They lost my business after 15 years – why website accessibility is important

Why I recently switched from Tesco to Ocado for my grocery shopping.

Sometimes my international customers are surprised that I do my grocery shopping online. It’s not as popular in Germany as it is here.

I’ve been doing all my grocery shopping online for years now – since shortly after I moved to London. So that’s at least 15 years. It made me so happy, because previous trips to the supermarket had been a challenge.

In theory you can ask for assistance if you are blind and can’t locate the products yourself. In practice, you are sometimes given any member of staff who can be spared, and that doesn’t always work out well. I had one really helpful lady, but the next week I got a young guy who thought that you find cheese in the freezer section, and when I thought things couldn’t get any worse, the next week I got someone who couldn’t read. This was appalling – both because I ended up without most of the things that I wanted, but as an employer, the supermarket set that guy up to fail, giving him a task to do that he had no fair chance of completing. He felt bad because he wanted to help, but couldn’t. I felt bad because I couldn’t point out the things that I wanted. It was a disaster.

So, I tried online shopping and it was amazing. At first Tesco had a separate access site for screenreader users, and this was later removed, but the main site was perfectly accessible. I used it for years. Around 15 years. But then things started to go downhill.

I found the site was getting slower, and a recent revamp meant that it became considerably less accessible. I’m not sure how the appearance of the site changed, although in an IT group for access technology users, one member said his sighted wife didn’t like the new site much either.

The thing that a lot of people don’t understand with accessibility is that it’s not how the page looks, but the way it’s been designed, and whether a good user experience for access technology users has been built into the page at the design and coding stage.

For example, using style headings for product names means that a screenreader user can quickly jump from one product to the next by pressing just one button, without having to read all the associated information if they don’t want to buy that product. A screenreader user can’t skim read and scroll, so having a good navigation structure on web pages is essential if you want screenreader users to be able to move around efficiently.

Anyway – the headings for product names were done away with and the information was presented in a list, which was harder to navigate quickly. In addition to the slowness, sometimes the site crashed completely or threw up script errors. I tried different browsers, because sometimes this helps. But no. I just got more and more frustrated. Shopping took longer! My patience was at an end and I began to put off a job that I’d been doing easily for years.

I did pass on my comments, but never heard anything back.

One day was particularly frustrating and I ended up asking S to help me just to get the job done. But something had to change!

Some of our friends had been talking about how happy they were with Ocado, so I decided to give it a go. I signed up for an account and hoped that the experience would be better.

The first task was to import my favourites from Tesco. I believe a 3rd party site is used for this. It wasn’t great, because the buttons for the various supermarkets weren’t labelled properly, but I knew it couldn’t import anything without me logging in to the other site, so I clicked the first one and hoped for the best. It was Tesco! The cynical part of me wonders whether this is where most of Ocado’s customers import their favourites from! Who knows? This shows the importance of labelling your graphics – there are some people who can’t see the graphics and need to know what will happen when you click that button.

Anyway – the favourites will only be imported if there is a comparable product in the Ocado database, so I inevitably lost some. However, it wasn’t difficult to search for things that were missing, and I ended up getting a bit carried away with new things that I wanted to try as well!

It was easy to navigate around the pages, and Ocado does style their product names as headings, so I can quickly move through pages such as my favourites or a page of search results to find what I’m looking for.

Booking my slot and paying for the goods was easy as well, and when the shopping arrived, everything was as it should be.

I was also happy with the receipt. Tesco only provides an email confirmation of the order, but this doesn’t give any information about what actually arrived (for example if something was out of stock). The Ocado receipt tells you what was delivered, and also gives you information about when the products should be used up. This is particularly useful if you can’t see the packaging to check. To be honest I’ve never given myself food poisoning with out-of-date food, and now S is around to check, but in the past I’ve often frozen things to be on the safe side. With this information on the receipt, I don’t need to.

In terms of Unseen Beauty, I have been impressed at the extensive skincare and beauty section, so there will be some new reviews coming soon.

At the moment I am enjoying free access to the smart pass, which gives you free deliveries as long as you hit the £40 minimum spend. I will probably renew this when the free trial runs out because we will save in the long-term on delivery charges.

I couldn’t imagine doing my grocery shopping any other way now – as someone who is blind, there are so many advantages. I can read about the products. I can choose exactly what I want. I can browse for new things when I feel in need of some inspiration. I don’t have to wait for a taxi to get myself and all my shopping home. I don’t have to ask for help in-store. I can do the shopping any time that suits me, even if that’s the middle of the night. If there are cooking instructions for something, they can usually be found on the website.

In addition to all these advantages, it’s still important to have a website that works, that’s efficient, that provides a good user experience, and that doesn’t drive me crazy every time I want to do our weekly shop! Ocado ticks all of these boxes and I wish I had made the switch sooner.

Much is said in marketing about loyal customers, but even someone who has been using a company for 15 years will leave if they feel that the quality of service is not what it once was, or that there is a better deal elsewhere.

In addition to the plus points I have already listed about Ocado, there are other benefits such as the price match. If your shopping is found to be cheaper at Tesco, as mine was last week, you get a voucher for the difference. You can then redeem this voucher when you do your next shop. You also get 5p back for every carrier bag that you return, and there is a good range of products for people with dietary requirements, such as gluten or dairy free diets. When you’re checking out, you have the option of healthier choices for things that are in your basket. Ok you may want an unhealthy treat, but if you’re looking for a healthier diet, it’s nice to have the suggestions.

If you would like me to send you an invitation to Ocado, just fill out your details using the form below. You will receive a £20 voucher for your first shop, and a free smart pass, which gives you free deliveries for one year (minimum spend applies).

If you request an invitation, your email address will be entered on the Ocado site to generate an invitation. It will not be stored by English with Kirsty. If you request the news updates, your email address will be added to my mailing list so that you can receiveUnseen Beauty news, usually twice a week.
I will receive a reward if anyone signs up through me, but I only promote things that I believe are good value and am using myself.

How accessible are hotels? My experiences as a blind traveller

Whether it’s holidays, business travel, or tagging along when my partner goes on business travel, (one of the advantages of having an online business that can be run from anywhere), I’ve stayed in a number of hotels and had good and not so good experiences as a visually impaired guest. I thought I’d share some of them with you today.

Interactions with staff

Overall, I found staff to be friendly and helpful, and if travelling on my own, someone accompanied me to my room to show me where it was and answer any questions. This also included pointing out important things like the bar and restaurant.

Negotiating breakfast buffets can be challenging, so I usually ask for assistance with this and have never had any problems.

Some of the most helpful people I’ve met have been cleaning staff. People who have gone out of their way to be helpful, to show me where something is, or on one occasion to come out in the rain and give me directions because the receptionist couldn’t be bothered. On that occasion we didn’t share a common language, but I was very grateful to that lady.

I don’t have a guide dog now. When I did, and travelled for business, I generally didn’t have too many problems, although most of our travel was booked by an agency and for once I was not directly involved in educating people about access rights for guide dogs. Generally people were happy for me to find a good place for my dog to empty! One security guard even came out with us when it was late.

There was one occasion when I was travelling with a group of colleagues and the receptionist couldn’t tell me what room I was in because of “security reasons”. It didn’t seem to matter to her that I couldn’t see the key card she’d handed me. Rules are rules you know! Her solution was for me to ask my colleague. Fortunately he was a friend as well, but what if I hadn’t wanted him to know what room I was in? Wasn’t this a far greater security issue than just taking me aside and telling me the room number? It had been a long day and I didn’t pursue it, but I thought it was poor customer service.

In the room

I don’t have any particular requirements when it comes to the room itself. The first things I do are to check out where the plug sockets are, as I usually spend some time working in the room, and figure out how to get onto the wifi.

Most of the time, I don’t have any trouble joining the wifi, but we had one issue because although the logon screen for mobile devices was fine, I couldn’t join the wifi with my laptop because the log on button could only be activated with a mouse. This meant that if my connection dropped, I needed to wait for my partner to come back and click the button for me because my visual impairment means that I don’t use a mouse. Fortunately I could just set up a mobile hotspot, but it was an expense that other guests didn’t have, and it could have been avoided because if this page had been designed better, I would have been able to access the button via the keyboard.

The picture I chose for the header image of this post is Hans the horse – or that’s what we named him! He was in a quirky hotel in Sweden and looked down over the desk, watching over me while I worked. I don’t expect to be able to appreciate the art in hotel rooms, but I was really happy to discover this 3d horse head because it was so tactile and unusual. There was also a big, metal heart on the wall, which again was 3d and tactile. I’ve decided that I would love a horse head like that in my office!

I don’t worry about things like the tv because as long as I can get on the internet, I have all my media on my phone – whether that’s podcasts, audio books, news, music, or Netflix. So I never bother trying to figure out how the TV works.

Other things like kettles, showers etc are pretty simple to work out.

The air con can be an issue for me. In older rooms, you just turn a knob one way to make it hotter and the other way to make it colder. Sometimes there is just an up and a down button. But when you have to remember a more complex set of button combinations, or when the air con is controlled by touch screen, it gets difficult for me, especially if there is no window to open and regulate the temperature that way. In such cases I’d rather be too cold and put on layers than too hot, but it would be great if such things could be controlled by an accessible app.

I’ve only recently started using the Seeing AI app from Microsoft that can do text recognition. I use it a lot for my products that I test for this site and would say it gets about 70% of them right in terms of reading the text. I know that some people have successfully used this app for identifying toiletries in hotel rooms, but I haven’t tried it out yet. Usually I bring my own, but if S points out that something contains mango or smells amazing, I am happy to give it a go. When travelling alone though I always took my own.

One small issue is that staff servicing the room sometimes try to be helpful, and even if the room doesn’t look amazingly tidy, many blind people have a system or remember where they put things. It’s not helpful if you have to spend half an hour combing the room for something that has been tidied up. I generally put everything away – either in drawers, in my case, or in my laptop bag, so there is nothing to tidy up! Sometimes I’m working in the room anyway, so I just ask for new towels, the bin to be emptied, but not the full room service. Then I stay in control of my space!

This doesn’t mean I never spend time hunting for my keys, but I can’t just look around the room for them, and if someone puts them in a place I would never put them, it won’t occur to me to check there.

The only time this became a real issue was when my dog bowls were thrown out when the room was cleaned. I’d just been to a funeral and was in no mood to hunt down missing dog bowls, but I needed something to put my dog’s food in! The hotel apologised and provided industrial-sized plastic ice-cream containers for me to use, and I hope they passed on the point as staff training in terms of not throwing away things that belong to guests.

At the other end of the scale I had a member of staff running down the corridor after me because I’d left jewellery behind after checking out! On the whole I’ve found people to be considerate and helpful, without being patronising, which is great!

Getting around

When I travel with S, he usually does some familiarisation with me when we get to a new hotel. I don’t tend to roam around using all the facilities on my own because in the daytime I have work to do, and I’d rather do it somewhere where I won’t be disturbed. I learn important things though like how to get to reception, and where the emergency escape route is. I thank my time working for a Health and Safety Advisor for that, but I have been in evacuation situations before and it’s important to know the way out, especially if you can’t see the exit instructions.

I can read the raised numbers that you get in lifts, and sometimes I even find Braille on lift buttons or hotel doors, although this happens more often in other parts of Europe. Otherwise I have to remember a series of turns and count the doors to make sure I get back to the right room – because who wants to have a lost blind woman trying to break into their room at night?!

Sometimes people try to be helpful and offer us ground floor rooms, or rooms near to the lift. Being near a lift isn’t a good thing because it often interferes with the wifi reception and I’d rather have a longer walk if I get better wifi! There’s no reason why I can’t climb steps, and if there’s a big function on at the venue, being away from all the action is actually nicer.

Everyone’s different and while some disability awareness training can be helpful, I think that emphasising the point that everyone is an individual and will have their own way of doing things is more important than giving staff a set list of things to do when meeting people with specific needs.

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Shopping without sight – my online shopping experience at the Chocolate Emporium

This is the first article in a new series that I’ve started on the blog.

I love shopping! In many ways, online shopping is really practical when you are blind. That doesn’t mean I don’t enjoy going round the shops with my friends, but if I want something without the assistance of friends or people working in the shops, online shopping is ideal. Even more so seeing as I work from home and can take in the deliveries.

There’s only one problem though – not all shops design their websites in a way that makes it easy for blind people to use them. Some common problems are:
1. Links, pop-up login boxes, or page elements such as date pickers that can only be activated using a mouse – which is a problem if you don’t use a mouse.
2. Unlabelled graphics – I’m not talking about not having nice labels for your images, although these are useful. No I mean when all the buttons are labelled as “button” because the designer thought everyone would get the idea from the graphic on the button. That’s a problem when you can’t see the graphic.
3. Inadequate descriptions of products so it’s hard to know what you’re buying if you can’t see the picture.

The last one is less about web design, but it doesn’t make me want to come back to a site! Points 1 and 2 are the worst, which is why I do a lot of my shopping on Amazon, because I don’t usually have these problems on the website or iPhone app.

Still, I wanted to talk about my experience of using other shops and in my “Shopping without site” series I’m going to set myself the challenge of buying something from different online shops.

It’s not going to be an in-depth analysis report as I would do if I were working with a brand, although if you are interested in a consultation on your site’s accessibility, you can find further details of this service on my contact information page.

No, this is an account of how easy the process was to select products, pay for them and get them delivered to me at home. Some sites are amazing. Others are terrible and I’ll never visit them again. Most are somewhere in the middle, with a lot of good points and one or two things that can be improved. I’m going to try and keep away from web design jargon that most people won’t understand – these articles are about the experience, what went well, and whether I encountered any problems. Mission fail is when I have to ask S to come and complete some part of the order because I couldn’t do it myself with the software that I use to read my laptop’s screen.

I thought I’d start with some chocolate from the Chocolate Emporium.

1. How easy was it to find things on the site?

Very easy. The keyword search facility worked well, and if you click on the chocolate shop, you can jump through the headings to see what chocolate selections they have, a bit like shelves in a shop.

2. How well were products described?

Very well. There are one or two paragraphs about each product when you click on to the product page.

3. How easy was it to put things in the basket?

This is where I had my first problem. On my first visit to this site, I ended up stacking my basket full of chocolates, going to pay for it, and then finding to my dismay that the basket was empty.
On most sites, you click “add to basket” and the item goes straight into your basket. On this site, a pop-up message appears about whether you want to add a free gift message or continue without adding one. This is immediately obvious to a sighted person, but in terms of the order in which my software reads things, the information from the pop-up message comes further down the page, past the information about the product I want to add and the recommendations for what else I might want. I totally missed it, and if you click off the page without setting your gift message preference, the item does not make its way into your basket.
The same happens if there is a question about what colour gift box you want. Because of this, use of such pop-up messages makes it harder for a screenreader user to use the site.

Now I know that it’s there, I know to look for it and make my choice. So it’s not inaccessible, because I can do it, but it does take points away from the user experience because the first time I used the site, I had to go back and add everything again. I wanted the chocolate, so I had the motivation, but if I had been less bothered about the products, I may have given up on it.

A way to fix this would be to make the gift box colours a second drop down box before you click the “add to basket” button. We already have a dropdown list for the size of box that you want. Perhaps the gift message options could come later when you’re about to check out. If both of these things were done, adding something to the basket would not require this second step that screenreader users are likely to miss.

4. How well were buttons labelled?

I didn’t have any problems with button labels. However the label for the basket is “The Chocolate Emporium – Lindt Lindor UK and USA pick and mix – Ghirardelli, Godiva, Monty Bojangles chocolates to buy online – account basket” and really “basket” would be sufficient!

5. Could every control be activated without a mouse?

Yes.

6. How easy was it to pay for the goods?

Once I’d got to my basket and clicked the checkout link, there was another of those messages further down the page. This time it was asking whether I wanted to add an additional chocolate bar. You can’t get to the next page unless you answer the question. There is a check-out button, which doesn’t appear to do anything – you have to click the no thanks button if you want to move on.

7. Can you complete the whole shopping process without sighted help?

Yes. There are some sites where I really can’t finish the order on my own, but with this site, now that I know how it works and what to look out for, I can do it and get as many chocolates as my heart desires!

8. What do you think of the goods?

I bought 3 things this time – a lemon chocolate bar, a lime chocolate bar and some coffee truffles. I really like the variety of different chocolates on this site. As someone who likes fruit and coffee chocolates, there is a good selection of things that you won’t find in the shops, and this is a good reason for me to come back. Also, Lindt chocolate is amazing!

I think my favourite this time is the lemon bar – it has a lemon cream type centre.

The lime bar is thinner and the lime is actually in the chocolate, rather than a cream centre. I will always be happy about coffee chocolate!

9. Overall how good was the experience for a screenreader user?

I’d say that overall, I could get what I wanted using my screenreader and there wasn’t anything that I couldn’t access because I don’t use a mouse. Questions and tick boxes appearing further down the page for me as a screenreader meant that the site wasn’t particularly intuitive and I could imagine less confident blind internet users getting annoyed with it. It certainly frustrated me initially.

I will continue to use this site now that I know to scroll down and check that I don’t need to answer any questions before going on to my next purchase.

10. How accessible were newsletters or other communications from the brand?

This is often another problem area because companies use newsletter software that doesn’t produce accessible newsletters, but that wasn’t a problem I had with the Chocolate Emporium. Their links and graphics were well labelled, and I could read exactly what was on offer and how to get my newsletter subscriber discount code.

Have you bought anything from this site? If so, what would you recommend?

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This is not a sponsored post. I paid for and ate most of the chocolate myself!

World Braille Day – why I’m grateful for the invention of Braille

Today is World Braille Day. If you haven’t come across Braille before, it’s a system of raised dots that blind people use to read. It was invented by Louis Braille, who was born in 1809, and whose birthday was 4th January.

So, when others my age were learning to read and write, I was learning to read letters and abbreviations made up of combinations of 6 dots, and write them on a machine, a bit like a manual typewriter, which punched the dots into thick paper. I learned to type as well, but all of my school books and worksheets were in Braille.

I continued to use the manual typewriter, known as a Perkins Brailler, for subjects such as maths, but as I grew older, I moved on to an electronic Braille notetaker, and later a laptop for my schoolwork. Still I printed out a hard copy of my work for my teachers, and every file, whether it was a piece of work or revision notes, was sent to a noisy Braille printer, so that I had a hard copy of everything. All my work was in big folders, one for each subject, and my “pocket German dictionary” was 10 thick A4 volumes!

Braille takes up a lot of space. My grandad put up a big, sturdy set of shelves in my bedroom. They went up to the ceiling and were strong enough to take all my books – and I had many books!

I loved to read. People bought me books as gifts, and I borrowed them from Braille libraries. When I got older and became interested in German, a library for the blind in Germany let me borrow their books too.

Then, when I started learning French and German at school, I discovered they had their own Braille codes. It’s true, the letters are the same, but there were additional symbols for letters with accents. If you want to borrow books from the library, you need to learn the short-hand versions because as I mentioned before, Braille books take up a lot of space, so most books are written in the short-hand version. In English Braille, this means that there are single letter signs – p = people, t = that etc. There are also single character signs for words like the, and, and which. Then there are double character signs for longer words such as mother, question and every. Finally there are signs for groups of letters when they form part of a word such as th, ch, st, and er.

Unfortunately, these signs aren’t universal, so the English th sign is the German ch sign, and the English ch sign is the German au sign – so you basically need to learn a completely different code if you want to read Braille in another language! But, if you take the time to learn this, it opens up a whole new world of books.
I was late to the party with refreshable Braille displays – a board that sits under or next to your keyboard and displays a line of text in Braille created by tiny pins that move up and down. I got my first one when I got my first job, but many blind people use them for reading information or checking what they have written, either alongside or instead of speech.

Life has changed now and I don’t have the same relationship with Braille as I did when I was younger. Hours of commuting into London meant that I swapped Braille books for audio books, because the audio books could be loaded onto my phone, and there was no chance of bopping someone with a heavy Braille book on the train! Still, I don’t believe that children can learn to read effectively with only audio. The reason I was so good at spelling is that, like the sighted children in my class, I knew exactly how the words were formed and could imagine their shape in dots. Think of the English language and how many ways you can pronounce the same letters. Take OUGH – words like cough, through, thought, plough, though, and rough all use OUGH, but they are pronounced differently. If you can’t imagine how words are spelled because you’ve only heard them, you are likely to make more mistakes.

I don’t have this problem now because I’m an adult and I know how to read, but I only recently discovered that Netflix is spelled with an X – after all, flicks is a word and flix isn’t. The reason for this? I’d never seen it written down! I’m so grateful that Louis Braille’s system taught me to read.

It’s now a legal requirement for medication to have labels in Braille. Yes, I could label things myself – I do have a dymo gun type thing that prints out Braille letters onto clear tape, but it’s so much easier not having to worry when I have a pounding headache which tablets are for headaches. Let’s hope we don’t lose this when we leave the EU – that would definitely be a step backwards. The leaflets inside medication boxes aren’t in Braille, but knowing how the name is written means that I can look up any information online.

Also, some cosmetics and food companies incorporate Braille into their packaging design to make their products identifiable to blind readers – see the posts I wrote on L’occitane and The Co-op.

I do have an app on my phone that can read what things are in the kitchen, but we’ve labelled all our spices in Braille because it’s so much quicker for me to identify the one I want by touch.

To be honest, I mainly use online banking and online payment services now, but when these things weren’t available, I got all my bank statements, credit card statements, gas, electricity, and phone bills in Braille. I lived on my own for about 10 years, and it was liberating to be able to manage everything without having to ask for assistance with reading the printed letters, or the somewhat tedious task of having to scan everything so that I could use a character recognition programme on my laptop to find out what things were.

I have found Braille controls on lifts, Braille room signs in hotels, and more than once I’ve been to tourist attractions and been presented with information that I could read for myself, without having to rely on my friends or family to read things to me.

A number of restaurant chains such as Wagamama provide Braille menus. I really appreciate this, partly because it means I can browse the menu without having to ask for help, and although it is now possible to pull up menus from a restaurant’s website on my phone, it’s often really noisy in restaurants and hard to hear what the phone is saying. So having my own copy of the menu in Braille makes things so much easier.

It’s true that not every blind person can read Braille. Some people have enough site to read with a magnifier. Some people lose their site later in life and use other solutions to get information. Some maybe aren’t interested or never had the chance. Offering these people a Braille menu is about as useful as offering me a large print one – so it’s important to remember that everyone’s needs and preferences are different.

If I’m given the chance to have something sent to me by email or in Braille, I’ll probably opt to save the trees and not wait for the postman. But it’s important that the choice is there along with other formats such as large print and audio.

Some organisations offer a service where you can have Braille messages added to greetings cards, and it’s much nicer when you can read the message yourself, rather than receiving what feels like a blank card. Even more so when I lived on my own, and had to take pictures of the card or Facetime with someone to find out who it was from – handwriting recognition software is a very new thing.

For some people, Braille is their primary source of information. This isn’t the case for me – I rely on my laptop and phone for most things, but I certainly appreciate the Braille labels and Braille information that I come across, and I’m grateful to Louis Braille for inventing it. Whilst technology has replaced some of the functions for which I used to use Braille, I think the two should exist alongside one another, and it is vital that children are taught to read for themselves. What they choose to do after that is up to them. I type everything on my laptop, but some people prefer to input information entirely in Braille.

To sumarise, I agree with the title of this blog post from Victarnews – Braille or computers – I’ll have both please!

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My August favourites – cream shadow, owls, and a cow pat!

My round-up of things that I have been enjoying this month including make-up, skincare, jewellery, and chocolate!

Here are some of the things that I have been enjoying this month! Let me know in the comments if you’ve tried any of these things, or leave a link to your favourites if you’ve done a blog post or video for August!

Make-up

Anyone who has been reading this blog for a while now will know that I’m a big fan of cream eye shadows. I know that some blind women use the powder ones, but I find them a bit too hit-and-miss, especially when you can’t see if there is any fall-out. I recently discovered the MeMeMe Cosmetics dew pots. There are 11 shades, and I got the woodland truffle. The cream applies and lasts well. It’s at the cheaper end of what you can pay for cream shadows, but some of the others in that price range do contain more product. I like the packaging, but the opening where it comes out is quite small – I’d prefer it to be wider and more shallow, than small and deep so that the product would come out more easily. Still, I’m happy with the product and glad to have found another cream shadow to add to my collection.

When my contour cream started running low, I looked for an alternative and found a bunch of cream highlight and contour sticks. The first one was a mistake, because it was highlight on one side and contour on the other. We discussed marking the packaging so I’d be able to tell where one product ended and the other one started, but in the end I decided not to even try because I can’t see where one colour is wearing thin. So this has gone into my giveaway for September in the hope that someone else will be able to use it.

Realising my mistake, and that I’d need to check the descriptions more carefully, I then went for the Rimmel duo contour stick, which was better for me because highlight is on one end and contour is on the other, so they are completely separate. I’m a big fan of cream products, so this should keep me going for a while. It’s definitely easier to find cream highlighters than contour creams, so I’m glad that I found the two-in-one!

(Find out which other make-up products I’ve reviewed here.)

Haircare

Now for something new and sooo good! I’d tried the banana shampoo and conditioner from the Body Shop before, but now they’ve brought out a banana hair mask. It smells amazing, comes in a generous tub and is a real treat for the hair. I’ve already finished mine! I want a mask that will leave your hair shiny and nourished, but if I’m going to sit there with it on my hair, I need it to smell good too! This mask, containing organic banana puree from Ecuador and brazil nut oil from Peru, ticks all my boxes and I’d definitely recommend it!

Skincare

Staying with the Body Shop, I forgot how much I liked the vitamin C glow-boosting moisturiser. It smells amazing, like fresh oranges, and it is good for waking me up in the morning. According to the Body Shop’s description, “This fresh, lightweight gel formula will give your skin a daily boost of radiance and hydration. With vitamin C, it awakens and clarifies your complexion, revealing a natural healthy looking glow.” I use something more heavy-duty at night time, but this is something I have been enjoying in the morning to give me a moisture boost before make-up.

I like the Grumpy Cow range from the Cowshed, but when the Gorgeous Cow body lotion came up on Latest in Beauty, I was happy to give it a try! To be honest, as a citrus girl, I’m still on team Grumpy Cow, but if you like your body lotion to be sweet and floral, the Gorgeous Cow line might be for you! This lotion contains lavender, ylang ylang, and Moroccan rose oil.

Staying with Cowshed, I heard a number of people talking about a mini Cowpat handcream that they got in their beauty boxes – I’m not sure which one it was now – maybe Birchbox. Some people liked it and others didn’t – but I decided I wanted to try it, so I bought the full-size Cowpat hand cream. This is a thicker cream, and one that I enjoy using in the evening. It contains both shea and cocoa butter, grapefruit and coriander oils. The coriander does give it a distinct scent, which is quite strong, but I quite like it. So if you want to know more, why not get yourself a cow pat!!

Treats

So, in terms of chocolatey goodness this month I can recommend the Cadbury Dairy Milk Big Taste Triple Chocolate Bar! What a mouthful! It’s basically a bar made up of triangle, and each triangle has a section of milk, plain, and white chocolate. All the flavours mix together as you chomp it, or you can try to separate them! Either way, it’s good!

I wasn’t really sure where to put the next thing. We saw an advert based on a character from Game of Thrones about how plastic water bottles from sparkling water are bad for the environment. Of course everyone knows this, but seeing the advert made me stop to think – because we were getting through a lot of sparkling water. Actually the ad was banned for being offensive, (I didn’t think it was offensive), so I can’t link it. But anyway, as a direct result of seeing the ad, we went and got a soda stream. This is fairly expensive, and it depends how much you would use it and how often you drink sparkling water. However in our house, the machine will have paid for itself in 15 weeks and that’s a lot of plastic bottles that now won’t be “making the dolphins cry”.

Jewellery

I discovered the brand Izubezu London a couple of months ago when I got my bee pendant. I love this kind of necklace because it’s so tactile, which means you can appreciate the detail by touch, and it’s not just something nice to look at. This necklace is unusual because as well as the tactile bee, there are three hexagonal, honeycomb-shaped links on the chain next to the bee.

This month, as someone who loves owls, I noticed that they had an owl necklace too, so I got that as well. The owl is bigger than the bee, and you can feel its head, wings, and feathers.

I think these pieces make a lovely gift for anyone, or for yourself, but as someone who can’t see them, I really appreciate the tactile element. The necklaces are well-made with unique, interesting designs. These were my favourites, but if you are interested, you can also check out the range because there were plenty of other necklaces.

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How accessible is healthcare?

My experiences of healthcare – a post from the perspective of someone with a visual impairment

I find it much easier to write product posts, which in a way are more impersonal, but I do also want to have some opinion pieces on the blog that tackle issues around accessibility and the challenges and solutions I’ve found as someone with a visual impairment.

Healthcare isn’t something that I really think about much. I do have a health condition that I need to be aware of, but generally I’m reasonably healthy and I haven’t spent much time in hospitals or at the doctor’s.

Still, a recent trip to the hospital got me thinking about the accessibility of healthcare for people with a visual impairment. These experiences are my own, and this isn’t an investigative piece to represent the views of other blind people.

I think the worst experience I had was when I was about 14 or 15. I went to the doctor or nurse, I can’t even remember now, for a general check-up.

Doctor: Do you need contraceptives?
Me: NO.
Doctor: Oh, no, I suppose it would be more difficult for you.

What exactly? Surely not the physical act! Or did she mean it would be more difficult for me to find someone who would want to be in a relationship with me? I was incensed!

“No”, I said, in my “you’re-tedious-stop-wasting-my-time” voice, with the disdain that only a teenage girl can pull off. “I just don’t need them”.

I have never usually held back, but at that moment I didn’t know what to say. I wish I had said more. I certainly would now, but you know how it is when something takes you by surprise and you’re lost for words. Still, that could have completely destroyed someone’s self-confidence if it had happened to someone else. I was just annoyed, but I still remember it 20 years later. You know the saying – people may forget what you did, they may forget what you said, but they will remember how you made them feel.

I don’t think any kind of training could have fixed that. Any reasonable person would know that’s not a cool thing to say.

Just to clarify, I am not complaining about teenagers being offered contraceptives, but those who don’t need them shouldn’t have to justify why not!

However that was a long time ago now. The care that I received in the hospital recently was great. Everyone I met explained what they were doing, and when I needed to go somewhere else, people just guided me there. Prior to the operation, there were forms that needed to be filled out by hand, but someone was available to do that.

I don’t have a guide dog now, but when I did and I was visiting someone in a hospice, nobody tried to prevent my dog from coming in. I think they were happy to see her and a waggy tail was welcome in a place where people were going through a sad and difficult time!

Technology makes it easy for things to be accessible. For example, my doctor’s surgery and my dentist send out appointment reminders by text (the dentist does email as well). This means that the information is automatically accessible to me because I can read it with the speech software on my phone or laptop. Access to the internet also makes information available that I wouldn’t otherwise be able to access without help, and this helps in terms of being able to read up about anything related to my health, animal health, or the research being carried out into sight restoration. More about that in another post.

In terms of patient letters, I did have to ask for it specifically, but I got the preparation letter about the operation and the surgeon’s letter by email. This wasn’t standard practice (it would save so many trees if it were), but I just had to request them so that I could have them in a format I could read. It would be helpful if this could be extended to all correspondence, not just the letters that you are anticipating and can request by email. I take it for granted that my business is paperless and it will take a while before large organisations catch up!

When I moved to a new area, shopping around proved to be the best way to find a new dentist. I initially registered with one practice, but I found the guy so dismissive and unhelpful, that I decided not to let him loose on my chompers. I don’t think that had anything to do with visual impairment though, just poor customer service. Still, I’m glad it happened, because I then went somewhere much better. My dentist is kind and helpful, and she shows me what she is going to do, the tools that she is going to use on me, and the plaster moulds of my teeth so I can feel the difference between how they were and how they would be after the treatment.

My eye condition is stable, but I do have check-ups at the eye hospital. The consultants are great, but to be honest some of my more frustrating experiences have been there whilst going through the preliminaries. If I can’t see you at all, then it makes no sense to make me do the “how many fingers can you see” exercises. Fortunately one of the doctors has put a note on my record so I don’t have to do that, but some more initiative at the beginning would have been nice! If I can’t make my eyes look in a certain direction because I have nothing to focus on, repeating the instruction won’t help. I understood the first time! I just can’t do it! I do find these visits kind of tiring, but they are worth it because at the end you get to speak to someone who knows a lot about your eye condition and current research.

Generally I attend appointments on my own, but I did take my partner in once because he had some pictures of an allergic reaction I’d experienced. I also took him to the appointments about my operation for moral support. Most of the time it was fine, and people still addressed me because I was the patient, but I think many people with disabilities know what a pain it is when people start talking to the person with you, when they should be talking directly to you. We don’t go along with that, and they soon learn that they need to speak to me!

Perhaps this is something that people could learn in some kind of awareness training, although as someone who has grown up in a world where most people I meet, including my teachers, colleagues, and new friends had never met another blind person before meeting me, I think most people are smarter than we give them credit for, and I don’t believe that awareness training necessarily solves every potential problem. If everyone followed the rules of not making assumptions about people, asking questions when they’re not sure, and talking directly to the person, whether or not they have anyone with them, that would be a great start! I often feel more comfortable with people who’ve had no experience of visual impairment, than those who have been working in the field for so long that they think everyone is the same in terms of how they do or perceive things.

The systems used in some surgeries for letting people know when it’s their turn are not accessible. I mean the ones where you have to wait for your number to come up on the screen. I can’t see those, so in those cases I asked someone from reception to let me know when it was my turn. I guess there is the risk that you could be forgotten, but this never happened to me and my current surgery doesn’t do that – you just have to wait for your name to be called.

I am very happy about the ruling that requires medication to have Braille labels. This makes life so much easier for me to know what things are without having to label them myself. Hopefully we won’t lose that when we leave the EU – that would definitely be a step backwards in terms of accessibility to information. The information leaflet is not in Braille, but as long as I know the name of the medication, I can go online to look for the leaflet.

Overall I’d say my experience of the healthcare system has been good. I think that people with disabilities have a responsibility to be approachable and explain what they need or what would be helpful, rather than expecting other people to know – because seriously, how can they? Everyone is different.

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Holiday with a difference – 3 sighted guides tell their stories

Three of my friends talk about their experiences as guides on Traveleyes holidays for blind and sighted people who want to travel the world!

Holiday with a difference – 3 sighted guides tell their stories

This is quite a long post today, but once I’d done the research, I didn’t want to leave anything out!
I met Helen from New Zealand, Jane from the UK, and Clara from the US on holidays that I booked through Traveleyes, a holiday company that organises holidays for blind and sighted travellers. The sighted travellers pay a discounted price, and in return they act as guides for the blind travellers.
The holidays gave me the chance to explore new places and meant that I didn’t have to rely on my family and friends wanting to go to the same places as me!
I met Jane on my first ever Traveleyes holiday to Spain, and we stayed in touch, meeting up a couple of times after the holiday for theatre visits and a trip to London.
I met Clara and Helen on a trip to Kas in Turkey. You can see a picture of one of my adventures with Helen as the header image on this post. We went shopping together and mastered some difficult terrain on a hike, which included crossing an old aqueduct with very big drops on either side!
Clara is pictured below and I too remember the race she described. We laughed so much that day! I’d decided that overtaking on the inside was not allowed!
I asked Jane, Clara and Helen 10 questions. Here are their answers:

1. How did you hear about opportunities to be a sighted guide on holidays for visually impaired people?

What made you decide to go on one?
Jane: in the mid-2000s, I was listening to Radio 4’s ‘In Touch’ programme one evening and heard an interview with someone who had recently set up a company providing holidays for people with sight impairment. My circumstances had changed some time before I heard the broadcast, meaning that I would be going on future holidays by myself. Being a sighted guide on a holiday for people with impaired vision seemed like a good way of going on holiday by myself but not being alone. I knew that I would be involved with what was going on and would not be left out or feel isolated.
Clara: I heard about Traveleyes from reading a travel article (I honestly can’t remember which one) and thought it would be an excellent way to go someplace new that I didn’t feel comfortable going to by myself. After reading the Traveleyes website I was sold! I felt like it would help me see destinations in a different and more detailed way and I felt like it would be a great way to meet new people.
Helen: I found Traveleyes through a link on a travel website (can’t remember which one). I was looking to have a week somewhere not too far from the UK. I am from New Zealand and was planning a trip to see my son and his family and was going to be there for a month. It is probably not every girl’s dream to have her mother in law staying for a month so I thought a week somewhere else was probably a good idea! I was immediately struck by the brilliance of the concept and signed up for a trip to Turkey which I had always wanted to visit.

2. What are some of the places that you have visited on this type of holiday?

Helen: I have been to Fes in Turkey, Sorrento in Italy, and most recently to Ecuador and the Galapagos Islands. In a few weeks I will join Traveleyes for a trip to Iceland for a week.
Jane: I have been on four holidays with the same company. I went to Andalucia, Crete, Rhodes and Sicily.
Clara: I went to Turkey, and did a horse-riding trip in Berkshire with Traveleyes.

3. Has the experience taught you anything about the way that you appreciate the world around you?

Clara: I learned that there is a lot more in our environments than what we first see. When traveling with someone who is visually impaired, I found myself wanting to see every detail so I could describe whatever my traveling companion was interested in. This meant I experienced the environment around me much more intensely.
Helen: I’m sure that I have experienced these places in a different and more in depth way while being a sighted guide than I would have if I had been travelling on my own or even with another sighted person. When you have to tell someone what you are looking at you really have to think about it, and take into account what they might be interested in.
I have also relatively recently taken up painting and this gives me an added dimension to the sights as I am always thinking about how I could paint something. Of course travelling is not only about seeing places or things, but experiencing them in many ways.
The trips are planned to give a wide variety of experiences and Traveleyes is good at taking into account the sighted guides as well as the Vis (visually impaired people).
Jane: when I was describing the surroundings to someone who had a sight impairment, I tried to include all the details that might interest them. The times that were the most absorbing were those when the other person and I were both particularly enthusiastic about what we were looking at.

4. Did you find that different blind people were interested in different information?

Helen: because you change partners each day you will also be changing the way you are describing things and having different conversations with each person. Blind people, just like everyone else, are individuals and have different interests, tastes, experiences and backgrounds. I remember a shopping trip with one woman who loved jewellery and another day with a guy who was really interested in the local food. I was happy with both those interests!
It’s great when there is an opportunity for tactile interaction – whether it is with something organic like plants or animals or even rocks, or something man-made such as statues, jewellery or ceramics. Swimming in hot pools or the warm ocean is another great thing for VIs – nothing to trip over!
There is also always plenty of time just for chat with your partner – about your life and theirs – interests, family, work etc just as with anyone you have just met and will be spending time with.
Jane: when I was on holiday in Crete, one person was really interested in an archaeological site and so was I. Someone else just wanted to go shopping. One young woman told me that I was talking too much, so we agreed that I would limit the information to details about where there were steps – up or down – and uneven ground.
Clara: I learned to ask my traveling companion what they would like described to them and what they wanted to experience when we were first paired together. Some of my companions had sight at some point in their life, so they might know what certain things (objects, colours, animals, etc.) looked like. Others were born blind so everything had to be described in terms they did understand. And some companions had limited sight. A lot of questions were asked. Overall, every traveling companion wanted to know and learn about something different. The majority of my traveling companions didn’t really care about colour. I had traveling companions who wanted to touch things to feel the shapes and textures. Some companions were more interested in the local food. Some were more interested in talking with the local residents.

5. Did you have any worries or concerns before you went on your first holiday?

Jane: I was concerned about not being good enough at guiding people but I seemed to manage just as well as the other guides. In addition, I worried about not fitting in; however, that worry was also ill-founded and I made friends on the holidays and am still in touch with some of them.
Clara: I had no idea what I was getting into other than what I had read on the Traveleyes website. I was definitely nervous that I wouldn’t be a good guide. I was scared that I wouldn’t be able to describe things correctly, or that I wouldn’t warn my companion about a step and that they would trip and fall. It turned out that I really shouldn’t have worried at all. As soon as I met my traveling companions I found that all my concerns disappeared.
Helen: I was a little nervous that I would get things wrong, but when I met the first group at the airport, Amar (the owner and founder of Traveleyes), took me through the simple guiding procedures and I quite quickly got comfortable with it. Of course there are slight adjustments to be made with each partner, but with goodwill on both sides it is pretty quickly sorted out.

6. Have you had any funny guiding experiences that you could tell us about?

Helen: on one particular day in Fes I remember going for a walk with a guy and commenting on things along the way. When it came time to return to the town centre I got confused as to where we were but he was able to guide me! He had to rely on his memory and was used to navigating that way – I wasn’t.
Later that same day I was so concerned with watching where we were walking – the ground was uneven and I remember we were walking along the front of some shops and had to step down to the street. This guy was pretty tall and I forgot to look up so he banged his head on the eaves which were quite low. He forgave me later after I bought him a beer!
In Ecuador a very helpful waiter handed one of our group a braille menu. Our VI said he was very grateful, but did they by chance have one in English braille! Unfortunately they didn’t.
Clara: One of my favourite memories was running with Kirsty! Honestly, I couldn’t believe that she trusted me enough to win the race! Another favourite memory is horseback riding. I was helping my companion navigate through some trees and looking behind me, and in the process I ran straight into a branch myself! I definitely felt silly!
Jane: I guided one lady back to her room at the end of one day out and left her at her front door, searching for her key. Unfortunately, I had taken her to someone else’s front door and had left her before she realised she was in the wrong place. Luckily, she managed to find her way back to her own room – and I always check that the person is in the right place before I leave him or her.

7. What are some differences in the type and amount of assistance that people need?

Clara: Something I learned on my first trip was that every companion liked to be guided differently. Some liked holding hands, others liked holding onto a shoulder, others my bag, and others liked holding onto my elbow. Honestly, I didn’t really feel like I was assisting, but more like I was just hanging out with friends or experiencing something new with friends.
Jane: some people hardly needed any assistance at all. Maybe they just wanted to be able to walk by my side and to be told, ‘step down’, ‘kerb up’, ‘tree roots’, ‘uneven ground’. Other people would hold my arm, so that they could be guided. I would give them the ‘step down’, ‘kerb up’ commentary, if they wanted it. The important thing is to ask what assistance people need. On one occasion, I shared a room with one friend who has no sight. One day she was searching for something on the dressing table but could not find it, so she asked me where it was and I explained.
Helen: there are VIs who have lost their sight later in life, some who were born without sight and others who have varying degrees of sight, so they all need slightly different assistance. Those who have recently lost sight might for instance often need more than those who have never experienced anything else, as they are getting used to it. However it is generally easier to describe something to them as it can often be related to something they might remember. Some might need very little physical assistance but can’t read menus. Dealing with foreign currency can be tricky too.

8. What was your favourite excursion, and why?

Jane: I enjoyed all of the holidays and everything that we did on them. The company was good, the food was delicious and the sun always seemed to shine!
Helen: it’s hard to pick a favourite because each trip has been so different. If pressed I would probably say my first trip to Turkey. We were in a fairly small town at the end of the season and we were made so welcome by the locals. It was great weather and we experienced a good mix of activity and leisure.
Sorrento was brilliant too. I loved the cooking lesson there and would love to do that on every trip. Visiting Pompeii and Herculaneum was a real highlight for me, as was the limoncello.
Ecuador and the Galapagos was probably the favourite in terms of destination. It was the longest trip I’ve done and we did a lot of moving – never more than 2 nights in one place – and that is quite tiring. But to go to such an amazing and interesting place was an absolute dream come true.
Clara: my favourite excursion was the hike in Kas, Turkey. I think this is one of my favourites because there were so many obstacles (rocks, bushes, pokey branches, narrow trails, etc.) but there was this sense of challenge that everyone took up and conquered.

9. What are some of the things that you have learned about visually impaired people and how they do things after going on the holidays?

Clara: One of my first discoveries was on my very first trip as a sighted guide at the airport when I was helping my traveling companion exchange money. The person on the other side of the counter wanted to work with me, not my companion. I discovered it was because they could look into my eyes and communicate when they couldn’t do that with my traveling companion, and that made them uncomfortable. Through that experience, I learned that visually impaired people have many more obstacles than I imagined to navigate when they are traveling. On my trips I learned that the visually impaired people I was traveling with were much more independent than I thought they would be. I learned that order is important. I learned that it might take a few more minutes to accomplish a travel task, but that was ok because time wasn’t to be rushed when on holiday. And, on a funny note, I learned that when you show your traveling companions to their hotel room, you don’t have to show them where the light switches are.
Jane: ask people what sort of assistance they need, do not assume that someone needs assistance and force it on them. Say who you are when you speak to someone who cannot see you – do not expect them to guess. Say when you are leaving the room, so that the person knows you have gone and is not left talking to him- or herself. Some of my best friends are people I met on the holidays I went on.
Helen: I have been so impressed with pretty much every VI I have met on these holidays. All those I’ve met are so independent and outgoing. I guess they would not take part in such trips if they were not, but I know many sighted people who need more assistance than most of the VIs I’ve met. I think one of the things that a sighted guide has to remember is that you are not the first person to have described something to this person, or to have tried to explain something. It’s easy to forget but it makes it much easier if you just have conversations as you would with any person, while bearing in mind that they can’t see. Most guides get into the swing of things pretty quickly and if not I guess they don’t do it again!

10. Would you recommend a holiday as a sighted guide to other people?

Helen: Absolutely recommend it! Partly for me it is because I would otherwise be travelling on my own and it is great to have the company – and the organisation that goes with a guided tour. It’s a great way to see somewhere a bit different / difficult to get to as everything is so well organised.
One thing I do like to do is to get my own room. That does make the trip a bit more expensive but for me it is worth it. I am so used to living on my own that I would find sharing a room with a complete stranger – especially for longer trips – rather hard.
Clara: I would, (and have) highly recommend a holiday as a sighted guide. In my experience I have become more humble, I have pushed my own boundaries, and I have made lifelong friends. I had the opportunity to bring adventure and smiles and laughter and learning to my traveling companions. I have learned about a world that I can’t touch but in that same world are so many friends who I admire. Before my trips as a sighted guide so many wonderful sights and experiences escaped me. I have never looked at the environment around me the same since my very first trip as a sighted guide and that is a true gift.
Jane: I would recommend a holiday as a sighted guide. It is a good way of seeing new places and of appreciating those places from a different angle. Going on an organised holiday with people who have vision impairment means that you will get the opportunity to touch things – like archaeological treasures – to smell things, taste things and be involved with activities, such as cookery lessons, whereas you might not get the same chances as a sighted person on a run-of-the-mill holiday.

So what do you think?

Does this type of holiday appeal to you? Have you done anything like this before? Let me know in the comments. I may publish some posts about Traveleyes trips from my point of view, but this post is long enough already!
Thanks to my wonderful interviewees for giving such interesting and detailed answers.

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