Involving Passengers in Creating Inclusive Digital Mobility Solutions—Findings from the INDIMO Project

Abstract

The impact of digital mobility services on the mobility landscape is growing and users are increasingly faced with more mobility options to choose from in their everyday lives. This evolution, however, is not happening in a homogeneous manner and pace among all citizens. Especially the vulnerable-to-exclusion groups are at risk of missing the opportunity to benefit from these services. In this regard, the Inclusive Digital Mobility Solutions (INDIMO) project, a Horizon2020 project launched in 2020, established a multi-perspective view of digital mobility and logistics services, considering the needs, requirements and concerns of service operators, system developers, policy makers, as well as users, with a particular focus on vulnerable-to-exclusion persons such as elderly people, ethnic minorities, rural residents, or persons with lower income, reduced mobility or lacking digital skills. Using case studies from five pilot locations, stakeholder interviews and surveys, the project is finalising an important tool that will ensure the accessibility of new digital mobility solutions: a Universal Design Manual for digital mobility services. In this paper we will look into the crucial step of involving end users in creating equitable, just and inclusive transportation. We will address the current barriers and drivers to developing and deploying accessible and inclusive digital mobility services identified by the project and look into one of the developed tools, the Universal Design Manual- UDM, and how it can support policy makers, NGOs and operators/developers to create inclusive services.