We at Aurora consistently work to build a barrier-free environment of equal opportunities — a space where every customer and employee feels comfortable, safe, and confident.
Today, more than 1,800 Aurora stores operate across Ukraine, welcoming millions of customers every day. As the business grows, so does our responsibility to our customers and our team. That is why fostering a culture of equality, respect, and openness is one of the key priorities embedded in the company’s strategy.
We systematically work to ensure that interactions between customers and our team are based on respect and equal opportunities. To achieve this, we implement internal initiatives and training programs, study international inclusion practices, and adapt them to Ukrainian realities.
Aurora’s in-house training center offers more than 60 training programs, including a dedicated block focused on accessibility. It includes courses such as Fundamentals of Accessibility, Working with People with Visual Impairments, Working with People with Hearing Impairments, and Interaction with People with Reduced Mobility.
The training materials are designed according to inclusive principles. Presentations are duplicated in audio format and voiced using AI tools, making the learning process accessible to a wider range of employees and accommodating different ways of perceiving information.
During the training, we simulate typical situations that our team may encounter in stores and practice appropriate support scenarios — from assisting customers around the sales floor to helping them choose products. Over the past four months alone, these courses have been completed more than 45,000 times.
An important tool for developing inclusive communication is our Ethical Glossary. It outlines key principles of respectful interaction, including when to use gender-neutral language and feminine forms, how to correctly describe products for people with disabilities, sensory impairments, or intellectual and mental differences. The glossary also explains how to communicate without ageism or gender stereotypes and how to respectfully address veterans and active military personnel.
“Although the training courses address complex and important topics, they are written in clear and accessible language. The materials help identify when someone may need support and provide clear action guidelines for our store employees,” says Roman Andres, Chief Inclusion Officer at Aurora.
Accessibility principles are also integrated into our daily operational processes. At Aurora, we believe that respect and equality should be present in every interaction. Therefore, alongside infrastructural and technical solutions, correct communication and the ability to interact with people who may need additional attention are equally important.
For example, people with hearing impairments can comfortably shop without drawing unnecessary attention: product information can easily be checked using a price checker, and purchases can be completed through an intuitive self-checkout system.
In other situations, customers may need assistance navigating the sales floor. That is why our team learns how to respond appropriately to such requests, communicate correctly, and provide support. For those who want to deepen their knowledge, we offer additional training on inclusive communication, developing an inclusive mindset, and overcoming bias.
“True accessibility begins not only with infrastructure but first and foremost with a culture of mutual respect and everyday attentiveness to people. Many people with disabilities work on our team, and their onboarding process follows special procedures that take accessibility principles into account,” adds Roman Andres.
We continue to develop our training system, implement international best practices, and work to ensure that accessibility becomes an integral part of everyday operations. Our goal is to create an environment where every customer and employee feels comfortable, safe, and supported.
