Improving the design of urban transport experience with people with disabilities

Navigating services for consumers with disabilities: a comprehensive review and conceptual framework

“…From the selected articles, the highest (61%) studies were set in the hospitality, transportation, leisure and tourism areas. Studies focused on service design and planning (Chiscano, 2021; Kim et al , 2012; Liasidou et al , 2021; Navarro et al , 2015; Popović et al , 2022); accessibility of tourism sites/leisure services (Daniels et al , 2005; Mogaji and Nguyen, 2023; Rėklaitienė et al , 2016); ability of services to empower PwD (Burns et al , 2009; Rubio-Escuderos et al , 2021); CwDs’ service failure and complaint (Kim and Lehto, 2012; Lee et al , 2021; Major and Hubbard, 2019); PwD’s service needs (Chang and Chen, 2012; de Faria et al , 2012; Wang and Cole, 2014); and service providers’ perceptions towards CwD and their accessibility (Darcy and Pegg, 2011; Nicolaisen et al , 2012). Health care and social support together (14%) are an area of research wherein preferences and values that PwDs seek in services (Peltier and Scovotti, 2004; Randle et al , 2023; Randle and Zainuddin, 2022), and health-care services accessibility for PwDs (Hamidi and Karachiwalla, 2022; Whitehead and Barnard, 2013; Zandam and Juni, 2019) are the prominent themes researchers have followed.…”

“…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.…”

“…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).…”

“…Chiscano and Darcy (2022) used value co-creation with PwD to revamp metro train service experiences using digital and non-digital technologies. Chiscano (2021) emphasizes design communication, usage and service interactions for value co-creation with PwD to make metro services accessible. They also suggest “designing with PwD” rather than “designing for PwD” boosts co-creation activities.…”

Urban environment connectivity and universal design solutions in Kazan (the Republic of Tatarstan, Russia)

“…A very positive solution is the transitions on demand and sidewalk equipment with ramps to the road. There is also a problem of using parking for disabled where the special parking spots are taken by other cars [16][17][18][19].…”