Understanding Visually Impaired Tramway Passengers' Interaction with Public Transport Systems

The design of inclusive public transport services is crucial for the development of modern, barrier-free smart city infrastructures. This study investigates the socio-technical networks that shape the accessibility experiences of visually-impaired passengers using the tram system in Linz, Austria. Using Actor-Network Theory (ANT) as a theoretical framework, we investigate how agency is distributed between human and non-human actors in complex socio-technical networks, re-conceptualising accessibility as an emergent network property rather than a fixed infrastructure characteristic.Our mixed-methods approach combines shadowing observations with focus group discussions. The shadowing protocol documented visually impaired participants navigating the tram system, capturing their spatial navigation techniques, interactions with the physical infrastructure, use of technological aids, communication strategies, and responses to unexpected situations. The focus group, comprising seven visually-impaired persons with varying degrees of impairment and transport experience, provided complementary insights into user experiences, challenges, and adaptation strategies.The analysis revealed four predominant dimensions influencing accessibility outcomes: (1) Network Configuration—interactions between human actors (passengers, staff) and non-human actors (assistive devices, infrastructure) collectively determined accessibility success, with translation processes mediating between different network elements; (2) Mobility Patterns—regular users demonstrated sophisticated system knowledge, with some deliberately using public transport to develop navigational skills, highlighting the importance of mental models in system navigation; (3) Technology Integration—digital tools, such as mobility phone applications enabled independence while revealing varying levels of technological comfort; and (4) Warning Systems—participants emphasized the importance of the 'two-sense principle' for warnings, with directional audio and tactile feedback being particularly valuable.In addition, we revealed multiple additional dimensions relevant in this context. These include: accessibility barriers (physical, social, technical), sophisticated user adaptation strategies, significant infrastructure design implications, organisational policy implications, complex risk management approaches, and specialized spatial navigation techniques. These findings demonstrate that accessibility challenges arise from misalignments in socio-technical networks rather than from individual limitations.Our research has significant implications for public transport design: (1) technological innovations must take into account diverse user needs and existing adaptation strategies; (2) critical "obligatory passage points" such as platform-vehicle transitions represent systemic vulnerabilities that require focused attention; (3) varying levels of technological proficiency require flexible, adaptable interface designs; (4) directional warning signals significantly improve safety by facilitating spatial orientation; and (5) human assistance remains essential alongside technological improvements, with social interactions continuing to play a critical role in accessibility outcomes.This research contributes to the broader discourse on inclusive transport systems by highlighting accessibility as an emergent property of socio-technical networks, requiring integrated approaches combining technological and social solutions. Future research will explore how emerging technologies could further improve accessibility, taking into account potential risks of exclusion, and longitudinally examine how users' navigation strategies evolve over time.