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 and 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, accessible, inclusive & inspiring.
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? "
Through TMB Digital Ticket System we introduce a convenient, eco-friendly, and user-centered ticketing experience for all the commuters in Barcelona, Spain.
Designed for ease and accessibility, this digital platform enables users to buy, store, and access tickets directly from their mobile devices — eliminating the need for physical kiosks and paper tickets.
By integrating user-friendly design elements, clear navigation, and responsive layouts, this system simplifies travel for both locals and tourists, aligning with TMB’s sustainability goals and enhancing the commuter experience across diverse user groups.
A digital-first ticketing experience that fits right in your pocket. Simple, scalable, and built for locals and tourists alike - goodbye, paper chaos.
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.
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.
This brainstorming session played a crucial role in framing the research objectives and setting the stage for the subsequent research and design phases.
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.
Reviewing the insights gained from brainstorming sessions and identifying trends and priorities.Articulating research objectives that would guide the research process effectively
We decided on the Research Methodologies that could be employed for our research, considering the multifaceted nature of accessibility and inclusivity in public transportation.
- Field Observation & Immersion
- Stakeholder Interviews
- Design & Literature Review
- Contextual Inquiry
- User Interviews.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 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.
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.
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.
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."
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.
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.
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.
Coffee, Collaboration, Creativity
With my team.
