Barriers and opportunities for developing, implementing and operating inclusive digital mobility services

Abstract As digital mobility services increasingly reshape the transportation landscape, offering a multitude of choices for users, a significant lack of equality emerges: vulnerable-to-exclusion groups are often left behind, unable to equally access digital transport services. This study investigates the opportunities to create inclusive and accessible digital mobility services, based on the viewpoints of developers, operators, and policy makers. Through 32 semi-structured interviews with stakeholders, we look into the existing regulatory frameworks, the extent of user involvement in service (re-)development, considerations for data protection and privacy for vulnerable groups, and the financial aspects supporting the development and operation of inclusive digital transport services. A thematic content analysis reveals a complex challenge: a lack of effective communication, collaboration, and co-creation across the majority of services, in combination with a widespread failure to disseminate insights among stakeholders, resulting in a lack of knowledge about vulnerable-to-exclusion groups. Despite a general awareness of the importance of inclusive design, actionable steps to achieve inclusive digital services remain scarce, with only a handful of services actively pursuing these goals. Our findings push for a comprehensive approach that enhances clear communication, stakeholder collaboration, and promotes the co-creation of services, while also protecting vulnerable users' data and thereby bridging the accessibility gap to ensure that the benefits of digital mobility extend to all users, including those most at risk of exclusion.