Enhancing Inclusive Wayfinding

Abstract

This thesis explores the topic of wayfinding in public transportation in the Netherlands, specifically for metro stations. Within this context, it investigates how designers can be supported in making it more inclusive. Even if there is a growing interest in accessibility for people with recognised disabilities, such as physical impairments, informational barriers persist, hindering independent navigation for many users. In this project, the focus is particularly on people with visual impairments and low-literate users. The thesis approach to inclusivity in navigation is not only from a technical perspective but also as a matter of social responsibility. With this project, the aim is to design for inclusion beyond compliance, promoting environments where everyone can navigate independently and with confidence.
The research followed the Double Diamond framework. During the Discover phase, desk research was conducted on wayfinding theories, accessibility regulations, and analysis of network management in public transportation. This was complemented by stakeholder mapping and preliminary field observations in Dutch metro stations. In the Define phase, the findings were synthesised and opportunity areas were explored. This stage also included expert and user interviews, user observations, and the development of design criteria grounded in Universal and Inclusive Design principles. The Develop phase focused on co-creation and ideation sessions with design practitioners of Fabrique, a leading design agency also involved in user experience in public spaces. In those sessions, iterative prototyping of framework components, and the exploration of inclusive design applications occurred. Finally, in the Deliver phase, the strategic framework was refined through expert evaluations and feedback iteration sessions, leading to the final outcome of the project.

From the research, it came out that in current wayfinding systems in public transport, “invisible” user groups are often overlooked, although they are the ones who face major challenges in navigating metro environments. Accessibility is still mainly framed in physical terms (e.g., ramps, elevators), with limited attention to informational clarity and independent navigation. Metro stations, being high-stress and multisensory spaces, further intensify these issues. In addition, stakeholder responsibilities are fragmented across municipalities, resulting in inconsistent inclusive wayfinding strategies. Together, these findings highlighted that inclusive wayfinding is a systemic challenge, one that extends beyond infrastructure and regulation. The design opportunity lies in developing an adaptable, cross-disciplinary framework that responds to the needs of users with invisible difficulties, ultimately enhancing the wayfinding experience for a broader range of passengers.

To respond to these complex challenges, a strategic framework, “Finding the Way Together”, was developed. The resulting framework is not a single “perfect” design, but it is envisioned to guide practitioners through diagnosis, ideation, and implementation. It consists of three main components: the Knowledge Tool, the Participatory Tool, and the Recommendation Cards. Together, they function both as a reference for practitioners and as a participatory instrument for stakeholder engagement. These tools aim to raise awareness, position inclusivity as a design requirement, reduce assumptions, foster collaboration, and embed inclusive perspectives throughout the design process. As convivial and inspiring artefacts, they encourage meaningful participation in co-creation activities, to support a more inclusive and human-centred wayfinding experience.