The Access Agency was engaged by Phillip Island Nature Parks to undertake a comprehensive Universal Design and accessibility review of the world-renowned Penguin Parade experience while also providing accessibility consulting input into major infrastructure upgrades across the site. The project formed part of the ongoing redevelopment of boardwalks, viewing areas and visitor amenities aimed at creating a more inclusive experience for visitors of all abilities.
The work extended well beyond a traditional access audit. Our team assessed the entire visitor journey, from booking and pre-arrival information through to arrival, wayfinding, participation, viewing experiences, amenities and departure. The review was informed by four site visits, three photographic documentation sessions, two mystery shopper assessments undertaken by people with different disabilities, stakeholder engagement and a staff survey. This visitor-centred approach helped identify practical opportunities to improve accessibility, usability and inclusion across both the built environment and operational visitor experience.
Working closely with Phillip Island Nature Parks, project designers and key stakeholders, The Access Agency provided specialist advice on the redevelopment of boardwalks, pathways, viewing areas and amenities. Drawing on lived experience of disability, tourism expertise and best-practice Universal Design principles, we reviewed existing conditions, assessed proposed designs and provided recommendations to support equitable participation for visitors with mobility, vision, hearing, sensory, cognitive and neurological disabilities.
Our approach recognised that great accessibility is about more than compliance. It is about creating experiences that are intuitive, comfortable, dignified and enjoyable for everyone. The review considered digital accessibility, arrival and parking, accessible information, wayfinding, seating, viewing opportunities, customer service, staff capability, emergency procedures and the overall visitor experience. The resulting recommendations provided a practical roadmap for improving inclusion while maintaining the unique character and environmental significance of this iconic wildlife attraction.
In addition to the detailed assessment and reporting process, The Access Agency facilitated feedback discussions, presented findings to stakeholders and delivered training and capacity-building activities to support long-term organisational capability. The result is a stronger foundation for accessible and inclusive tourism at one of Victoria’s most treasured visitor experiences, helping ensure more people can enjoy the wonder of the Penguin Parade now and into the future.
“It was a great session - everyone got a lot out of it.”
