An accessible and inclusive public transportation management response to COVID-19 through a co-creation process with people with disability. The case of Metro Barcelona
“…Anytime I have to travel out of Tamale, and I get to the station, the ticketing people just sell the tickets on a first‐come, first‐served basis and assign any seat they want to me. (Male Respondent 8, with difficulty in walking and Wheelchair User, August 2021)However, Chiscano and Darcy (2022) have argued that PWDs and older people need priority seating and treatment, and other passengers must be informed about this right of PWDs. Considering the relatively longer in‐vehicle times, such seats are crucial for intercity travel for PWDs' comfort.…”
People with disabilities (PWDs) have an equal right to independent mobility and dignified involvement in society, which is intrinsically related to their access to inclusive public transit systems. Yet, very often PWDs face injustices of unequal mobilities emanating from a combination of access barriers. Based on qualitative interviews and Focus Group Discussions with PWDs and station managers, this exploratory study assessed the responsiveness of public intercity bus services to the needs of PWDs with vision, hearing and walking/climbing difficulties. The findings show that, despite the Persons with Disabilities Act's passage in 2006, intercity public bus transportation services in Tamale, Ghana, do not meet the needs of PWDs. Intercity bus stations and vehicles are not disability‐friendly, leading to people with disabilities facing severe discrimination and having a more difficult time using intercity bus services. This is due to a combination of environmental barriers, legislative/policy inadequacies, negative public attitudes and low compliance of transport operators to transport provisions in the Disability Act. PWDs express deep‐seated feelings of marginalisation and resentment about the uneven access to transport services and the violation of their rights to autonomy in movement. It is concluded that the journey experiences of PWDs have a significant adverse influence on their travel decisions and full participation in society. Hence, suggestions for further research and policy recommendations to promote inclusive transport systems have been proffered.
“…Anytime I have to travel out of Tamale, and I get to the station, the ticketing people just sell the tickets on a first‐come, first‐served basis and assign any seat they want to me. (Male Respondent 8, with difficulty in walking and Wheelchair User, August 2021)However, Chiscano and Darcy (2022) have argued that PWDs and older people need priority seating and treatment, and other passengers must be informed about this right of PWDs. Considering the relatively longer in‐vehicle times, such seats are crucial for intercity travel for PWDs' comfort.…”
People with disabilities (PWDs) have an equal right to independent mobility and dignified involvement in society, which is intrinsically related to their access to inclusive public transit systems. Yet, very often PWDs face injustices of unequal mobilities emanating from a combination of access barriers. Based on qualitative interviews and Focus Group Discussions with PWDs and station managers, this exploratory study assessed the responsiveness of public intercity bus services to the needs of PWDs with vision, hearing and walking/climbing difficulties. The findings show that, despite the Persons with Disabilities Act's passage in 2006, intercity public bus transportation services in Tamale, Ghana, do not meet the needs of PWDs. Intercity bus stations and vehicles are not disability‐friendly, leading to people with disabilities facing severe discrimination and having a more difficult time using intercity bus services. This is due to a combination of environmental barriers, legislative/policy inadequacies, negative public attitudes and low compliance of transport operators to transport provisions in the Disability Act. PWDs express deep‐seated feelings of marginalisation and resentment about the uneven access to transport services and the violation of their rights to autonomy in movement. It is concluded that the journey experiences of PWDs have a significant adverse influence on their travel decisions and full participation in society. Hence, suggestions for further research and policy recommendations to promote inclusive transport systems have been proffered.
“…Next, education for CwD (6%) has focused on facilities’ access to CwD (Amin et al , 2019; Soorenian, 2014) and the role of an inclusive campus environment (Gillies and Pedlar, 2003; Soorenian, 2014). Use of ICT for addressing CwD (9%) covered barriers to online services for CwD (Childers and Kaufman-Scarborough, 2009; Cohen et al , 2023; Goundar and Sathye, 2023; Okonji and Ogwezzy, 2018); accessible ICT-enabled services (Cassia et al , 2020; Chiscano and Darcy, 2022); ability of robots to create and destroy value (Kipnis et al , 2022) and identifying needs and designing effective technology (Hanson et al , 2007; Kyazze et al , 2019). Two papers take multiple contexts.…”
Section: Developments In the Literaturementioning
confidence: 99%
“…This social view has also brought forth the need for the inclusion of the PwD, their accessibility and participation within the mainstream society and markets (Dickson et al , 2016; Yu et al , 2015). Following this, Chiscano and Darcy (2022) and Chiscano (2021) used service-dominant (S-D) logic to promote the participatory approach to service design by value co-creation with the PwDs. Similarly, Navarro et al (2014) and Navarro et al (2015) undertook the value co-creation premise of S-D logic to highlight how value can be co-created with an effective service design for PwDs.…”
Section: Developments In the Literaturementioning
confidence: 99%
“…This ensures a “consumer-directed” design that will assist CwD to benefit from and avail services (Baker et al , 2002; Hanson et al , 2007; Kipnis et al , 2022). End-users (CwD) have been involved in service evaluations to help providers design a service blueprint (Chiscano, 2021; Chiscano and Darcy, 2022). Including CwD views improves consumer well-being and corporate profits (Navarro et al , 2015; Özogul and Baran, 2016).…”
Purpose
Access to services for consumers with disabilities (CwD) has gained increased attention from researchers and service providers in recent years. Consequently, ensuring that services are designed and maintained in a manner that is more inclusive and accessible to CwD has become imperative. However, academic literature is fragmented and thus, this study aims to provide a state-of-the-art synthesis for further theoretical development.
Design/methodology/approach
This study reviews 77 relevant articles in the domain using a multidisciplinary review following the PRISMA protocol, and a thematic analysis was conducted.
Findings
The study thoroughly synthesizes the theories, contexts and methods used in the extant literature. Next, the study presents a new theoretical framework with four broader dimensions: beyond regulations, towards accessibility, value co-creation, inclusion of CwD and role of stakeholders. Furthermore, it highlights the related sub-dimensions attributed to the service design stages (planning, usage and post-usage). Based on this, the study offers critical avenues for future research using the Double Diamond framework.
Originality/value
The study contributes significantly to service design literature for CwD and transformative service research by developing a new consolidated theoretical framework. The findings should direct service providers towards better service designs in related fields. Socially, the study has implications for promoting accessibility and inclusion for CwD, while providing them the freedom of choice.
“…This research will analyse how the experience of online transportation users in the millennial Generation and Generation Z uses online applications. The object of his research is students in the Indramayu area who actively use online transportation applications (Chiscano & Darcy, 2022).…”
The use of technology is overgrowing. In today's era, every field in everyday life utilizes technology. One of them is in the transportation industry. Currently, online delivery is viral, especially among students and students who are easy to remember as Millennials and Generation Z. Smartphones are used not only for communication but also for buying fast food and drinks online using online delivery services. Online like Gojek. This research examines the user experience of online transportation applications. Students from various regions in Indramayu and Computer Engineering students at Universitas Wiralodra participated in this study as respondents. Experience using online transportation application services via smartphones has been collected in an online questionnaire using a Google form and distributed on social media such as Instagram, Twitter, Facebook, WhatsApp and Telegram. This study uses a user experience questionnaire (UEQ). This study aims to determine user experience in using online transportation application services. This study provides results indicating that all UEQ categories obtain positive scores. The highest score is in the "Intelligence" category, while the "New" type gets the lowest score. Online transportation shows that Gojek has a "good" rating scale. Overall the Gojek application is excellent in providing an experience for those who use it.
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