Passenger information systems do more than communicate schedules and routes — these systems are your primary connection to riders. However, not all mobility solutions are built with accessibility as a core value.

Transit is a gateway to economic opportunities and quality of life-enhancing amenities for marginalized riders, including seniors, people with disabilities, and low-income earners. A passenger information system designed with rider accessibility as the priority could be your ticket to public transit that is inclusive, equitable, and accessible for all riders.

Passenger Information for Everyone

The Americans with Disabilities Act of 1990 (ADA) forbids the discrimination of people with disabilities. The ADA is a legal promise that equal access to transportation will be available, and as a result, transit agencies are responsible for removing barriers to transportation access.

Yet, despite a broader awareness of the importance of rider accessibility, many agencies inadvertently exclude parts of the community when managing transit systems. This includes how service information is distributed to riders.

Imagine trying to navigate a website with listings of stops, departure, and arrival times going east, west, this way, and that way. Don’t forget the schedule is different on the weekend.

And then arriving at the station where it’s noisy, crowded, signs are obscured or hard to read, and there is no obvious place to pay for the fare.

Now imagine navigating a transit system under those conditions if you are:

A non-native English speaker.
Someone with visual impairments.
A single parent with a baby stroller.
A senior uncomfortable with digital technology.
A rider with limited economic resources.

These real-world struggles represent the riders that transit systems are potentially leaving behind.

Universal design is the concept of creating spaces that can be accessed, understood, and used without limitation by everyone regardless of age, ability, or disability. This concept is deemed a fundamental condition of good design because it considers people’s diverse needs and intends to benefit everyone.

The universal design concept can also be applied to technology. Whether a website portal or a mobility app, a passenger information system that includes universal design in its development and real-time trip information, not only empowers people who are marginalized but improves the transit experience for all riders.

Key Accessibility Features

The demand for mobility solutions that offer real-time transit information has fueled the popularity of passenger information systems and mobility apps. Instead of relying on static words and numbers, riders have real-time information to help them plan a trip, get directions, and receive route notifications.

An accessible passenger information system is not just a nice-to-have, it is essential for enabling riders to navigate your transit system without being limited by a disability or socio-economic circumstances.

Key accessibility features include:

WCAG Conformance

Web Content Accessibility Guidelines (WCAG) 2.2AAA is the international gold standard for ensuring web and mobile content is accessible. Following the WCAG guidelines won’t cover every individual’s unique needs but covers a wide range of recommendations that result in user-friendly digital content in general.

WCAG 2.2 AAA is the most current guideline and builds on previous recommendations to improve accessibility for people with cognitive, learning, or mobility disabilities.

Inclusive Design

Prioritizing the needs of riders through inclusive design results in passenger information systems that are both functional and accessible at every touchpoint.

When we look at public transit from the perspective of marginalized riders, it can lead to innovative solutions for accessing digital trip information, such as:

Screen readers, such as VoiceOver for Android or TalkBack for iOS, that work with web and mobile interfaces.
Text-to-speech that reads transit information to riders by converting text into audio.
High-contrast colors display content clearly under different lighting conditions and distinguish text from interface elements.
Keyboard navigation allows riders to move around a web page without a mouse.

Diverse Delivery Systems

Passenger information systems primarily provide real-time updates via a website or mobility app. Nonetheless, riders will have varying preferences in how they receive transit information based on their level of comfort with technology. In some cases, riders won’t have access to the internet or a smartphone.

Alternative digital delivery systems for transit information include:

SMS text messaging where smartphone users can communicate with agencies and receive trip information.
IVR (interactive voice response) systems that support riders without an internet connection or smartphone.
Onboard announcements that broadcast the next stop on a route.
Visual displays at transit stations, bus stops, and onboard vehicles with route maps and upcoming stop announcements.

Language and Communication Style

Passenger information systems that offer trip information in multiple languages with clear, simple directions that exclude technical jargon will help agencies reach and provide guidance to more riders.

The Impact of Digital Accessibility

Offering an accessible passenger information website or mobility app isn’t just the right thing to do — it’s a smart investment in growing your ridership!

By removing the barriers to digital trip information, your agency can:

Make public transit an attractive alternative to cars.
Help the community support the needs of marginalized people.
Demonstrate organizational empathy with riders.
Meet evolving accessibility regulations and best practices.

Every rider deserves clear, easy to understand trip information regardless of their abilities or background. An accessible user experience results in happier, satisfied riders who are likely to become the loyal riders who sustain the long-term success of your agency.

When accessibility is a core value in the design of a passenger information system, transit transforms from a service shrouded in mystery to a community resource that reflects the diversity of the people it serves.

Ready to revamp how your agency communicates with riders? Talk to TripSpark and let’s have a conversation about breaking barriers so everyone is along for the ride.