Accessibility journey mapping public transport

As part of a broad program of work PTV had undertaken an extensive journey mapping exercise across all modes of public transport. However, the journey map was a bit light on around accessible needs. We enhanced it by working with the accessibility community. This involved, among other things, travelling the network in a blindfold with a cane and in a wheelchair, with a disability trainer as a guide; and running a workshop with 35 people from the community - with a mix of people with a disability, advocates and carers.

Presented by Alexandra Almond at Service Design 2016

Transcript

1. Accessibility journey mapping public transport Alexandra Almond Email: alexandra.almond@ptv.vic.gov.au Twitter: @almondalexandra
2. Introduction @almondalexandra
3. Introduction
4. 4 @almondalexandra
5. 5 Walking in the shoes of others @almondalexandra
6. Workshop 6 @almondalexandra
7. Challenges 7 @almondalexandra
8. Help is on it’s way 8 @almondalexandra
9. What we learnt 9 @almondalexandra
10. Summary: the current accessibility experience on Melbourne’s public transport 10 @almondalexandra
11. Accessibility customer needs Information • Real time information, particularly during disruptions (and en route, not just on the platform) • Accurate, consistent and accessible information across channels and multiple formats • PIDS you can read and announcements you can hear • Clear and accessible wayfinding Consistency • One source of truth for information • Consistent platforms and direction of travel • Consistent navigation experience so you can find your way even if stop is unfamiliar • Predictable vehicles that work the same way (ie. door operation, placement of call button) • Train replacement buses that are accessible Safety • Safe ways to navigate traffic and obstructions • Safe ways to navigate platforms and crowds • Safe driving behaviour • Safe ways to board / disembark • Feeling safe at the station Connectivity • Stations and stops connected to accessible infrastructure • Improved disabled parking • Well connected modes with enough time to interchange • Stations and stops integrated with other services Staff • Trained and courteous staff who can respond to my personal circumstances • Drivers who are attuned to my needs and help me if I need it Courtesy • General public being aware of my needs and not obstructing me Comfort, ease of use • Access to toilets, shelter and seating • Ability to wait, board and travel in comfort 11 @almondalexandra
12. 12 Consolidate with journey maps @almondalexandra
13. 13 Consolidate with Standards (and define new Standards) Code Standard Considerations to support delivery to the standard I.803 Stations and stops are designed and operated in a way that improves consistency and allows customers to learn and repeat journeys. This includes predictable platforms, consistent direction of travel, and predictable navigation around the station (ie. Escalators always go in the same direction) I.804 Vehicles shall be designed to ensure a consistent experience for customers. This is particularly relevant for customers with accessibility needs and includes placement of doors, types of door opening mechanisms, layout of vehicles, location of accessible seats, placement of call bells etc. I.802 Customers shall have safe paths to travel to and from the station or stop so they “arrive alive”. Particularly relevant to accessible journeys ie. Accessible bus stops surrounded by grass. @almondalexandra
14. 14 PTV Customer Experience Standards @almondalexandra
15. Questions? 15 @almondalexandra