Unsolicited Re-Imagination: Airline Accessibility Research Initiative
IMPACT PARTNER
Disabled Air Passengers;
US Airline Operators
IMPACT AREA(S)
Accessibility Consultancy + Strategy; Design Research and Strategy;
Service Design;
Graphic Design
EXPERTISE PROVIDED
Accessibility Consultancy + Strategy;
Design Research and Strategy;
Service Design;
Graphic Design
PROJECT DURATION
12 weeks
CHALLENGE
Disabled passengers face many design barriers throughout the air travel journey, from ticketing to destination arrival - impacting equitable access to travel and, ultimately, opportunity. Whether it is a long wait for a requested wheelchair, or a checked wheelchair returned to its owner bent and broken, there are a wealth of service design gaps to uncover for this user group
OPPORTUNITY
The challenges disabled air passengers experience creates an opportunity to better understand the accessibility service provided by airlines - starting with the ticket purchasing/access (special assistance) request process.
OUTCOME
Survey Launch: Developed and launched a survey to define a baseline understanding of 1) who requests assistance is requested; 2) where assistance is requested; 3) how assistance requests are submitted and validated