Accessibility Benefits Older Adult Customers

Accessibility Benefits Older Adult Customers
Information about the ADA and Business
For specific information about how businesses can comply with the
ADA and reach this nearly untapped market of older adults and
people with disabilities, visit the U.S. Department of Justice’s ADA
Business Connection site at www.ada.gov; or, call the toll-free
ADA Information Line: 	800-514-0301 (voice)
800-514-0383 (TTY)
The U. S. Census Bureau
projects that the number
of people 65 and older
will more than double
between 2000 and 2030
- from 35 million to
71.5 million people.
And, 	the 	number 	of
older adults will not
only increase at the
65-year-old end of the
spectrum: There will be
twice as many people 85
and older in 2030, with
9.6 million individuals
projected to be part of
the population. (1)
U.S. Department of Justice
Civil Rights Division
Disability Rights Section
Expanding
Your Market Baby Boomers, mature consumers, older adults, senior
customers -- whatever one names this market, it is large and
growing. In 2006, the leading edge of the Baby Boom generation turns
60. Plus, the net worth of older adults has been climbing over the past
two decades: Between 1984 and 2001, the median net worth of
households headed by people age 65 and over increased by 82
percent. (2) And, more than 50% of the total U.S. discretionary income
is controlled by those 50 years and older. (3) This is not a market that
businesses should turn away from their doors.
Older adults make up a diverse group in many ways. Their
one certain commonality is that they will experience at least some
physiological and cognitive changes and, perhaps, disability as
they age. (4) The 2000 U.S. Census found that 41.9% of adults 65
years and older identified themselves as having a disability. (5) 	For the
remaining percentage of those 65 and older, the changes may be less
severe but are likely to affect everyday life nonetheless.
Whether older adults have disabilities or not, they benefit
from accessible features and customer service practices in stores,
museums, restaurants, printed publications, and online shopping,
among others. Accessibility makes a visit to the grocery store, a
theater performance, and an internet search easier and more
enjoyable for people who experience limitations in vision, hearing,
mobility, or memory. Older individuals are most likely to use
accessible features when they are integrated into the overall design of
the building, publication, or website. Many older adults, whether they
have disabilities or not, are often unwilling to be categorized as “old”
or in need of “special services.” Seamless accessibility - access that
blends cleanly into customer service practices and building and product
design - works best for everyone.

Think about the accessible features or customer service practices businesses have (or could
have). See how effective they can be in welcoming older customers, whether or not they have
disabilities. Here are a few features to consider:
• Many older adults with diminished heart
and lung functions and reduced mobility
will have placards or license plates for
accessible parking. When parking is near
the main door of the facility, these patrons
have strength left after entering your
business to shop, enjoy entertainment, or
eat heartily.
• Clear, wide paths without stairs to the
establishment’s entrance and throughout
the business leave room for canes and
walkers and accommodate people with
reduced mobility and stamina.
• Minimum-weight doors with accessible
hardware are easily opened by people
who have arthritis or use a cane for extra
balance. For heavier doors, automatic
and power-assisted openers are helpful
to everyone.
• Entrances and aisles with adequate head clearance and minimal projections into the path of travel
result in easier navigation for people with lessened visual acuity or those who may be disoriented by
clutter.
• Bright, glare-free lighting on merchandise and pathways enable people with cataracts or aging eyes
to shop and make purchases more easily.
• Precise directional and informational signage in high-contrast colors with clear, large type and good
lighting make shopping more comfortable for people with diminished short-term memory or
vision loss.
• Assistive listening systems that are easily and discreetly obtained along with ushers who speak
distinctly and at proper volume provide great help for people who are beginning to lose their hearing
and may or may not use hearing aids.

References
1. U.S. Census Bureau, “Interim Projections of the Population by Selected Age
Groups for the United States and States: April 1, 2000 to July 1, 2030,”
21 April 2005, <www.census.gov/population/projections/summaryTabB1.pdf>
(30 January 2006).
2. Federal Interagency Forum on Aging-Related Statistics, “Older Americans
2004: Key Indicators of Well-Being,” Modified 13 January 2005,
<www.agingstats.gov/chartbook2004/economics.html> (1 February 2006).
3. William D. Novelli, “How Aging Boomers Will Impact American Business,”
Speech given at meeting of The Wisemen, The Harvard Club, New York, NY,
21 February 2002, <www.aarp.org/about_aarp/aarp_leadership/on_issues/baby_
boomers/how_aging_boomers_will_impact_business.html> (2 February 2006).
4. Deloitte and Touche USA LLP, “Wealth with Wisdom: Serving the Needs
of Aging Consumers,” January 2006, <www.deloitte.com/dtt/cda/doc/content/
US_CB_wealthwithwisdom_0106.pdf> (26 January 2006).
5. U.S. Census Bureau, “Disability Status: 2000,” March 2003,
<www.census.gov/prod/2003pubs/c2kbr-17.pdf> (2 February 2006).
6. National Institute on Aging and National Library of Medicine, “Making
Your Web Site Senior Friendly,” Revised September 2002,
<www.nlm.nih.gov/pubs/checklist.pdf> (15 February 2006).
• Captioning on promotional, special event, and exhibition
videos for people with hearing loss or cognitive changes ensure
the message is not lost in the ambient sound and music.
• Printed programs, advertisements, and brochures with large,
clear type, in high contrast colors on solid backgrounds on
satin- or matte-finish paper are more legible for people with
vision changes due to age.
• Websites designed to be visually accessible with text written
clearly and simply, including only relevant images and explicit
navigational instructions, make interested but less-seasoned
older adult web users comfortable enough to shop and
purchase online. (6)
Older adults may have patronized a business for years or they may be brand new customers. If
the establishment does nothing to accommodate the physical and cognitive changes they are
experiencing, they may not be back. It makes good business sense to comply with the ADA and
welcome the expanding market of older adults and people with disabilities.
March 2006

The Americans with Disabilities Act authorizes the Department of Justice (the Department) to
provide technical assistance to individuals and entities that have rights or responsibilities under the
Act. This document provides informal guidance to assist you in understanding the ADA and the
Department's regulations.
This guidance document is not intended to be a final agency action, has no legally binding effect,
and may be rescinded or modified in the Department’s complete discretion, in accordance with
applicable laws. The Department’s guidance documents, including this guidance, do not establish
legally enforceable responsibilities beyond what is required by the terms of the applicable statutes,
regulations, or binding judicial precedent.