Digital mobility services: A population perspective
2021
Digital mobility services have great potential to increase passengers' transportation
options, improve their experiences and reduce exclusion. For example, they can facilitate
access to information and support, and join transport modes together more seamlessly.
However, these advantages will only be available to those who can access and use these
services effectively. To facilitate the development of usable and inclusive services,
information on the range of potential users' digital interface capabilities, attitudes
and current use of digital services is needed. A population-representative survey
examining these issues was carried out with 1010 participants in Germany in 2020.
As well as self-report questions, it examined basic digital interface competence using
simplified paper prototyping. The results are examined in terms of the characteristics
of groups that are particularly vulnerable to either digital or transport exclusion.
Older people (aged 65+), people with disabilities and people with low levels of education
were found to have particularly low levels of digital technology access, use, attitudes
and competence. Caution is thus required when rolling out digital mobility services.
Non-digital alternatives are needed to ensure an inclusive service. When digital interfaces
are used, they need to be designed carefully to be usable by and reassuring to digital
novices.
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