Digital transport eco-systems worldwide provide great advantages to many but also carry a risk of excluding population groups that struggle with accessing or using digital products and services. The DIGNITY project (DIGital traNsport In and for socieTY) delves into the development of such eco-systems to deepen the understanding of the full range of factors that lead to disparities in the uptake of digital transport solutions in Europe. A starting point for developing digitally inclusive transport systems is to obtain state-of-the-art knowledge and understanding of where local transport eco-systems are in relation to the digital gap and digital mobility gap in terms of their policies, transport products and services, and population digital literacy. This chapter presents the methodology developed in the DIGNITY project to frame this digital gap, incorporating a self-assessment framework that may be used by public authorities to identify potential gaps in the development of local digital transport eco-systems. This framework is informed by results from customer journey mapping exercises that provide insights into the daily activities and trips of users, and larger scale surveys on digital technology access, use, attitudes and competence in the area. In the DIGNITY approach as a whole, the results from the framing phase are then used to inform subsequent work on bridging the digital gap through the co-creation of more inclusive policies, products and services. The chapter provides concrete results from the framing exercise in four DIGNITY pilot areas: Barcelona, Tilburg, Flanders and Ancona. The results clearly show that a digital transport gap exists in these areas, and that this is manifested in different ways in different local situations, requiring tailored approaches to address the gap., Peer Reviewed

This work describes the application of user-centred design (UCD) and co-creation tools in the design and development process of an online toolkit that aims to tackle the digital divide in the mobility sector. UCD and co-creation approaches aim to address and understand users’ needs. This paper details the process of co-creation of the toolkit and reflects on its current results. The design process was based on a first phase of understanding the context and defining the users and their needs, followed by a second phase of co-creating the solution and a final phase of evaluating and testing the toolkit usage and co-creation process. A set of mixed methods employed based on UCD and involving different target groups as end-users has resulted in qualitative data that will feed and strengthen the process of co-creation and the final implementation of the toolkit. Beyond the set of tools presented on the website, the approach followed promotes co-creation, collaboration, and participation as key elements to enhance inclusion and accessibility in mobility ecosystems., Peer Reviewed

The Inclusive Design Wheel (IDW) is an established inclusive con-cept design process, emphasizing iteration and early-stage evaluation. However, a structured evaluation of its effectiveness in practice has not been previously conducted. This paper describes how the IDW process was adapted for use in the design of digital mobility services. It was then trialled on five pilot projects in Italy, Spain, Belgium and the Netherlands. Questionnaires were completed by participants (both pilot partners and end-users) and interviews were held with pilot partners at the end of the project. Initial insights from the pilot experiences and the evaluation are described. The pilot teams found the IDW helpful and particularly valued its help in structuring the design process and offering clear steps and tools. Insights for improving the IDW focus on the importance and role of co-creation, issues with recording iteration and the balance between structure and flexibility. Implications are highlighted for improving the Inclusive Design Wheel and for inclusive design processes more generally., Peer Reviewed