Netflix EMEA

O’Herlihy Access Consultancy (OHAC) was appointed by Netflix EMEA (Europe, Middle East & Africa) to advise and support the Netflix Team on how to integrate accessibility and Universal Design into everything they do.

The project demonstrates our expertise in supporting an organisation on their journey to creating an accessible and disability-inclusive organisation. OHAC was able to offer its comprehensive range of access consultancy services to Netflix across all aspects of the organisation from strategy, employment, buildings and facilities, customer services and information provision and to a multi-site client in Ireland and across Europe.  The project was completed within a relatively short timeframe of 18 months.

Co-Designed Methodology

OHAC worked with the Netflix project team to develop a methodology to address its key accessibility requirements. The objectives at the start of the project were to engage with the team and to educate them on accessibility and disability inclusion issues and best practices as they began their accessibility journey.

We worked with the team to identify the key areas that needed to be actioned in order to begin creating a continuous improvement model around accessibility and Universal Design. We held a consultation process with the main departments and with Netflix’s Accessibility Employee Resource Group incorporating feedback from people with disabilities. The information obtained from the stakeholder engagement and questionnaires was used in the development of recommendations for improvements in accessibility.

OHAC also supported Netflix in the co-design of its own set of Universal Design Guidelines across all the organisation touchpoints of policy, employment, buildings, facilities, customer services and information provision. These were to be adopted by Netflix in all buildings from design and construction through to facilities, getting around workplaces and in day-to-day operations and services provided.

Access Audits

Access Audits were carried out in Netflix offices in Amsterdam, Berlin, Paris, Brussels, Rome and Madrid. In consultation with the Netflix Team and as part of the process OHAC developed a customised Access Audit Toolkit linked to the Google Platform operated by Netflix. This allowed the team at Netflix to seamlessly review reports and photographs but also to utilise the access audit as an action plan upon completion of the audits. As a result, Netflix could assign colleagues different tasks, assign budgets and timelines for delivery. They could also prioritise the key actions as part of their work plan deliverables.

Design Reviews

Another element of the project related to the design and construction of new offices/workplaces for Netflix. OHAC advised the Real Estate Team on accessibility requirements for several new office projects across EMEA including Istanbul; Stockholm; Berlin and London. As part of the process, we were asked to review multiple potential office locations and identify any access issues (Due-diligence Access Audits). Once a site was selected, we carried out multiple access and universal Design reviews of the proposed fit out.

Accessible Reports

An action plan was created on completion of each access audit. The reports provided a systematic review of all aspects of the building, facilities, workplace, information and services.  Reports were designed to be understandable and accessible to all users irrespective of technical knowledge. As a result, Netflix could assign colleagues different tasks, assign budgets and timelines for delivery. They could also prioritise the key actions as part of their work plan deliverables.

Advice on improvement projects and possible costs

Every report provided recommendations for improvements to address or improve accessibility based on the audits.  Additionally, high-level recommendations were made on ways to ensure Universal Design was embedded into the built environment, policies, plans and procedures.  Suggested improvements were also accompanied by estimated costs.  All reports were followed up with regular calls to discuss the audit findings and recommendations for improvements.

The Accessibility Resource Toolkit

A key part of the project was the development of Netflix’s own set of Universal Design Guidelines to be addressed by Netflix in all buildings and facilities. The guidelines and toolkit focused on a number of key areas:

• Designing international good practice
• Embedding accessibility and Universal Design in all stages of projects.
• Universal Design standards – Key areas to address Universal Design (7 Key areas were identified with a 45-point Universal Design Checklist based on international good practice research carried out by OHAC.
• Operations and management – Training; Pre-visit information; Health and Safety; Welcoming visitor experience; maintenance; Security; Customer services; Day to day operations; events etc.

Training and Awareness Raising

OHAC also designed a suite of training modules addressing the different aspects of accessibility including Disability Awareness; Accessible information provision; Built Environment; Health, Safety and Accessibility; HR/Inclusive Workplaces; Audio Visual and Technology to several technical teams (e.g. Audio Visual, Technology, Talent and Recruitment; Real Estate; Content.  We also developed fire safety and accessibility workshops.

OHAC then assisted with the development of e-learning and Disability Awareness Training workshops.

Follow up Support

On completion of the project, OHAC provided ongoing follow-up support to Netflix teams including the real estate teams on accessibility issues and the Accessibility Employee Resource Group, to develop strategies around accessibility and answer accessibility and Universal Design queries on access issues (e.g. Neurodiversity in the workplace).