In first stage of the INDIMO project, we analysed the barriers and identified the opportunities for tapping the full potential of the digitally interconnected transport system. This was accomplished with an inclusive perspective considering the needs of citizens that are vulnerable to exclusion due to factors such as residence in peripheral locations, reduced mobility due to disabilities and/or demography, language barriers, ethnic, migration and socio-economic aspects. We defined six personas. Then we carried out 10 user case studies including 38 interviews with users, non-users and stakeholders to gather insights about the targeted user profile. Additionally, we interviewed 70 users and non-users to identify the users’ capabilities, requirements, and limitations related to the potential use of the digital mobility services and digital delivery services. The findings show that technology, if it is not accompanied by the right guidance and assistance, might be experienced as a barrier rather than as a facilitator. When digital applications do not tackle these adjustments to different populations in a clear way, traditional and learned paths to satisfy needs appear as the only alternative or, at least, as the preferred alternative.
We also identified the barriers and drivers of developing digital mobility and delivery services from the point of view of developers, operators and policy makers. 22 stakeholders were interviewed as part of 10 deployment case studies covering car- and ridesharing, bike sharing and micro mobility, smart deliveries, multimodal route planners and mobility as a service. We identified the barriers and drivers of developing digital mobility services. They are related to the market position of the services, the regulatory framework in place, the integration of the service into the public transport service network, the diversity of the vulnerable-to-exclusion groups, knowledge about the vulnerable groups, the level of user involvement (co-creation), the fast evolution of digital mobility services and the availability of local support for ensuring accessibility and inclusiveness, communication and collaboration between stakeholders.
Afterwards, these insights have been used to co-create the INDIMO digital mobility toolbox that enables stakeholders to (re)develop and deploy more accessible and inclusive services by providing guidelines, recommendations and examples of best practices. This toolbox consists of 4 components: a Universal design manual, a Universal interface language, a Cybersecurity and personal data protection guidelines and a Service evaluation tool. All of these tools were co-created by engaging end users, operators, developers and policymakers via co-creation workshops, communities of practice sessions and semi-structured interviews and tested in real-life on the (re-)development of five digitally enabled pilot services (smart delivery box, smart traffic lights for visually impaired pedestrians, on-demand ride sharing, informal ridesharing and digital platform enabled bicycle delivery service). With the help of the INDIMO tools, mobility service operators, developers, policy makers and urban and rural planners will be able to co-create solutions and design strategies necessary for reducing digital exclusion from mobility and logistics services, thereby extending the promised benefits of these services to all sections of the society. Since the INDIMO tools have universal design principles at the very core of their development process, with little adaptations these tools may also be extended to other forms of digital and non-digital mobility services.
