Digital mobility services have great potential to increase passengers' transportation options, improve their experiences and reduce exclusion. However, these advantages are only available to those who can access and use these services effectively. To facilitate the development of inclusive services, information is needed on the range of potential users' technology access, use, attitudes and capabilities. A population-representative survey examining these characteristics was carried out with 1010 participants in Germany in 2020. The results are examined for groups and intersections of groups identified in previous work as particularly vulnerable to either digital or mobility exclusion. Older people, people with disabilities and people with low education levels had particularly low levels of all technology variables. Caution is thus required when rolling out digital mobility services. Non-digital alternatives are needed to ensure an inclusive service and any digital interfaces need to be designed carefully to be usable by and reassuring to digital novices.

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Digital mobility services have great potential to increase passengers' transportation options, improve their experiences and reduce exclusion. For example, they can facilitate access to information and support, and join transport modes together more seamlessly. However, these advantages will only be available to those who can access and use these services effectively. To facilitate the development of usable and inclusive services, information on the range of potential users' digital interface capabilities, attitudes and current use of digital services is needed. A population-representative survey examining these issues was carried out with 1010 participants in Germany in 2020. As well as self-report questions, it examined basic digital interface competence using simplified paper prototyping. The results are examined in terms of the characteristics of groups that are particularly vulnerable to either digital or transport exclusion. Older people (aged 65+), people with disabilities and people with low levels of education were found to have particularly low levels of digital technology access, use, attitudes and competence. Caution is thus required when rolling out digital mobility services. Non-digital alternatives are needed to ensure an inclusive service. When digital interfaces are used, they need to be designed carefully to be usable by and reassuring to digital novices.

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Mobile services accessible solely via digital interfaces are becoming increasingly common. This may result in the exclusion of many potential users because they lack the access to the required digital technologies, the capability to operate the interfaces or the attitudes for successful technology engagement. This paper focuses on the issue of access as a first step in understanding this exclusion. Analysis from a recent population-representative survey in Germany (n=1010) provides a baseline exclusion prediction for mobile services with different technology requirements, for example a service that requires the user to install an app on a smartphone versus or a service that provides information via a website on a smartphone. The analysis has been carried out on the whole population and on selected groups that are potentially at greater risk of being excluded from these services, such as those over the age of 65, women and those with low educational achievement. The results suggest that services that only offer access via an app, which needs installation on a mobile device, can exclude significant numbers of potential users.@en