Service design:
Accessible journey planner

Designing an inclusive public transport experience for visually impaired commuters

The problem

Public transport is often an overwhelming and inaccessible experience for visually impaired users.

Apps aren’t designed with screen readers in mind. Audio announcements are inconsistent or inaudible. Platform changes, signage, and crowded environments create high stress and reliance on others — eroding independence.

For partially sighted commuters, a simple journey can feel like navigating a gauntlet of invisible challenges. They often misses key information, struggles to request help discreetly, and receives no feedback that she’s on the right path — leading to delays, anxiety, and a loss of confidence in public systems.

From a service perspective, station staff want to help but lack the tools to proactively support users without the need to self-declare repeatedly.

The solution

I designed a seamless, audio-first transport service tailored to the needs of visually impaired users — with a focus on independence, clarity, and trust.

This included:

A redesigned journey planning app with a simplified layout, full screen-reader compatibility, and voice-first controls.
Real-time audio guidance at each journey step, with smart beacons offering subtle haptic and voice cues along walking routes.
A “Journey Overview” screen that gives users a single, high-contrast screen summarising key details — including alerts, interchanges, and next steps.
Proactive staff notifications, so when users opt in, the system alerts station staff of incoming passengers who may require assistance.
An accessible bottom toolbar with large, labelled buttons for quick access to journeys, help, and settings — easily navigable by touch or voice.

Every touchpoint was mapped, prototyped, and tested through the lens of both the user and the service operator, ensuring a cohesive service design.