By Ahmed Abdul Aziz, Planning Analyst
Learning from users
Toronto’s major public transit agencies have made substantial progress in recent years towards offering accessible transit options to commuters, retrofitting older inaccessible stations with elevators and procuring low-floor streetcars, for example. These agencies advertise several options to riders who require special assistance whether it be someone travelling with a stroller who needs an elevator, a person with vision impairment who cannot read signage from afar, or someone using a mobility device. But what is the user experience really like?
To find out, I started by learning more about the experience of my colleague, Lisa Salsberg. She generously shared her story of what using Toronto’s transit system was like after she was injured in August 2019. A regular user of public transit, Lisa used a combination of GO train and TTC subway transit to get to her place of work in downtown Toronto. After breaking her foot and undergoing surgery, she had to use an electric kneeling mobility scooter, and later crutches, to get to and from transit stations, and observed that certain features of station design sometimes made for a rocky experience. Her experiences may be telling of some of the challenges that transit users with disabilities experience on a regular basis.
Elevator access
While providing elevators is a necessary step towards improving transit accessibility at stations, access to the elevators is a critical consideration as well. Whilst many transit stations do have elevators, Lisa found it difficult in some stations, such as Union GO and Yonge/Bloor TTC, to get to the train itself from the elevators and the station entry/exit points. Elevator location and access is a core aspect of station accessibility design, and it is crucial that when designing features such as these, the use of unique mobility devices such as electric scooters or wheelchairs be kept in mind.
“Accessibility features need to be located as close to each other as possible to make the experience for the end-user smooth and seamless.”
The design of certain walkways, slopes, and pathways can be problematic. For example, the angle and gradient of a slope leading to where the elevator is located, or the number of turns a mobility user experiences in their path, may present challenges. The location of the elevator itself is also very important. For example, Lisa faced difficulty during her commute at Danforth GO station since the station elevator is situated far from the accessibility train-car platform, requiring a long walk or roll down the platform. Accessibility features need to be located as close to each other as possible to make the experience for the end-user smooth and seamless; otherwise, the effectiveness of these features is severely hampered.
Pavement and station surface design
Surface design is integral to providing for a smooth and comfortable experience for people using mobility devices. The paved surfaces leading into a subway station and those inside aren’t always adequately considered in station design. Lisa’s mobility scooter would often bump against the pavement surfaces of certain stations, putting pressure on her knee and making the ride uncomfortable.
So, while some surface treatments might assist commuters who need navigational assistance, they might at the same time be an impediment to those riding mobility vehicles such as scooters or wheelchairs. Separate paths for these different users may help mitigate conflicts and enhance the user experience for all. This is even more critical in context of rush hour where busier platforms may complicate movement amongst dense crowds by mobility device users. Consistency in the provision of these services throughout stations is also key: Lisa noted that in some areas of Union station she had a better, smoother experience compared to others.
Information sharing and awareness
Station elevators and escalators can sometimes be temporarily closed due to malfunction, repairs or routine maintenance. The TTC, like most transit agencies, has methods of alerting commuters to these closures. Updates on the operating status of TTC elevators are available on the TTC accessibility webpage. But how many people are aware of or think to regularly check these service alerts?
After her injury, Lisa would sometimes get off at a station only to find the elevator inoperable. Raising awareness through different channels such as electronic media, signage and posters inside transit stations can vastly improve the overall experience for transit users. This can involve sharing information about what accessibility features are present on busses and streetcars, which subway stations have centre platforms, and providing information on other accessibility-related offerings such as the Community Bus and the Please Offer Me a Seat Program. Service disruption alerts and live updates, if integrated with popular transit/navigation apps such as Google Maps, can also prove incredibly useful and result in a more seamless, user-friendly experience.
Available staff at stations
Machines may bring benefits in some aspects of public transit services such as ticketing, but transit agencies need to ensure that staff are consistently present to help those who need assistance. As any user can tell you, when an unexpected problem is encountered, machines cannot replace humans.
“As any user can tell you, when an unexpected problem is encountered, machines cannot replace humans. ”
When faced with an out of service elevator at Union Station, staff came to Lisa’s aid. They offered a creative solution to her problem, guiding her through the compartment of another railcar in order to reach her destination without having to use stairs. Lisa noted that in general, having station staff nearby has been extremely useful when she was faced with accessibility-related problems in stations.
Communication access and connectivity
While not having the cell service when travelling underground on the subway is an inconvenience for many commuters, for those who require assistance it can be a serious problem. Commuters with accessibility-needs often depend on first and last mile solutions to get to and from transit stations. With no cell service, contacting someone outside to coordinate a trip can become impossible. While stations offer Wi-Fi, it isn’t available inside the subway tunnels. Furthermore, connecting to it requires an authorization step, which can be a time-consuming or difficult process for some users to navigate. Having internet connectivity onboard trains would be extremely helpful to all commuters, but especially to those who need to coordinate with people outside the station.
Room for improvement
Lisa’s experience shows us that while public transit is providing a variety of accessibility options today, there is still room for improvement. Continuously learning from the diversity of commuters and incorporating new ideas and standards into station design will only improve the system and transit experience for all. Most often, the best insights and ideas come from those who use the service. Lisa’s appreciation of the in-person help she received at certain transit stations is telling of how an inclusive ecosystem, one that connects commuters and transit developers and providers, can ultimately create the most user-friendly experience for all riders.
