want in that shop without having to be worried (…). Essentially giving me independence!” The latter says that “at present travelling independently for a blind person like me can be a nightmare” as well as “I have done my shopping online (…) However, it means I miss out on the face-to-face contact with a real human being (…)”. Hence, she considers that “an app like welcome would make life so much easier and hassle free”. She hastens to add “an app like Welcome would give me the opportunity to shop like everyone else in the large High Street stores and even in shopping malls”.

The aptly named Welcome app tries to make retailers more accessible to people who have disabilities, as Gavin said, “looking at it from human to human interaction” perspective, not from building facilities. In this way, “the customer can have a relaxed and inclusive experience at any shopping venue with the Welcome technology”.

From the business perspective, Welcome results in providing better services, this makes people want to come back to the venue, consequently improving the business’ revenues.

How Welcome works?

Gavin defined it easily as “a purely digital communication system that uses Bluetooth”.

Basically, you download the app (it’s not available just yet so hold your horses), fill in some personal information, such as: name, nature of their disability and profile photo. And that’s pretty much it to begin with.

Then, you have two different options depending on whether or not you’re going on a planned shopping trip or casually fancy a spur of the moment buy. In both cases, Bluetooth beacons located at the store entrance will alert staff that you have arrived when you go past them and immediately let them know what your disability is (or what disability you want them to know about). It will also give 5 top tips on how staff can best assist you (Gavin told us that “these are supplied by various disability charities”) and you can give personalised preferences too. If you’re planning your trip in advance you can let staff know in advance of the time you expect to be there and also notify them if you’re running late. You can compile a shopping list or details of what you need so they have additional information.

In the event of unexpected visits, the Bluetooth system that the retailers have to install warns them of the disabled customers’ arrival automatically, as long as their app is turned on. In these cases, retailers can take into account the five top tips to know how to support each customer based on their needs and ability.

It is worthwhile highlighting that the Bluetooth device installed by the retailers “must be located near the door, but inside the venues” in order to avoid misunderstandings.

When and where will Welcome launch?

It is expected that Welcome will be launched at the end of April 2017.

Gavin told me that the businesses that have already signed up are limited. Basically, they are Forth Valley Sensory Centre, the Kelpies in Falkirk and the Edinburgh Printmakers in the capital.

Nevertheless, Neatebox is already in talks with Hilton Hotel and Edinburg University here in Edinburg too both of which have expressed and interest in using Welcome.

The Department for Work and Pension was amazed at the technology Neatebox can offer and has also voiced an interest.

So in spite of an initially modest however dedicated commitment the future is bright and optimistic and the aim is to increase Welcome’s reach fast. With legions of vocal supporters including several high profile charities and of course thousands of potential users in the UK alone, the next few months are going to be very interesting for Neatebox. 

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