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Cadillac Fairview Redefines Guest Services with Accessible CF Host Service Kiosk
Feb 03, 2020


London, ON (February 3, 2020) – To address a growing need for more accessible spaces, Cadillac Fairview (CF) has launched a new guest services kiosk as a pilot project at CF Masonville Place to provide a more inclusive environment for shoppers in London, Ontario.


With a focus on lessening physical and communication barriers, CF Masonville Place has built the CF Host Services kiosk to ensure a range of accessibility needs are met. The project incorporated feedback from London community organizations and accessibility experts, emphasizing a larger need for accessible areas in public spaces.


“At CF, we’re focused on providing different and inspiring spaces, and we’re always looking for ways to improve the service experience for our guests,” says Sandra Lorentiu, General Manager, CF Masonville Place. “We’re dedicated to putting service first and prioritizing the needs of our shoppers, and the new guest services kiosk is a reflection of our commitment to providing exceptional customer service. The feedback we’ve received from shoppers, staff and tenants has been overwhelmingly positive and look forward to more community feedback.”


The service area features many great design elements, most notably:


  • An open concept space with mixed seating for a barrier-free and wheelchair-accessible counter and overall environment
  • Intuitive design through the use of different hard and soft surfaces such as bamboo and rubber to help guests easily identify various zones from seating and flooring to counter spaces
  • The use of marked posts, braille technology and grooves on the millwork to help visually impaired shoppers to navigate the space and indicate when they are approaching a serviceable item or area
  • Implementing touch screen devices enabled with AODA software
  • Access to wheelchairs, walkers and mobility device chargers


The new kiosk made its official debut at the centre last October just in time for the busy holiday season and was designed in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Design consultation was provided by Level Playing Field, an organization endorsed by the Rick Hansen Foundation whose mission is focused on creating and delivering innovative solutions that lead to a global movement to remove barriers and liberate the potential of people with disabilities.


“Level Playing Field is proud to support the CF Masonville Place CF Host service area as an example of meaningful accessibility and fully support this inclusive design becoming the standard moving forward,” says Darby Lee Young, Principal Accessibility Strategist, Level Playing Field.


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About Cadillac Fairview


Cadillac Fairview is one of the largest owners, operators and developers of best-in-class office, retail and mixed-use properties in North America. The Cadillac Fairview portfolio is owned by the Ontario Teachers' Pension Plan, a diversified global investor which administers the pensions of more than 323,000 active and retired school teachers. The real estate portfolio also includes investments in retail, mixed-use and industrial real estate in Brazil, Colombia and Mexico.

Valued at around $32 billion, the Canadian portfolio includes over 37 million square feet of leasable space at 70 properties in Canada, including landmark developments, such as Toronto-Dominion Centre, CF Toronto Eaton Centre, CF Pacific Centre, CF Chinook Centre, Tour Deloitte and CF Carrefour Laval.