Inclusive and accessible mobility: how to address the needs of vulnerable people?

The digitalisation of mobility and logistics promises many benefits to both transport operators and users in terms of efficiency of traffic management, better coordination of demand, better access to information, faster deliveries, and shorter travel times. These benefits are, however, not equally available and accessible to all parts of society. Access to digital services, such as app-based car-sharing, ride-sharing, e-scooter sharing, mobility-as-a-service applications, food deliveries or smart traffic lights can be limited due to physical, cognitive, or socio-economic barriers. The widening digital gap in mobility and logistics has rarely been addressed in previous research. This paper will address this gap based on the results of the ongoing EU-funded project Inclusive Digital Mobility Solutions (INDIMO). Based on interviews with 70 vulnerable users and 45 interviews with stakeholders, we have established vulnerable user profiles and identified their needs and requirements concerning digital mobility and delivery services. In addition, the barriers and drivers of the deployment of digital mobility services that operators, developers and policy makers face were established. The findings are used to develop the first Universal Design Guidelines for Digital Mobility and Delivery Services that is tested in 5 pilot projects where existing digital mobility and delivery services are redeveloped and evaluated in an inclusive way.