Enhancing Wheelchair Accessibility on Google Maps
My Role
1. Secondary Research
The Team
Worked alongside 2 other students
Timeline
Sept 2023 - Dec 2023
2. Usability Test Design & Analysis
3. Pitching the new feature
4. Visual and Interaction Design
Imagine A Scenario
...you fractured your leg and need to use crutches for three weeks. One day, you arrive at the train station and upon reaching there you find the elevator to the platform isn’t working. Now, you’re stuck there, facing the dilemma of either going home or taking a taxi because you can’t take the stairs.
Feeling helpless, frustrated? For some people, this is their everyday reality.
Insights from Exploratory Research. 1/3
Travel Experiences Of People With Mobility Disability
source: twitter
source: twitter
2/3
What’s Going On In NYC ?
100,000 NYC residents use wheelchairs
out of nearly 1 million who have self-identified as living with disabilities.
~ AccessibleNYC, 2019
Unknown but Significant
That 100K doesn’t account for caretakers, tourists, temporary workers, or others using mobility aids — suggesting the real number of affected individuals is likely much higher.
Google Maps caught our curiosity while discussing public transit as daily commute for people with mobility disabilities. 3/3
We Realized It Could Be A Powerful Platform To Consolidate And Improve Accessibility Information.
Wheelchair users should have easy access to current and reliable, accessibility data, whether they’re planning ahead or navigating on the spot.
“Accessibility info may differ from real-world conditions” warning is barely enough, especially for people who put in significantly more effort to travel.
Accessibility Settings Off
Accessibility Settings On
Showing features more prominently
Widely used NYC transit systems including New York City Transit (subways and buses), LIRR, and PATH provide up-to-date information on their websites about the status of station escalators, elevators, and ramp entrances.
Integrating this information into Google Maps will make navigation easier for everyone, as it is the most widely used navigation app.
Process
Designed this to set the stage for future A/B Testing and usability studies comparing Version 1 and Version 2.
- Shifted focus from usability testing to desk research due to time constraints.
- Discussion with our mentor led us to think that the information could be presented in a different way as well.
- Since we couldn’t determine users’ preferred approach without testing, we created Version 2 instead of moving to Iteration 3.
Next, We Surveyed 27 Users To Validate Our Observations With Real-World Experiences
Target Users: Individuals with mobility disability using Google Maps
The survey was designed to gather anonymous feedback on the following, along with other relevant information:
1. How often they go out
2. The commutes they take
3. How often they use public transit and/or would like to use it.
4. Their experiences using accessibility features in Google Maps
Issues encountered:
We planned to use both surveys and interviews, but challenges in conducting interviews without incentives for our small target user group led us to rely solely on survey responses.
Many questions were reserved for interviews, since too many open-ended survey questions could have tested participants’ patience.
For example, we planned to have users design potential solutions to the travel problem during the interviews.
Identified Challenges
Survey uncovered two problem areas
Integrating existing accessibility data from public transit websites into Google Maps.
Wheelchair users go out regularly, just like everyone else. However, Google Maps often lacks accurate accessibility information, leaving them frustrated and feeling helpless when using public transit.
Optimizing how accessibility information is presented in Google Maps.
Apart from the limited accessibility information available about a place, the details that do exist are not prominent enough.
Even when accessibility information was occasionally accurate, participants highlighted the need for more detailed information to make informed decisions. For example: 'The station did have an elevator, but upon arrival, we found it was not in service.'
How Might We
While integrating accessibility data from transit sources into Google Maps is a larger infrastructural challenge beyond our scope, we could directly tackle the design challenge: improving how this information is presented to users once it becomes available.
...enhance accessibility information on Google Maps for individuals with mobility disabilities by providing clear, intuitive, and up-to-date details on accessible routes and facilities, helping users make informed decisions both when planning ahead and while navigating on the spot?
Persona
Introducing a “Wheelchair Accessibility Mode”
LoFi to HiFi - Iteration 1
Added this mode to the homepage for quick access to accessibility status. This not only supports wheelchair users but also benefits people with temporary or situational disabilities, as well as caretakers.
Addressed the need for more detailed information by showing accessibility features and their status.
wheelchair accessibility mode activated
Linked the status button to PATH’s website, where updates and alternatives are posted.
Usability Testing
The Goal
To analyze our new feature’s helpfulness and validate challenges we identified.
Methodologies
1. Task Performance: Participants perform tasks on both the current version of Google Maps and the version with Accessibility Mode.
Target Users
Alongside users with permanent disability, we extended our focus to individuals with,
2. Post-Task Evaluation: participants answer follow-up questions, and concluding with a SUS (System Usability Scale) survey.
Situational Disability
Caretakers
Temporary Disability
Broken arm
Holding a baby
Changes for Next Iteration
1. Improve the overall design for a better visual and user experience.
2. Increase the prominence of the 'check the accessibility status' feature.
Important Feedbacks
SUS Score
SUS Score
Average SUS Score - 54.3, Marginal range
How likely are you to recommend this app to others?: 5.8/10
Average SUS Score - 65, Marginal range
How likely are you to recommend this app to others?: 6.6/10
Users favored our design for its improved accessibility feature, recognizing its potential while acknowledging the need for further improvements.
“Need more accessibility-related information”
“If these were actually implemented, it would really help me in planning my travel in advance.”
“I think the ‘Check the accessibility status' button could be made more prominent.”
“It has a lot of potential. Even though it is not perfect, it still provides much more accessibility information than the original. This way, I can train my child to use it for their independent travel.”
“I mean the accessibility feature is not really doing much”
“Info related to accessibility is vague”
Current version of Google Maps
The version with Accessibility Mode
Version 1
HiFi - Iteration 2
Introduced a binary approach by considering two scenarios:
1. ‘Everything is working’
2. ‘Issues detected’ when any accessibility amenities has issues or the station is not accessible.
in cases when issues arises, the accessibility information is expanded by default
increased prominence
Changed the mode’s color from blue to green for increased prominence
Scenario 1
Scenario 2
Desk Research
The article, Ada Restaurants: Enhancing Restaurant Accessibility for People with Disabilities proved to be beneficial.
As usability testing was not possible due to time constraint, we shifted our focus to desk research to inform the design of the 'Wheelchair Accessible Restaurants' flow.
Discussions with our mentor during this phase made us realize that we could also present the information differently. Since we can't determine our target user's preferred approach without testing, we chose to create Version 2 instead of proceeding to iteration 3.
Version 2
HiFi - Iteration 2
This was done in preparation for future A/B testing and usability testing between V1 and V2.
1. ‘Fully Wheelchair Accessible’
2. ‘Partially Wheelchair Accessible’ when some services might not be available and/or functional.
3. ‘Not Wheelchair Accessible’ when the station is not wheelchair accessible.
Introduced 3 scenarios, each represented by a unique icon and color scheme:
Get Direction Flow
Scenario 1
Represented by a green box and a thumbs up.
Scenario 2
This tooltip appears each time users visit the screen, unless they check the box to dismiss it.
refined the heading from "Accessibility Status" to "Wheelchair Accessibility Status" to cater specifically to wheelchair users.
Represented by a yellow box and a blinking circle to gain users attention.
Out of Service, denoted with “ ! ”
Not Available, denoted with a “ ”
We have two scenarios where an amenity is:
Scenario 3
Represented by a red box and a blinking circle to gain users attention.
Location Details Flow
Scroll Down
Scroll Down
Non-Accessible Location
“ ” is used here to denote the non accessibility, along with the red box.
Restaurant Page Flow
Restaurants with accessibility features have an icon in front of their names.
Accessibility information is shown as a symbol in the restaurant list view, with more details available on the restaurant’s page.
Future Work
1. Conduct Usability Studies
2. Alternative Nearby Accessible Stations Usability Studies
To give users practical options, we propose incorporating details about nearby accessible stations. If the current station isn’t wheelchair-friendly, the system can dynamically suggest alternatives that are.
Future Impact
Increased Independence
Enhanced Quality Of Life
Access to accurate and detailed accessibility information empowers users to plan routes, choose accessible transportation, and navigate public spaces confidently.
Reduces the challenges and inconveniences they face in their daily lives, allowing them to participate more fully in social, professional, and recreational activities.