Towards more accessible digital urban public transport for people with autism spectrum disorder (ASD): a critical incident analysis (CIT)

Purpose This study empirically and comparatively examines two digital technologies that have been implemented as part of the experience of urban public transport during the COVID-19 pandemic in the city of Barcelona, the digitization of tickets and self-service technology in kiosks in the different operators of the metropolitan transport authority (ATM) environment. The study gives a voice to people with ASD and makes a theoretical and practical contribution to making urban transport increasingly digitized after the COVID-19 pandemic, more accessible and inclusive for the group, little observed so far. Design/methodology/approach The data collection consisted of a discussion group, ethnographic techniques and a visit to the Barcelona Metro (2022), and interviews after the visit through a semi-structured questionnaire with 12 participants with ASD. This study uses the critical incident analysis (CIT). Findings Results provide an extension of the attribute-based Dabholkar model (1996) that applies to the perception of the use of self-service technology, when using digital technologies in urban transport. Originality/value This redefinition of the current model of the perception of the use of technology, taking into account the needs of people with ASD, will enable better decision making by transport operators for previously neglected groups.