Designing Research for People with Disabilities
Accessibility in Travel Research
Project Overview
The Challenge
A major transport operator needed to understand accessibility barriers faced by disabled passengers. The challenge was designing inclusive research that would capture authentic experiences whilst ensuring participant wellbeing and safety.
The Impact
Research session designed with accessibility accommodations and safeguarding measures
Defining the Problem
How might we design inclusive research methods that capture authentic experiences of disabled travellers whilst ensuring ethical practices and participant wellbeing throughout the research process?
Initial Constraints
- Ethical considerations: Working with vulnerable participants required robust safeguarding protocols
- Accessibility needs: Research methods needed to accommodate diverse communication preferences
- Trust building: Participants needed confidence in our commitment to ethical research practices
- Authentic insights: Avoiding tokenistic consultation whilst ensuring genuine representation
Research Process
Inclusive Protocol Development
Worked with accessibility specialists and safeguarding officers to develop research protocols that prioritised participant wellbeing whilst capturing authentic experiences.
- Co-designed protocols with disabled people's organisations
- Established clear safeguarding procedures and reporting mechanisms
- Created multiple communication options and accessibility accommodations
- Developed consent processes appropriate for different needs
Ethical Recruitment
Partnered with trusted disability organisations to recruit participants, ensuring informed consent and ongoing support throughout the research process.
Accessible Data Collection
Conducted interviews and observations using multiple accessible formats and communication methods:
- BSL interpreters: Professional interpreters for deaf participants
- Written communication: Alternative formats for those preferring text-based interaction
- Sensory accommodations: Quiet spaces, visual supports, and flexible timing
- Support persons: Welcome presence of advocates or support workers
Collaborative Analysis
Involved participants in sense-making and validation of findings, ensuring insights accurately reflected their experiences and priorities.
- Member checking sessions to validate findings
- Collaborative prioritisation of accessibility improvements
- Co-creation of recommendations with lived experience input
Key Findings
Information Accessibility Critical
Passengers with hearing loss struggled with audio announcements, whilst those with autism needed predictable, detailed journey information to feel confident travelling.
Staff Confidence Varies Significantly
Some staff were confident supporting disabled passengers, whilst others avoided interaction due to uncertainty, creating inconsistent experiences.
Physical Environment Barriers
Beyond obvious access issues, subtle environmental factors like lighting, noise levels, and crowd management significantly impacted travel experiences.
Technology Potential Underutilised
Mobile apps and digital tools could significantly improve accessibility, but current implementations often excluded disabled users from design processes.
Results & Impact
Comprehensive Accessibility Roadmap
The 128 insights were transformed into a prioritised accessibility improvement programme, addressing quick wins alongside longer-term infrastructure changes. The transport operator committed £1.8M to the first phase of improvements.
Cultural Shift in Organisation
"This research opened our eyes to experiences we never fully understood. It's changed how we think about every aspect of our service design." — Head of Customer Experience
The inclusive research approach created lasting organisational learning about disability and accessibility, leading to disabled people being included in all future service design projects.
Industry Recognition
The research methodology and safeguarding protocols were shared across the transport sector, contributing to industry-wide improvements in inclusive research practices.
- Multi-sensory information systems implementation
- Staff disability confidence training programme
- Accessible mobile app redesign with user testing
- Environmental accessibility audit and improvements
Key Learnings
Safeguarding Enables Better Research
Rather than constraining the research, robust safeguarding protocols created trust that enabled participants to share more authentic and detailed experiences, ultimately leading to richer insights.
Accessibility Benefits Everyone
Solutions designed for disabled passengers often improved the experience for all customers. Clear visual information, predictable processes, and staff confidence benefited everyone using the service.
Co-Design Creates Ownership
Involving disabled people in designing the research process created genuine partnership and ensured findings reflected real priorities rather than researcher assumptions about disability needs.