Case Study

Addressing the Needs of Passengers with Disabilities

Overview
The Problem
Our Approach
The Result

overview

As one of the leading transportation companies in the U.S., our client wanted to build on the accommodations offered to passengers with disabilities. To achieve this goal, our client assessed potential innovations to better serve the needs of this audience. To best inform these decisions, this transportation company chose to partner with C+R Research to better understand disabled customers’ needs and preferences.   

THE PROBLEM

What are the needs for passengers with disabilities?

The goal of this research was to help our client identify the key needs for passengers with disabilities –  accommodations needed, who is most in need of those accommodations, how it impacts the travel experience for all passengers, especially the impact on future bookings.

OUR APPROACH

Optimizing a survey so all populations could participate

Leveraging the client’s list, C+R conducted the survey with a good cross-section of passengers, including those with disabilities and their companions – who were classified by answering questions regarding their needs for accessibility aids and/or specific types of tickets purchased. Given the target audience, C+R developed a questionnaire that was optimized and inclusive of all passenger groups. Specifically, the survey leveraged built-in system assistance, flattened matrix questions, alternative input devices, Accessible Rich Internet Applications (ARIA tags), indexing to objects on page, and easy-to-read fonts.  

The result

Reporting designed for accessibility; insights lead to rethinking strategy

The client needed a highly visual presentation to share with key stakeholders, and to ensure all current and future team members could easily access the results. We also prepared a separate version in Word that was optimized for those with greater needs for accessibility. The research identified the key needs of passengers with disabilities and their companions, which were surprisingly different than what the stakeholders originally hypothesized. The client used this information to not only guide product design, but also to implement improved processes to enhance satisfaction and willingness to travel for key passenger groups.

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I do want to say that this project again demonstrates why I have come to rely on C+R and recommend you so highly. When I get a report from you it’s complete, well-thought, and always client-ready. I really appreciate the partnership I have with you.

It was always a pleasure working with the team at C+R. I really appreciated your expertise and true partnership on every project.

Truly appreciate the strength of the partnership we have created with you. Thank you for being a consistent and reliable resource.

The report goes beyond answering the questions; it shows deep understanding of the needs of the client while ensuring the integrity of the design.  Thank you!

Thanks for one of the best reports I’ve received…. The quality of insights + deck writing > my expectations. The quality of voiceover/share out and process throughout has been my best experience to date.  C+R shows up as a team-always on time, supportive of one another, and provides quality insights vs basic stuff.

…We appreciate our open partnership and the constructive way we are building our relationship – we are enthusiastic when we think about future projects together!

You offer your knowledge in a way that never making anyone feel like they should have known “that” about the audience, treat it as an opportunity to educate in a friendly way.

I’m really proud of this team and so appreciate the partnership we’ve created. You’ve both done a fantastic job helping us start off this journey and I look forward to continuing to build our learning with you all!