the Americans with Disabilities Act, modify this blueprint to better accommodate a guest with a physical disability. This guest is either in a wheelchair, using a walker, or other mobility device that you must design around.

Using the Guest Cycle as a model, blueprint considering the touchpoints at each component.

• Pre-arrival - what opportunities exist to interact with the business? Reviews or a website?
• Arrival - what are the touchpoints during arrival?
• On site - what are the touchpoints during the experience?
• Departure - what are the possible touchpoints as the customer departs?
• Assessment - what assessment opportunities exist?