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User Journey Map
User type Wheelchair user
Customer Experience Journey
Process
Explore information - arrival by bus station - waiting for the bus – boarding - bus departure – bus stop – get off the bus
Action & Emotional Response
Arrival by bus station

  • Where there is no place designated for a wheelchair waiting position, the stop position must be estimated and wait for the back rest position.
  • Wheelchair users of the bus by the bus stop after crossing the wheelchair users should go back to its position.

Waiting for the bus

  • When the bus driver does not help, he gets help from the surrounding people by raising the lift.

Boarding

  • Wait after you wait, sir. Will you fix it? And approached a wheelchair user
  • Seat belt no fastened after wheelchair retention. Seat belt location is installed on rear of wheelchair user seat, not available alone.

Bus departure

  • During the bus movement, the wheel of the wheelchair shook.
  • The wheelchair wheels have come loose from stationary politics.
  • Hold the handle and move

Bus stop & get off the bus

  • It was hard to get the height difference between the slope of the bus and the sidewalk block.
  • Get help from the passengers.
  • Get off the bus.

Pain point

  • Stand by the bus position and wait for the back door. But the bus is passing by.
  • The bus driver does not help to board the car.
  • The bus was about to leave without holding a wheelchair. I felt uneasy.
  • I only fixed the wheelchair and did not wear a seatbelt. I almost fell when the bus stopped suddenly. So I held the handle by force.
  • The wheelchair has been lifted from the anchorage. I was embarrassed.
  • The structure of the handle is inconvenient.
  • There was a high inclination of the inclination plate on the bus.
  • I could not get off the bus alone

Ideas to improve

  • Make sure that the wheelchair user can easily ride the bus. Install the notice unit.
  • The bus driver needs to know before boarding the car. Boarding notification systems are required.
  • The bus driver should be educated about the service
  • Bus drivers should know the slope of the bus
  • The shape of the handle must be changed. (parallel handle)
  • Changes to wheelchair retention devices are required. Periodic checks are required.
  • The bus driver should know the slope of the slope. Must be displayed on the instrument panel cluster.

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