HELPING HAND

Overview

In a 5-day service design workshop at the Copenhagen Institute of Interaction Design (CIID), our team of 4 participants from different backgrounds, were designing a service that would increase the desirability of shared transportation and would improve quality of life in Copenhagen.

PROCESSES & METHODS

Research

• Safari service + User Journey Mapping + Mapping the Ecosystem
• Guerrilla Interviews + Card Sorting + Fly-on-the-wall observation
• Synthesis + Insights + Opportunities

Design

• Ideation + Concept Development
• Prototyping + Testing

PROBLEM

Vulnerable passengers in Copenhagen face difficulties receiving the assistance they required when using public transportation. These individuals, often struggle to navigate public transit systems and secure the help they needed.

In the 6 years I have been sick, I have had maybe 5 good experiences on the train – said a girl with MS

SOLUTION

‘Helping Hand’ service is a multi-actor solution connecting users, providers, and stakeholders, offering:

• Enrollment

  Vulnerable travelers could join the program when diagnosed as needing special assistance. They received a unique travel card or access to a mobile application.

• Bus Stop Assistance

  Users could signal their need for assistance at bus stops by using their cards or the app.

• Driver Notifications

  Bus drivers received notifications about passengers with special needs waiting at bus stops, ensuring they were prepared to assist.

• Passenger Awareness

  Visual and voice notifications on the bus informed other passengers about the traveler with special needs, encouraging them to offer priority seating.

• Data Utilization

  Collected data could be used by public transportation providers for scheduling and by local authorities for infrastructure improvements.