Towards more inclusive mobility services: A design roadmap for the introduction of a mobility-as-a-service ecosystem with considering the needs of elderly

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The issue of inclusion is receiving more and more attention. Additionally, mobility is undergoing a fundamental transformation toward inclusivity as a result of technological trends. This gave rise to the chance for this project, which aims to investigate how mobility may be more inclusive, draw in a larger audience, and address fresh narratives that genuinely speak to and belong to everyone.

MaaS is a concept that unifies access-based mobility services like public transportation and others onto a single, user-friendly platform. Users will no longer need to make significant investments to maintain access to transportation as a result. They are able to carry out door-to-door travel at a time that works for them. Using this integrated system, transportation companies can build a network that more effectively serves the necessary region and its users. There is still a long way to go before a fast, flexible, reliable, seamless MaaS experience can be realised. Therefore a long-term approach must be adopted by using a design roadmap. This provides the opportunity to work towards the full potential of a MaaS system by keeping the elderly involved in the whole process.

The roadmap’s greatest contribution to inclusiveness is that it, on the one hand, encourages the mobility sector to take a more active role in changing the behaviour of elderly and incorporating them in the design process of this new ecosystem. On the other hand, it shows that so much needs to be done to achieve this and that to this day we are far from inclusive when it comes to our mobility offerings.

In validation tests with experts, the roadmaps’s desirability was investigated. These evaluation interviews provided an enriched understanding on how the roadmap contributes to available knowledge and how it can be used as a strategic way to encourage change and development of the MaaS concept. These insights combined were used to formulate the final recommendations. Next to that, the insights into inclusive design were used to give Label A advice on how to implement this in their current design process, in part by putting together a workshop to establish inclusive design principles with clients.