Adopting a Design Approach to Put People at the Heart of New Mobility Services – Interview with Marie-Charlotte Moret

Adopting a Design Approach to Put People at the Heart of New Mobility Services – Interview with Marie-Charlotte Moret

Adopting a Design Approach to Put People at the Heart of New Mobility Services – Interview with Marie-Charlotte Moret

 

Marie-Charlotte Moret is a service designer. “Designer ah?! She creates beautiful objects then!”. No, not only. Her job is to analyze actual practices to bring out new solutions that improve everyday life, with services that are useful, usable and “desirable” (beautiful), essential conditions for their development and sustainability. This is why this approach is central to create new mobilities in the urban environment of the 21st century. Explanation!

 

Putting people back at the heart of urban mobility is a growing concern for city designers and local public transport authorities. Can you explain how service design meets this challenge?

 

The designer’s approach is indeed centered on humans. The methodology we apply is the analysis of what already exists, the audit of the environment, the behavior of the users and the constraints encountered. It is only after each step is complete that we start the creation process in order to answer the problems previously observed by choosing the product that best suits the needs. The next step is to check how the solution is used and what are its potential misuses.

I also apply the methodology of design thinking, which includes the users from the beginning of the reflection. Contrary to common assumptions, it is not just about filling a wall with post-it. The method involves observations in the field, interviews, explanations… We begin by empathizing with the user. What are his needs that are not covered? What are its constraints? Why would he use one solution over another? This approach is very useful for creating products as well as services.

 

You have worked on solutions to improve the mobility of people with disabilities. What have you learnt from this experience?

 

At University, I wrote an essay on: “How to improve the lives of elderly people in retirement homes”. When I arrived at Okeenea Digital in 2018, I discovered new users: people with disabilities in their urban mobility. However, the methodology remains the same. Putting the user in the center should be the start of any new project. Understand the needs, the problems, the daily life… to improve the overall experience.

Last year, we responded to SNCF’s Open Beacon tender (the French National Railway Company) by offering a mobility assistant at train stations. I then undertook observation sessions in the field, met users with all types of mobility problems. Currently, there is a human assistance service available for all travelers with disabilities or reduced mobility called Access Plus service. But this service is completely saturated and is very expensive for the SNCF. On the other hand, it is quite restrictive for users who must anticipate their trip at least 48 hours in advance and arrive well before the departure of their train. The organization is very rigid and does not allow a partial support on a single part of the trip, for example for a person who knows by heart his station of departure but only needs help for his correspondence or upon arrival. 

We then imagined an mobile application combining wayfinding technologies and human help in case of temporary difficulties. Working on a project such as this one of course involves understanding the needs of the end users, but more generally of all stakeholders including station staff. During this project, I also exchanged a lot with reception agents, security agents and staff of the Access Plus service. 

In short, to be a good designer, you have to think wide, not stay in a bubble. You must consider the experience as a whole. If you design a guiding solution, you must think about how the user will prepare his itinerary from home, the actual wayfinding solution, but also what happens after.

 

By working alongside with people with disabilities, did you discover difficulties, obstacles that you did not suspect?

 

When I led interviews and observations for the development of this wayfinding application in the metro of Marseille in France, I suddenly realized the diversity of uses among visually impaired people. Depending on how old was the person when the disability occurred, the mobility aid used (white cane, guide dog or nothing), residual visual abilities, the mastery of technological tools…, mobility approaches are very different.

But the accessibility of the environment is definitely decisive! I was recently very shocked watching a documentary of the journey of a person in a wheelchair. An elevator failure is enough for a 20-minute trip in theory to actually last more than an hour and a half. If the person is not aware of the failure, he must go back to the subway to continue his journey and turn around at another station. But in the absence of information on accessible stations, he must sometimes test them all before finding the right one. Hell! All these efforts to, sometimes, not even reach his destination.

Another example that also concerns mobility is free-floating scooters. When I see the number of abandoned scooters in the middle of the sidewalks and pedestrian crossings, I can not help but think of the visually impaired or wheelchair users. In this case, we see that the use has not been thought through. We thought about the need for quick mobility over short distances, the ergonomics of the application to unlock the system, in short, only the needs of end users. But at no time, we thought about the consequences of the commissioning of these vehicles on other users of the public space.

 

We clearly see that players are at the heart of the mobility and urban development policy. Do you have any advice for the stakeholders to achieve this?

 

Public authorities are in charge of the mobility and urban development policy. From what I know, although I may be wrong, there is no designer position in these instances. However it is up to decision-makers to choose the service providers who will execute the work or design solutions for the mobility of their citizens. They have every interest in favoring companies that have this approach, who practice innovation through the understanding of the needs. Even though it may cost a little more, the savings made afterwards and the service rendered really worth it. There is a tendency to focus too much on the possibilities of new technologies. But technology is useless if it does not answer a real need. And of course, innovation must fit into the economical context to have a chance to grow and live on. Usage, technology and economy thus form an inseparable triptych.

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 When I see the number of abandoned scooters in the middle of the sidewalks (…) I can not help but think of the visually impaired or wheelchair users. In this case, we see that the use has not been thought through. We thought (…) only about the needs of end users. But at no time, we thought about the consequences of the commissioning of these vehicles on other users of the public space.

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Lise Wagner

Lise Wagner

Accessibility Expert

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powered by okeenea

The French leading company

on the accessibility market.

For more than 25 years, we have been developing architectural access solutions for buildings and streets. Everyday, we rethink today’s cities to transform them in smart cities accessible to everyone.

By creating solutions ever more tailored to the needs of people with disabilities, we push the limits, constantly improve the urban life and make the cities more enjoyable for the growing majority.

Public Transport Information Accessibility: 5 Solutions for Deaf and Hard of Hearing Users

Public Transport Information Accessibility: 5 Solutions for Deaf and Hard of Hearing Users

Public Transport Information Accessibility: 5 Solutions for Deaf and Hard of Hearing Users

 

“Due to an accident on the track, the metro will be stopped for a few moments, thank you for your understanding”, “Line 21 is diverted due to road work, exceptionally the bus will not stop at the next three stations”.

All these audio messages familiar to our ears and broadcast in our stations and in our public transports are essential to ensure comfort and safety of travelers especially in case of emergency or disruption. But public transport information must be accessible to all types of audiences for whom it is intended. The audio format, if it has the advantage of being direct, excludes all users with a hearing loss, ie 466 million people worldwide (source: who.int).

So how to ensure quality information for hearing impaired users when using transportation? Let’s focus on regulations, needs and existing solutions for deaf and hard of hearing public transport users.

Regulation and accessibility of passenger information

In the United States equal access to information of transportation is ensured with the Americans with Disability Act. Under Title II, agencies which operate at a local or state level are required to provide equal access to all services offered by the organization including public transportation. A public entity must ensure that its communications with deaf citizens are as effective as communications with others.

In Canada, The Guide to Accessibility for Intercity Bus Services states that  “Public announcements should be provided in both audio and visual formats, if possible, in all passenger service areas inside terminals.

In the United States and in accordance with the ADA, the National Association of Deaf (NAD) continues to advocate that all transportation systems (airline, train, bus, subway, etc.) make all audible information accessible by providing the same information in a visual format.

Different laws, for different services exists in different countries. The transportation network managers are responsible for their application at local and state level.

Understand the difficulties and needs of deaf people in public transport

In this regulatory context, where the rights of the disabled public are addressed, people who are deaf or hard of hearing still face accessibility problems, particularly when broadcasting audio messages in the event of an emergency or disruption.

This is compounded by other challenges such as trip planning, ticket purchase, orientation and interaction with travelers and staff.

If the deaf population is very heterogeneous, the perception of the surrounding world remains similar from one person to another. From the reduction to the renunciation of any form of mobility, we find mainly the following inconveniences:

  • difficulties in perceiving sound information
  • annoyance due to noise in degraded sound environments
  • loss of balance, fatigue, headaches, tinnitus etc.

When traveling, people with hearing loss need written support that is broadcast simultaneously with the spoken message, to ensure the same level of information and therefore security and service as the rest of the population. Also, to ensure their comfort, priority seating and a quiet environment should be provided wherever possible.

5 solutions to compensate for audio information in transport

The written format remains the most popular format for people who are deaf or hard of hearing, although it does not take into account the needs of people with reading difficulties due to a disability or a lack of knowledge of the language.

A study conducted by UNIVACCESS in 2018 identified universal solutions for public transport for people with disabilities, particularly for people who are deaf or hard of hearing. Here are the 5 most frequently identified solutions.

#1. SMS alert

Among the solutions listed are universal solutions such as the SMS alert in case of disruption. This initiative, set up in cities such as Grenoble, Auckland, Geneva and King County, among others, allows users to follow the status of their mode of transport in real time or to receive specific notifications to a route, especially during disruptions.

#2. The light beep

Many cities around the world like Lisbon, Lyon or Singapore have equipped their metro and tramway doors with a flashing light inside and outside. The light accompanies the beep to prevent any crossing of the doors when they close.

#3. Information screens

Information screens are sprouting around the world, like in Manchester or Barcelona. Located on platforms, stations and inside vehicles and wagons, they provide users with useful and reliable written information. Most screens on board inform on the next stop. Some go as far as announcing the places of interest and the shops nearby.

#4. Training of agents in sign language

Some cities like Toulouse have introduce their agents to sign language. Although it is only practiced by a handful of deaf people in the world, its use in stations is a real asset for the users concerned.

#5. Traveler information applications

Different transportation operators thought the world have developed their proper mobile application warning of possible delays, train changes, platform numbers and even on board announcements.

The City of Barcelona for example provides users with an application calculating in real time the number of minutes remaining before the arrival of the next bus. The city of London offers a similar service thanks to a route calculator with simple and adapted choices.

MaaS: an all-in-one tool for tomorrow’s accessibility

What is MaaS? This article tells you everything you need to know!

MaaS-type applications such as Moovit and CityMapper will soon offer an all-in-one solution to promote the mobility of all public and private transport users. From travel planning, to ticket purchase, guidance assistance and real-time information dissemination, MaaS is emerging as the ideal innovation for people with hearing loss.

In conclusion

The dissemination of the right information at the right time is an asset for transport services. For people who do not hear or hear little, lighting, human and technological solutions (screens, SMS and mobile applications) have been tried and tested in many cities around the world. Knowing that after 50 years, one in three has hearing difficulties, compensating for audio information remains a major challenge for transport operators.

All these amenities are universal solutions that can serve the greatest number, disabled or not. Investing in the accessibility of deaf and hard of hearing people, is indeed a guarantee to the access of your network to the greatest number.

You want to make your public transports accessible to disabled people? Check out our article: Making Public Transport Information Accessible to Disabled People

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When traveling, people with hearing loss need written support that is broadcast simultaneously with the spoken message, to ensure the same level of information and therefore security and service as the rest of the population.

writer

Zoe Gervais

Zoe Gervais

Content Manager

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Get the latest news about accessibility and the Smart City.

other articles for you

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more articles

8 Clichés on Accessibility for Blind and Visually Impaired People

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How to Foster Inclusive Mobility at Public Transit?

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Invisible Disabilities: 80% of Disabled People Are Concerned!

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NEVER miss the latest news about the Smart City.

Sign up now for our newsletter.

Unsubscribe in one click. The information collected is confidential and kept safe.

powered by okeenea

The French leading company

on the accessibility market.

For more than 25 years, we have been developing architectural access solutions for buildings and streets. Everyday, we rethink today’s cities to transform them in smart cities accessible to everyone.

By creating solutions ever more tailored to the needs of people with disabilities, we push the limits, constantly improve the urban life and make the cities more enjoyable for the growing majority.