Advice Line: Lessons with Kristy Durso Part Six

Lesson 6: Empathy trumps all

How can destinations improve everyday visitor experiences to be more inclusive for guests with different accessibility needs?

Start by shifting perspective.

The most effective thing a destination can do is see the world through someone else’s eyes. Accessibility training isn’t just about regulations or checklists—it’s about understanding what different people need to feel welcome, safe and valued.

I’ve built a complete training program covering nine different areas of accessibility, not just disability. Because accessibility isn’t one-size-fits-all. It looks different for someone with a mobility device, for someone who is neurodivergent, or for a family traveling with sensory needs.

Neurodivergence is a great place to start.

It’s approachable and impactful. Something as simple as a sunflower lanyard signals to staff that someone might need extra time, clearer communication, or a little more patience.

Or work with organizations like Kulture City. They provide training and sensory tools like backpacks with noise-canceling headphones and fidgets. These tools help staff better support guests in museums, zoos and event spaces.

Traverse City is a great example.

After I spoke at the Pure Michigan conference, their tourism director approached me and said, “This feels like so much. Where do I begin?” I told him to start small.

They created a sensory room in time for the National Cherry Festival, and it was used constantly. Guests came in overwhelmed and left in tears of gratitude. That one room changed everything. Now, the city is Kulture City certified and asking, “What can we do next?”

That’s the ripple effect we want to see.

And this isn’t just for big cities. Rural destinations actually have a huge opportunity to lead. Smaller crowds, slower pace and simpler experiences make them ideal for travelers with mobility challenges, sensory sensitivities, or neurodivergence. Some of my best travel experiences have been in small towns that brought creativity, not big budgets, to the table. A $40 ramp, a few grab bars, or textured guide bumps for white cane users can transform access. 

And while training is foundational, destinations can do even more with affordable, creative tools that don’t require massive infrastructure:

• Hero Door Openers: Install in minutes, with no hardwiring needed. They are perfect for historic buildings and cost a fraction of the cost of retrofits.
• FreedomTrax: Converts a manual wheelchair into a powered, all-terrain vehicle. I use one. It gave me freedom I never imagined.
• Rio Mobility: Allows wheelchair users to explore bike trails alongside their families.
• Aira: Live interpreters for blind or low-vision guests, accessed via phone or tablet.

The key isn’t changing your destination. It’s changing the access.

Whether you’re a national park or a rural town, there are scalable solutions for nearly every barrier.

You don’t have to offer every accommodation—you just have to ask the right question:

“How can we help you do what you came here to do?”

That one shift turns limitations into service. It moves us from rules to relationships. And it doesn’t just build accessibility—it builds trust, loyalty and return visits.

Because people don’t remember perfect. They remember prepared.

Check back next month for Part Seven! Noble Studios conducted a thorough interview with Kristy Durso going over the many facets of creating a destination that is truly for everyone. This series is pulled directly from the interview. Check out the archives for the rest of the series. Click here for the full interview.