DTW Accessibility
The Detroit Metropolitan Wayne County Airport (DTW) accessibility project is a service design that makes the DTW airport more accessible for mobility disabled people.
Air travel presents significant challenges for people with disabilities, such as limited access to essential services. These travelers frequently have to plan their trips ahead of time, endure long wait times for human assistance, and struggle to manage luggage on their own. Addressing these issues is critical for improving the overall travel experience for disabled passengers and increasing inclusivity in airport services.
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We originally wanted to design something that could help people with all kinds of disabilities, but to make it more feasible within our timeline, we decided to focus specifically on people with mobility challenges.
How Might We
improve the travel experience of mobilty-disabled people at DTW so they can feel more welcomed and included?
We interviewed three individuals who fit our persona, and they shared their experience and pain points.
We also contacted the airport authority of DTW, asked about their work and requested for a walk through in Evans Terminal.
Manpower are not enough in the rush hours.
Include self service to facilitate the process.
After analysis, we explore the possibility to address on the problems.
And we decided focus on:
- Self service counter for wheelchairs and assistant
- Mobile app for booking assistance
- Adjustment of screening passage
Self-service wheelchair counters are placed in key spots around the airport; outside at the main entrance, along the path to the parking garage, and near both security checkpoints making it easy for travelers to access a wheelchair whenever they need it.
The self service counter offer users a choice to borrow the wheelchair by themselves. If they are not fully disable or traveling with accompany, they can borrow the motorized wheelchair at the counter.
The current screening area put the private screening room behind the normal passage, which cause more waiting time and chaos. We hope by making everything in the same level can make it smoother.
The DTW Assistance App helps mobility-disabled travelers easily book personalized support at Detroit Metro Airport. Users can quickly share their flight details, request needed assistance, and customize their experience for a smoother, stress-free journey.
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