Abstract

People may be excluded from successfully completing a user journey by many factors including the demands the journey places on sensory, physical and cognition capabilities. In addition user exclusion may be caused by a lack of prior experience with relevant technology, low competence with technology interfaces or a lack of willingness to engage with or explore technology. The Towards the Inclusive Railway project examined these factors and how they impact on digital exclusion. A survey was conducted examining how these factors are spread across the UK adult population. A digital exclusion calculator was developed using this data and trialled on a transportation app. It can be used to estimate how many people would be excluded from using a particular digital interface. In addition, exclusion estimation for a user journey on the London DLR network was carried out, and a prototype intervention was developed to reduce the estimated exclusion.