Design Research on Accessibility
Design research is about understanding users and creating solutions that meet their needs.

This case study shows the research that we conducted on accessibility in using public transport to design solutions & provide better services to everybody, especially people with disabilities. Every interview, observation, and analysis is a step closer to unraveling user needs and crafting solutions.
‍Contribution: Design Thinking, Online Research, User Interviews, Field Survey, Short & Long Term Solutions.
‍Tools Used: Figma, FigJam‍
‍Team: 5
Timeline: 3 weeks
DESIGN THINKING, JOURNEY MAP, UX RESEARCH, USER INTERVIEWS, DESIGN SOLUTIONS
Design Research to Enhance Public Transportation (TMB) for Accessibility & Inclusivity in Barcelona.
Design research is about understanding users and creating solutions that meet their needs. This case study shows how design research can be used to create better products and services. Every interview, observation, and analysis is a step closer to unraveling user needs and crafting solutions.
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As a Team, 5 of us worked on this project for 3 weeks to design short term & long term solutions.

My major responsibilities were Design Thinking, Online Research, User Interviews, Field Survey.

"Supposing is good, but finding out is better"

OVERVIEW

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Brief

Public transportation is a vital lifeline in urban areas like Barcelona. To ensure that it serves everyone in the community, I embarked on a design research journey with my team, to understand the design system for accessibility and inclusivity in TMB (Transports Metropolitans de Barcelona).

At the heart of our vision is the commitment to enhance the accessibility of Barcelona's Public Transport System (TMB), creating an experience that is seamless, inclusive & inspiring.

The Challenge

Barcelona is a bustling, diverse metropolis with citizens from all walks of life. The challenge is to create a public transportation system that caters to the unique needs of every individual, regardless of their physical abilities, age, or cultural background.

Imagine this city where public transportation isn't just about getting from say 'Barceloneta to Passeig de Gracia' !
It's about a journey that caters to everyone, regardless of mobility challenges.

" How can we enhance the accessibility of public transportation in Barcelona to provide a seamless & inclusive experience for individuals with mobility issues? "

"Sparking ideas, collaborating minds!"

Process

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BRAINSTORMING

Accessibility Issues
The group focused on understanding the nature of accessibility issues people face when using public transportation.
User Needs
Questions were raised about the specific needs of different user groups, including those with disabilities, the elderly, parents with strollers, and tourists.
Exploring Opportunities
The brainstorming session also aimed to uncover opportunities for improving the current system or creating a new, more inclusive one.
Identifying Challenges
The team discussed the various challenges faced by different user segments, with a focus on accessibility barriers.
Understanding Mobility Challenges
The brainstorming session delved into what it's like for someone with limited mobility to navigate the transportation system.
Success Stories
The team considered what aspects of the current system were working well and delivering a positive user experience.
" This brainstorming session played a crucial role in framing the research objectives and setting the stage for the subsequent research and design phases. "

Reforming Research Objectives

Objective
The brainstorming sessions provided insights and led to the refinement of research objectives, setting clear, specific goals for the study.
Key Activities
Reviewing the insights gained from brainstorming sessions and identifying trends and priorities.Articulating research objectives that would guide the research process effectively.
Selecting Methodologies
We decided on the Research Methodologies that could be employed for our research, considering the multifaceted nature of accessibility and inclusivity in public transportation.
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- Field Observation & Immersion
- Stakeholder Interviews
- Design & Literature Review
- Contextual Inquiry
- User Interviews.
Outcome
Well-defined research objectives served as a roadmap for the research and design phases, ensuring that our research & study remained focused and goal-oriented.

Online Research & Outward Look

Objective
After understanding the problem space and refining the research objectives, the team embarked on online research to gather insights from other cities and nations tackling similar accessibility and inclusivity challenges in public transportation.
Key Observations
Curitiba, Brazil
This city of 1.2 million inhabitants offers a prime example of addressing accessibility at all stages of the transport chain. From bus entrances to station access and feeder systems, they provide solutions for disabled individuals, including wheelchair users. Approximately 21,000 trips daily, including 1,000 by wheelchair users, are made using public transport.
Singapore
Singapore stands out as one of the most accessible cities in Asia and the world. They employ innovative features such as pedestrian crossings that citizens can tap with a card for additional crossing time. Their subway (MRT) stations boast priority elevators, tactile way-finding, clear signage, visual and audible indicators, and wheelchair-accessible facilities.‍
Barcelona
Barcelona is widely recognized as one of the more accessible cities in Europe, particularly welcoming to wheelchair users. This observation highlights its success in creating a public transportation system that accommodates diverse needs.
Integrated Transport:
‍TMB operates a comprehensive network of public transportation modes, including buses, trams, and the metro (subway), offering passengers a seamless and integrated way to navigate the city.‍
Extensive Coverage:
TMB's services cover a vast area, reaching not only the city center but also the greater metropolitan region, making it a crucial lifeline for residents and visitors.‍
Environmentally Friendly:
TMB has made significant efforts to reduce its environmental impact. It operates hybrid and electric buses and has made strides in improving energy efficiency.
Innovative Services:
TMB has introduced innovative services such as mobile ticketing, allowing passengers to purchase tickets and access real-time transportation information through their smartphones.‍
Intermodal Connections:
TMB connects seamlessly with other forms of public transportation, including the FGC (Ferrocarrils de la Generalitat de Catalunya) and the RENFE (Spanish national railways). ‍
Connectivity:
The entire Barcelona Metro Network is accessible except for some specific stations (12 out of a total of 165 stations) & bus network has been fully adapted for people with reduced mobility (PRM) since 2007.
Insights
These global examples offer valuable reference points and best practices that can inspire improvements in Barcelona's public transportation accessibility and inclusivity.
https://www.smartcitiesdive.com/ex/sustainablecitiescollective/accessibility-all/165211/

User Journey Map

Objective
The user journey map serves as a visual representation of an individual with mobility challenges navigating the public transportation system in Barcelona. It captures their experiences, emotions, and interactions with the system across various touch-points.
Key Components
Stages: The map outlines the key stages of the user's journey, including planning, arriving at the station, boarding, during the journey, and arrival at the destination.‍
Emotions: It highlights the emotional aspects of the journey, such as potential frustrations, anxieties, or moments of ease and satisfaction.
Touch-Points: The map identifies various touch-points, which include interactions with station facilities, transportation staff, signage, ticketing systems, and fellow passengers.‍
Insights
Through this user journey map, our research team gained a deeper understanding of the challenges faced by individuals with mobility challenges. It helped to identify pain points, where accessibility issues may arise, as well as opportunities for enhancing inclusivity and improving the overall experience.
Outcomes
The user journey map is a valuable tool for informing the design and improvement of public transport services in Barcelona, with a focus on addressing the needs and emotions of individuals with mobility challenges.

Field Survey -
Immersion & Observation

Objective
Our field survey involved immersing the team in real-life scenario to understand the practical challenges individuals with disabilities face while using public transportation in Barcelona.
Key Activities
On-site Observations: The team visited different locations and actively used public transportation, carefully observing how individuals with various disabilities accessed facilities and navigated their journeys.‍
Experiencing Disabilities: A team member used crutches during the journey to experience firsthand the challenges that individuals with mobility impairments encounter. This empathetic approach provided valuable insights.
Interview Preparation: To further enhance understanding, the team began preparing interview questions that would be directed towards users in the city. These questions were designed to probe deeply into the challenges and potential solutions.‍
Outcomes
The field survey facilitated a shift from theoretical understanding to practical insights. It enriched the research process by highlighting real-world issues faced by individuals with disabilities.
"This hands-on approach helped in gathering crucial information that couldn't be obtained solely through theoretical research. It was a critical step in aligning the solutions with the real needs and challenges of the users."

User Interviews

Objective
User interviews were conducted with careful preparation, targeting individuals with various mobility issues using public transportation in Barcelona. The aim was to gather first-hand information, validate observations, and gain valuable insights for the research.
Key Activities
Selecting Diverse Locations: Interviews were conducted at different locations, including metro stations, tram stops, bus stops, and collaboration with organizations like ONCE (the Spanish National Organization for the Blind).‍
Interview Guides: The research team prepared interview guides and a set of well-thought-out questions to ensure structured and relevant conversations.
Permission and Consent: A formal letter requesting permission to record the interviews was prepared, ensuring compliance with privacy and consent considerations.‍
Interview Approach
Welcome Note: Interviews were conducted at different locations, including metro stations, tram stops, bus stops, and collaboration with organizations like ONCE (the Spanish National Organization for the Blind).‍
Interview Setup: The research team prepared interview guides and a set of well-thought-out questions to ensure structured and relevant conversations.
Outcomes
The user interviews yielded valuable insights and personal stories, shedding light on the unique challenges faced by individuals with disabilities when using public transportation in Barcelona. The collected data formed a critical foundation for problem analysis and solution design.
" These user interviews were instrumental in gaining a deep understanding of user experiences and expectations, ensuring that the solutions would be rooted in the real needs of the community."

"Innovative Solutions, Tailored for Impact"

SOLUTIONS

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SHORT TERM Solutions

Button for Space
Install a dedicated button, similar to the "Stop" button, within transportation premises to indicate the need for assistance or space clearance for individuals with mobility issues. This simple and immediate solution can greatly improve accessibility.
Integrated Technology
Public transport agencies can incorporate technology to enhance accessibility. This includes real-time information on arrival times, GPS tracking, and mobile apps with built-in accessibility features. These tech-driven solutions empower users with real-time information and navigational support.
Enhanced Safety Measures
Implement safety enhancements such as increasing the number of handle-bars, adding tactile floor markings, and using non-slip floor coverings. These measures ensure a safer and more comfortable experience for all passengers, especially those with mobility challenges.

LONG TERM Solutions

Inclusive Education
Promote an inclusive education approach by introducing disability awareness into school curriculums from an early age. This empowers the younger generation to understand and empathize with people with disabilities and fosters an inclusive society.
Comprehensive Staff Training
Provide comprehensive disability awareness training for public transport staff. This training should encompass effective communication with individuals who have hearing or speech impairments, assistance for passengers with mobility issues, and accommodating service animals. Equipping staff to meet diverse passenger needs is essential.
Application-Based Support
Develop features within the official TMB application that allow individuals with mobility limitations to connect with staff or request assistance online in real-time. This feature ensures prompt assistance when needed, enhancing the overall journey experience.
Facilitating Meaningful Connections
Leverage the TMB application to facilitate meaningful connections between disabled passengers and volunteers or charitable workers who can accompany them during their travels. This feature fosters a supportive and inclusive community.
Para-Transit Services
Offer specialized para-transit services to cater to the unique needs of people with disabilities who may be unable to use regular buses or trains. These services provide a reliable and accessible transportation option for this segment of the population.
Engaging with Advocacy Groups
Actively engage with disability advocacy groups to obtain feedback on the accessibility of public transportation services. This collaboration ensures that the voices and needs of disabled individuals are considered and integrated into service improvements.

Together, We Move Forward..

Learnings

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Empathy and Inclusivity
Barcelona's journey highlights the importance of empathy and inclusivity in building a more accessible city. Fostering understanding and awareness is central to creating a society that caters to the diverse needs of its residents and visitors.
Commitment to Improvement
Barcelona is dedicated to transforming into an inclusive city where mobility limitations do not stand as barriers to enjoying all the city has to offer. This commitment aligns with the core principles of inclusivity.‍‍
Progress Towards Inclusivity
By combining immediate improvements with a long-term vision, Barcelona is moving forward on a path to become a model of accessibility that other cities can admire. It demonstrates that inclusivity is not just a goal but a shared journey.‍
Short Term Solutions
Barcelona can quickly enhance accessibility by implementing measures like the "Space-Need Indicator" button, integrating technology for real-time information and navigation, and improving safety with features like tactile floor markings and non-slip coverings.‍
Long Term Solutions
The city's commitment to inclusivity goes beyond immediate fixes. Inclusive education, staff training in disability awareness, application-based support, fostering meaningful connections, engaging with advocacy groups, and providing specialized para-transit services collectively create a more accessible future for Barcelona.‍

"Collaborate, Achieve, Celebrate."

TEAM

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Balqees

UX Designer

Vinayek

UI
Designer

Masha

UI Designer

Laura

UI Designer

Sai

UX Designer
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