INCLUSION AND EMPATHY
2018 / 2023
Low-Footprint, modular and autonomous vehicle concept based on Universal Design principles grounded in empiric research
WIP
ADAPT
2017
RCA / Intelligent Mobility 1st Term Team Sprint Project in Cooperation with the Royal Automobile Club and Project Gateway
Collaboration Partners: Alexander Matthews, Aditya Jangid, David Hardie, Norin
RAC Project Report
Transportation is a considerable issue for people with impaired ability. In our efforts to design a better system for everyone, we realised that every step of our design process must consider key user needs. The process began with Norin, a Londoner and registered blind citizen.
During our time with Norin, we learned of his hopes and fears about current and future transport systems. We had first-hand experience through a ‘blind’ experiment and focused on creating mobility, not only for visually impaired but for the general community.
A vehicle almost half the length of an SUV would solve the issue of congestion on the narrow streets of London and we developed our solution around the interior, making ingressegress easier, while also creating a social environment inside the vehicle. Our design would not only help the visually impaired to travel, but also give a fresh look to the streets of London in 2030.
Project
Brief
In 2017, the RCA Intelligent Mobility Course embarked on a collaborative initiative with the Royal Automobile Club (RAC) and Dan Phillips from the MA Service Design Course. This collaboration aligned with the GATEway Project in Greenwich, facilitated by TRL, to address challenges faced by physically impaired Londoners in navigating public transportation. The overarching goal was to foster inclusivity by understanding the barriers these individuals encounter and reimagining mobility solutions tailored to their needs.
To achieve this, the approach combined principles of Service Design and User Experience Design, focusing on an empathy-driven process. Each group engaged directly with physically impaired Londoners who faced unique and specific challenges. By immersing ourselves in their day-to-day experiences, we were able to sensitize ourselves to their struggles, gaining valuable insights that informed our design outcomes.
This collaboration emphasized:
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Identifying tangible barriers within urban transportation systems.
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Leveraging user-centered research to propose inclusive, innovative solutions.
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Encouraging interdisciplinary teamwork to design concepts that enhance accessibility and usability for all.
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Key Insights
Using Affinity Mapping, we identified 5 key challenges to address going forward.
While blind citizens may be familiar with certain trips, multimodal transport systems often introduce unpredictable challenges. These barriers can significantly reduce mobility and limit participation in public spaces
Reliance on Personal Devices
"My phone is essential—everything I need to navigate daily life is right here, and I’m used to it.” - Norin
Blind individuals often rely on personal devices to manage daily tasks. However, unfamiliar interfaces can present a steep learning curve, creating additional barriers.
Reliance on Personal Devices
"My phone is essential—everything I need to navigate daily life is right here, and I’m used to it.” - Norin
Blind individuals primarily rely on touch and hearing to navigate their environments. Interestingly, many legally blind individuals can still recognize patterns and distinguish bright colors, depending on the severity of their impairment.
“Hearing and touch, even using a cane, are underrated—sight gets so much focus, but you can still locate things and figure out where you are.”- David
Sense
Substitution
The interview highlighted the need for inclusive solutions that promote participation for all users, rather than focusing solely on tailored solutions for the blind. Norin's insights emphasized the importance of spaces that foster engagement while addressing individual vulnerabilities.
“I’d like to share public spaces and engage with others—so long as I know I’m safe.” - Norin
Inclusivity vs. Exclusivity
Physical interfaces play a key role in both navigation and interaction between users and transport systems. However, ingress and egress present practical challenges and potential safety hazards.
“Figuring out if the bus in front of me is the right one, or how to get from the bus to the tube, is the real challenge. I remember what it looks like—otherwise, I’d be lost.” - David
Ingress &
Egress
Co-Creation
Workshop
Our team had the privilege of working closely with Norin, a registered blind Londoner, who shared his personal experiences, hopes, and challenges regarding public transport. As a real-life persona, Norin provided invaluable insights into how individuals with disabilities navigate complex urban mobility systems.
The workshop was facilitated using a range of user-centered design tools, including:
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Dream Experience Mapping – Ride-sharing visions of the future
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Journey Map – Understanding the user’s complete journey experience
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Empathy Map – Capturing emotional and practical challenges
Norin’s participation offered surprising insights that challenged our initial assumptions. Contrary to expectations, digital interactions with ride-hailing services were not a major issue for him. Norin relies on his personal device, equipped with advanced universal design features, to facilitate seamless experiences.
However, Norin emphasized a critical challenge: balancing his desire for social interaction and independence with the vulnerabilities he faces while navigating public spaces. His primary restriction lies in “unfamiliar trips”, where the unpredictability of multi-modal transits presents significant obstacles.
Field
Research
To gain deeper insights into the challenges faced by visually impaired users, we conducted a field test with David Hardie. Blindfolded and equipped with a cane, he embarked on a journey from the RCA in South Kensington to Westfield – a trip that typically takes 30 minutes. To ensure authentic results, we minimized our interference throughout the test. Additionally, we combined this experiment with a broader assessment of the traffic conditions observed on our daily commutes.
Ingress and Egress Challenges
While larger transport hubs provide structural cues such as floor markings and digital displays, smaller, "normal" stations often lack immediate clarity. This makes it particularly difficult for visually impaired individuals to:
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Identify bus numbers,
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Locate entrances or exits, and
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Determine appropriate waiting areas.
The test journey from South Kensington to Westfield, for instance, took 2 hours, underscoring how seemingly simple commutes can escalate into lengthy, unpredictable tasks.
Scenario Planning – Urban Context
In old-world cities, primary roads (Hauptverkehrsadern) often narrow to just two lanes. Common scenarios, such as buses or black cabs stopping to pick up or drop off passengers, can rapidly cause traffic congestion, further exacerbating mobility issues for vulnerable users.
Ideation
Our ideation process resulted in an autonomous, two-wheeled vehicle designed for ridehaul services. It features two slightly offset, semi-enclosed cabins that offer comfortable individual seating, naturally encouraging interaction without forcing it. The design balances agility and excitement, making it both practical and appealing.
Swivel seats simplify ingress and egress, ensuring accessibility for all users. To further enhance the experience, the vehicle integrates multisensory cues, such as sound beacons, to guide passengers toward the cabin upon arrival.
Recognizing that approximately 80% of global Uber rides are taken by solo travelers, we prioritized energy efficiency by minimizing vehicle weight per passenger. The result is a vehicle that is less than half the width of a London cab, enabling it to navigate urban environments seamlessly while avoiding traffic obstruction when waiting for passengers. Despite its compact form, the design maintains a strong focus on comfort, security, and agility—perfect for trips up to one hour, particularly in dense, fast-paced cities like London.
Validation &
Prototyping
To validate our design theories, we created a full-size mockup to assess the required vehicle package size and ensure a comfortable seating position for two passengers—whether strangers or companions. We also tested various ingress and egress positions to determine how far the seat must extend outside the cabin to guarantee safe and effortless entry.
The sound beacon concept was tested in two ways:
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Proximity Test: We evaluated whether sound beacons effectively help users locate a seat when in close range.
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Audibility in Crowded Spaces: We simulated a scenario by placing a phone playing a specific melody at the far end of a bustling cafeteria. Blindfolded participants were tasked with locating the sound source amidst ambient noise.
Both tests demonstrated that we underestimated sound as a reliable means to locate the vehicle or an object like the seat. While sound provided general directional cues, its effectiveness wasn't diminished in noisy environments or at greater distances to the expected degree and proved still valuable.
"Transportation is a considerable issue for people with impaired ability. In our efforts to design a better system for everyone, we realised that every step of our design process must consider key user needs.
The process began with Norin, a Londoner and registered blind citizen. During our time with Norin, we learned of his hopes and fears about current and future transport systems. We had first-hand experience through a ‘blind’ experiment and focused on creating mobility, not only for visually impaired but for the general community.
A vehicle almost half the length of an SUV would solve the issue of congestion on the narrow streets of London and we developed our solution around the interior, making ingressegress easier, while also creating a social environment inside the vehicle. Our design would not only help the visually impaired to travel, but also give a fresh look to the streets of London in 2030."
Royal Automobile Club
Project Report
Concept
Definition
"Our concept integrates universal design principles to create an accessible, safe, and seamless transportation solution. Emphasizing modularity, reduced footprint, and multisensory interactions, the design addresses urban challenges while ensuring flexibility and inclusivity for diverse users."
An autonomous pool taxi designed to eliminate transitions and address last-mile challenges, offering seamless urban mobility.
Autonomous Ridehauling
A flexible frame engineered to reduce maintenance and manufacturing costs while enabling full customization.
Lightweight, Modular
A compact design with a narrow footprint, ensuring effortless navigation through historic and dense urban spaces.
Reduced
Footprint
An ergonomic, accessible private space that also facilitates seamless interaction with fellow passengers.
Semi Enclosed Cabin
Accessibility enhanced through touch, sight, and sound-driven interfaces across every stage of the customer journey.
Multisensory
Interaction
