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Digital mobility services: A population perspective

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Goodman-Deane, J 
Kluge, J 
Bosch, ER 
Nesterova, N 


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.



3509 Transportation, Logistics and Supply Chains, 33 Built Environment and Design, 35 Commerce, Management, Tourism and Services, 3304 Urban and Regional Planning

Journal Title

34th British Human Computer Interaction Conference Interaction Conference, BCS HCI 2021

Conference Name

34th British HCI Conference

Journal ISSN


Volume Title


BCS Learning & Development
European Commission Horizon 2020 (H2020) Research Infrastructures (RI) (875542)