Exploring the facilitators and barriers to shopping mall use by persons with disabilities and strategies for improvements: Perspectives from persons with disabilities, rehabilitation professionals and shopkeepers

Persons with disabilities face challenges which impact on their ability to accomplish daily activities such as moving around, communicating and fulfilling social roles. Social participation assumes individuals with disabilities live within their community and interact with others. Shopping malls are public spaces used by individuals for various reasons. Here, all components of the social and physical environment interact and have an impact on social participation. This exploratory and qualitative study provides a multi-perspective assessment of the usability, as well as of the environmental facilitators and obstacles to social participation in shopping malls. The results also suggest necessary improvements. We interviewed 15 persons with disabilities, 15 rehabilitation professionals and 9 shopkeepers. Participants viewed the mall as a multifunctional place for everyday use, but at times, also as a limiting place. Multiple facilitators and obstacles were identified; the most important were interaction with shopkeepers and the mall's design for mobility or wayfinding. All participants agreed shopkeeper training and an improved awareness of the needs of persons with disabilities would be beneficial. Multiple stakeholders’ perceptions provide a basis for further investigation about needed changes and their potential for making malls more welcoming and inclusive to all.