This project was completed as part of my Advanced Topics in Interaction Design class. Three other students and I conceptualized a new service that aimed to help improve paratransit in Baltimore. We conducted user studies and created personas and tech prototypes.

1. U-AIM
Angelia Thompson, Arlene Barrow, Derek King, Wyatt Haversack
IDIA 712 | May 16

2. 38%
don’t have access to a vehicle have an annual income of <20k are living with a disability
Sources: The Baltimore City Health Department and SeniorCare
125,057
That’s the number of people living in Baltimore who are over aged 60. And
this number is only expected to grow.
38% 36%

3. How might we help Baltimore
seniors who don’t drive get
where they want to go reliably,
safely, and affordably?
Problem Statement

4. Top Available Transit Services
Bus, Circulator, & Rail
Pros
● Inexpensive
● Variety of routes offered
● Accessible
Cons
● Unreliable
● Often late
● Limited to trips near bus stops
● Requires getting to/from bus stop
● Frequent stopping and long waits
Lyft, Uber, & Taxis MobilityLink
Pros
● Choose your own destination
● Door-to-door service
● Minimal wait times
Cons
● Expensive
● Lyft and Uber have limited
accessibility accommodations
● Lyft and Uber require a smartphone
and some tech savviness to use
Pros
● Choose your own destination
● Door-to-door service
Cons
● Strict eligibility criteria excludes many
● Unreliable
● Often extremely late
● Penalization system is daunting
“I did use Lyft in the very beginning, but the
price has gone up and up and up. And it's
hardly worth paying $20 or $30 to go up to
Trader Joe's.”
“There's mobility issues in my age group
with even getting to the bus.”
“The problem is that it excludes a lot of
people. You have to have a doctor say that
you can’t get to a bus stop to use it.”

5. Action in Maturity (AIM)
is working to solve these
problems
AIM is a transportation service specifically for
Baltimoreans seniors. For $15/year and a low
per trip cost, members can catch AIM’s
door-to-door grocery shuttle or a group bus to
several special destinations each month.
Image Source: AIM

6. AIM’s challenges
● Operates on a shoestring budget
● Overwhelmed by current demand
● Door-to-door model, combined with recent
high usage, can result in extreme delays
● Members have no say in destinations
“I once waited two and a half
hours for my AIM bus pickup.
And it was freezing cold. I
sheltered in a hair salon. I
can't trust it now, so I don't go
anywhere.”

7. Service Proposition
Putting Baltimore seniors back in the driver's seat of their lives.
U-AIM enables Baltimore seniors to get where they want to go reliably,
safely, and affordably by combining subsidized door-to-door taxi rides
with a streamlined AIM bus service to crowdsourced destinations.
Book an upcoming trip by
phone or app to reserve a bus
seat and schedule taxis
Introducing U-AIM
Take a taxi to AIM’s center
(and back home), subsidized
by MDOT partnership
Wait comfortably in AIM’s
center before taking the bus
directly to desired destination
Suggest new destinations at
any time and vote on trips for
upcoming months

8. Our Process

9. Topic & Initial
Stakeholder Map Baltimore seniors
who don’t drive
Seniors’ family
and/or caregivers
Transit service
representatives
Transit driver
Baltimore City Health
Department Aging
Services staff
Core
Involved
Informed
Influencing
Seniors’
doctor
Action in Maturity
support staff
Policymakers
Topic: Supporting Baltimore
seniors who don’t drive.

10. “There's mobility issues in my age group with even
getting to the bus.”
“The timing on the buses? They make it up. The
schedules are a joke.”
“It's very important to know if you're going to be
waiting for one minute or 25 minutes. I have to
watch the weather, you know. It has to be not too
cold, not too hot, not rainy, not snowy.”
“There's a difference between what I wish I could
travel to and what I can get to. It’s actually really,
really limited.”
“I once waited two and a half hours for my AIM bus
pickup. And it was freezing cold. I sheltered in the
hair salon. I can't trust it now. So I don't go
anywhere.”
“The last thing I want to be is a person who is
thought of by my children as being dependent. It's
more important for me to keep my relationship with
my kids than to be able to go to Trader Joe's every
couple of weeks.”
“I have to be kind of desperate to take a bus. I have to
really, really, really need to go somewhere, which
means I'm home almost all the time.”
“The bus is like a seven or eight minute walk. And at
the moment that's outside my walking range.”
“There's no benches or anything. So I have to be
strong enough that day to stand and wait in case it
takes longer.”
“There's no bathrooms anywhere. If I drink tea, I will
need a bathroom. Which means I either drink tea to
get the energy to go somewhere, and it has to be
really close, or I don’t and don’t have the energy to.”
“Using public transportation at my age takes a great
deal of energy and time.”
“Some days I wake up, and I feel like I'm dragging my
body, and then I don't walk anywhere. And some days
I wake up, and I'm like, ‘Okay, I can walk.”
“I did use Lyft in the very beginning, but the price
has gone up and up and up. And it's hardly worth
paying $20 or $30 to go up to Trader Joe's.”
“Waiting for a couple of minutes? I feel safe with that.
But not if I might be there 20 or 25 minutes.”
User Interviews
“I lost control when I stopped driving.”
“If all of the buses arrived where they said they were
arriving and left when they said, I could take a chain
of buses, which would just be astonishing. And I
could go everywhere. I'm limited to only three bus
lines right now.”
“The problem is that [MobilityLink] excludes a lot of
people. You have to have a doctor say that you can’t get
to a bus stop to use it.”
“When I decide to get a Lyft, it's for if I have to go
see my primary care physician or something.”
“Hidden within all of that is sort of like negative
transit use: avoidance of Baltimore's actual transit.”
“I was a little late… as [the shuttle] was turning, I
could see my whole workday flash before my eyes.”
“Once winter shows up, my way of traveling really
changes completely.”
“I also just thought about storage… If I'm going to
go pick up batteries, I could walk wherever... But if
I’m getting groceries, that's very different.”

11. Research Synthesis

12. Users want to use a transit service so
they can run errands and get out of
the house, but public and
commercial options are either
unreliable or unaffordable.
Insight Statement

13. How Might We Statements
● understand what available transit will
meet their needs?
● more easily arrange for transit?
● more easily get to their drivers from
their destination and vise versa?
● more comfortably wait for transit to
arrive?
● feel safe using public transit?
● provide feedback on their transit
experiences so it can be improved?
● trust public transit?
● get the reliable, affordable, and flexible
transit services they need?
● who have a range of age-related
physical needs (including vision,
hearing, and mobility impairments)?
● who have a range of comfort with and
access to technology?
How might we help users…
● complete necessary errands, like
getting groceries and going to
appointments?
● more easily get to the fun places
they want to go?
● access off-the-beaten path
locations?
● build or maintain their sense of
community by enabling them to
visit other people and spaces?
● connect with people going to the
same place they are so they could
rideshare or carpool?
● plan their trips ahead of time, while
accounting for day-of variables
(weather, road closures, etc)?
How might we help users…
● make commercial (or
commercial-quality) transit services
more affordable?
● ensure the timeliness of the main
bus?
● ensure the timeliness of the
MobilityLink bus?
● ensure the timeliness of the AIM
bus?
● mitigate the paratransit driver
shortage?
● provide more transparency into the
timing for all public transit pickup?
● take advantage of any available
government funding to subsidize
the cost of transit for seniors?
How might we…

14. How might we help users
get where they want to go
reliably, safely, and
affordably?
Problem Statement

15. Persona
Development

16. Independent Iris
Iris is a former nurse who lives with and cares for her
81-years-young husband. Ever since she retired two
years ago, she’s been determined to live her life to
the fullest. She enjoys spending time with her
husband, three adult children, and seven grandkids,
and she loves playing bridge with her girlfriends.
While Iris was a frequent driver until recently, she had
to give it up due to her worsening arthritis and recent
cataract surgery. She’s never been unable to drive
before and is having a lot of trouble adjusting.
Iris’s Story
● Age: 73
● Occupation: Retired nurse
● Location: Remington, Baltimore
● Education Level: College degree
● Retirement Income: $45,000/year
About
● To run errands for herself and her husband.
● To socialize with her friends and family.
● To get out and enjoy her retirement!
Wants & Needs
● Iris is still in the early days of losing access to
driving, and she’s really missing the freedom
that it gave her.
● She’s never had to use public transit before,
and she’s overwhelmed by the logistics of it.
She’s also disappointed by how few of her
favorite spots are on the bus line.
● She tried Lyft and really liked it, but it’s too
expensive for her to take everywhere.
Pain Points
● Walking short
distances
● Lyft
How Iris is Comfortable Getting Around
● Carpooling with
friends and family
● Is the bus safe? Will I just end up stranded in
some unfamiliar place?
● Will there be a bathroom when I need it?
● Will I be able to get groceries home?
Worries
Constraints
Tech Savviness
Hearing
Vision
Mobility
I want my freedom back. I used to be able to
drive wherever I wanted whenever I wanted, but
now it feels like I can’t get anywhere I need to go.
“
”
Image Source: Getty Images

17. Working Wendy
Baltimore’s bus schedules are a joke, but after 40
years, I’ve figured out how to manage.
Wendy’s been working at a local daycare center for
35 years, and she’s lived alone ever since her
husband died. While she’d love to be able to retire, it’s
just not in the cards for her financially right now.
Besides her increasing difficulty hearing, Wendy has
no physical complaints. She’s still comfortable driving,
but the bus is just much more affordable. And after
using Baltimore’s public transit for several decades,
she’s found routes for most of her work and personal
needs.
“
”
Wendy’s Story
● Age: 65
● Occupation: Child care provider
● Location: Pigtown, Baltimore
● Education Level: High school diploma
● Income: $30,000/year
About
● To get to work
● To run errands for herself
● To socialize with people her own age
Wants & Needs
● Wendy’s found bus routes that will get her to
the places she needs to go, like work and
appointments, but she’d like to be able to get
out and socialize with people her age. And the
bus system just isn’t set up for that.
● Wendy lives on a limited income, so while she’d
love to use transit options that give her greater
control over her schedule — like driving or Lyft
— she just can’t afford them.
Pain Points
● Bus
● Walking
moderate
distances
How Wendy’s Comfortable Getting Around
● Carpooling with
friends and family
● Charm City
Circulator
● Will the bus be on time today? I can’t be late
for work again.
● I hope the weather’s not too bad today, since
the bus stop’s a decent walk from work.
Worries
Constraints
Tech Savviness
Hearing
Vision
Mobility
Image Source: Getty Images

18. Resigned Richie
It’s hard being cooped up in my house all day, but
I don’t want to be a burden to my wife.
Ever since his left leg had to be amputated for his
diabetes, Richie’s felt like he can’t do anything on his
own. His wife has been an amazing caretaker, but he
hates that she’s had to keep working so they can
make ends meet while he’s stuck at home.
His daughter does take him out every so often in her
car, and that’s always the highlight of his month. But
he wishes that the things he used to take for granted
were easier, like taking his dog to a park on his own.
“
”
Richie’s Story
● Age: 81
● Occupation: Retired mechanic
● Location: Cherry Hill, Baltimore
● Education Level: No degree
● Retirement Income: $18,000/year
About
● To get out of the house and see new things.
● To spend time with new people.
● To take his dog to a park.
Wants & Needs
● Richie has a lot of guilt about how much his
wife is doing for him. So while he’s isolated and
lonely a lot of the time, he’d never tell her that.
● He and his wife are barely scraping by, so he
doesn’t have much wiggle room when it comes
to paying for leisure activities.
● He hasn’t looked into public transit options
because he doesn’t see much point; he doubts
they’d accommodate his needs.
● Richie doesn’t have a smartphone, so he can’t
access mobile-only apps.
Pain Points
● Being driven
by his wife
How Richie’s Comfortable Getting Around
● Being taken out
by his daughter
● Will I be stuck in the house for the rest of my
life?
● I don’t want to bother my wife about taking
me out; she already does so much for me.
● Will I be safe if I go out on my own?
Worries
Constraints
Tech Savviness
Hearing
Vision
Mobility
Image Source: Getty Images

19. Ideation

20. Storyboard
Prototype

21. Prototype
Testing
&
Results
Lessons Learned
● It might be hard for users to manage taxi bookings, so
that’s something that AIM should coordinate
● A tracking app for caregivers is unnecessary; texts are
all that’s needed
● Trips can get booked up fast, so a waitlist option would
be helpful
● Some users pay by check, so make payment part of
the booking process
● Have the pick up/drop off
location always be at AIM
● Offering both phone and app
options is great for supporting
users with a range of abilities
● Loved the text alerts and the
crowdsourcing features!
● The cost of taxis was a real
concern

22. MDOT
By partnering with AIM, MDOT could significantly
reduce the ridership burden on MobilityLink, while
gaining access to new sources funding.
Benefits of Proposed Partnership:
● There is significant overlap between AIM
and MobilityLink’s customers. Expanding
AIM’s usage will reduce Baltimore senior’s
reliance on MobilityLink and mitigate the
problem of paratransit driver shortages.
● Expanding MDOT’s underutilized Call-a-Taxi
program (which is separate from
MobilityLink) will broaden AIM’s reach
without adding to the paratransit workload.
● The Call-a-Taxi program can be further
funded through additional federal, state, and
local sources.
Additional Funding Sources
There are many federal, state, and local grants and
funds that U-AIM could tap into to fund new systems,
personnel, equipment, and offerings.
Potential Funding Sources:
● FTA Section 5310 funds projects that decrease
reliance on paratransit services. It could be
used to fund the taxi service, new booking
system, and additional buses (as needed).
● The National Aging and Disability
Transportation Center regularly awards grants
to community projects like U-AIM.
● The CCAM Program Inventory lists 130
additional Federal programs that fund
transportation projects designed to serve
older adults and other vulnerable groups.
● Sliding scale premium service options.
Assessing Feasibility: Partnering & Funding

23. Finalized
Stakeholder Map
Non-driving Baltimore seniors
Seniors’ family
and/or caregivers
AIM operators
AIM bus drivers
MDOT MobilityLink
program
coordinator
Core
Involved
Informed
Influencing
AIM route coordinator
Grant
providers
Taxi drivers
Taxi operators
MDOT Call-a-Taxi program
coordinator

24. Value
Flow
Diagram
Taxi operators AIM operators Baltimore seniors
Seniors’ family
and/or caregivers
Grant providers
MDOT MobilityLink
program coordinator
Taxi drivers
AIM bus drivers
AIM route coordinator
MDOT Call-a-Taxi
program coordinator
Key
Money
Transit Service
Trip Ideas
Feedback
Trip Information
Customer Service
Scheduling
Route Planning
Care & Support
Customers
Reduced Burden
Safety

25. Customer
Journey Map

26. Journey Stage Awareness Sign Up Trip Scheduling Making the Trip Returning Home Follow Up
Steps ● Iris sees a Facebook ad for U-AIM
and is intrigued, so she decides to
look into AIM's website
● Iris glances at AIM's upcoming trips
and is interested
● She decides to sign up, and is guided
through the site's registration process
● She sees she can assign points of
contact to get alerts if she's running
late or if there are issues, and is
intrigued
● After getting her husband and
daughter's permission, she adds them
as POCs to her profile
● Iris browses through AIM's upcoming
trips
● She selects the upcoming trip to
Cylburn Arboretum and books it
● She then receives an email and text
confirmation, directing her to look at
the "My Trips" section of her AIM
account for details
● The morning of her trip, Iris
receives a text alert letting her
know that her taxi is on its way.
● Iris takes the taxi to the AIM
center.
● She waits in AIM's center for about
10 minutes, making small talk with
the other seniors who filter in.
● The AIM operator lets everyone
know that the bus is ready to be
boarded.
● Iris then takes the bus to Cylburn
Arboretum
● Iris receives a text letting her
know that her bus driver is
running 10 minutes behind due
to traffic.
● She then receives a text that
her bus driver is 10 minutes
away, so she starts making her
way to the pickup point with
her group.
● Iris boards the bus and takes it
back to the AIM center.
● She waits about 5 minutes,
then is told by the AIM
operator that her taxi is ready
for her.
● Iris takes the taxi home.
● About an hour after Iris
arrives home, she receives a
text from AIM asking her to
review her experience.
● At the end of the month, she's
asked if she'd like to vote on
next month's trips.
● Iris votes on her favorite trip
options.
● She's then asked if she wants
to submit a suggested
destination for a future trips,
which she does.
● At the beginning of the next
month, Iris receives a text and
email letting her know that
the new trips have been
announced in the monthly
bulletin.
Thoughts ● "I really want to get out of my
house and meet people my own
age, but I can't afford to take any
more Lyft trips this month."
● "Will this meet my needs, or will it
be as confusing as the regular
bus?"
● "I love that they asked about any
special needs so I could alert them of
my recent vision problems."
● "I can't wait for the Cylburn
Arboretum day trip! I hope I meet
some fun people my own age."
● “How will the taxi service work?”
● “I hope I’m not late to the bus!”
● "Look at all these people my age!"
● "Waiting in the AIM center sure
beats standing at a bus stop."
● "I'm glad that they let me know
that the bus was running late; it
was actually nice to have the
extra time to peruse the
arboretum."
● "I was worried that I'd miss my
bus, so it's so nice to be
reminded of my pickup time."
● "That was so fun and easy. I
can't wait to sign up for my
next trip!"
● "I love that I get to help
choose the bus's
destinations!"
● "I'd love to get to the beach
sometime this summer; I hope
my suggestion gets picked."
Touchpoints
Actors
Feelings ● Curious about what the service is
like.
● Skeptical that it will meet her
needs.
● Impressed with the variety of trips
offered
● Relieved that the process is so
straightforward and that her family
will know where she is.
● Excited about her trip.
● Impressed with how affordable the
service is.
● A little nervous about what the
actual day-of experience will be like.
● A little nervous that the taxi will
be late.
● Impressed with how easy and
streamlined the process was.
● Pleased with the trip, the
company, and the service.
● Reassured by regular check-ins.
● Confident that she'll us the
service regularly now that
she's done it once.
● Excited about the possibilities
this opens up for her.
● Thrilled to be able to provide
input into the AIM bus routes.
● Excited to use the service
again.
● Engaged with the AIM
community and invested in
being a part of it.
Opportunities ● Reach new customers on the
channels they're already on.
● Turn existing customers into
advocates to reach more people.
● Keep the sign up process simple and
streamlined to support a range of
comforts with technology.
● Provide an overview of how the
process works for end users to
alleviate worry about what to
expect.
● Communicate with customers
regularly to remind them of
necessary actions.
● Provide transparency into any
delays and the reasons behind
those delays to build trust with
customers.
● Gain feedback on how the
service is working for people
and on additional desired
routes.
Name: Iris
Age: 73
Occ: Retired
Scenario: Iris is looking for ways
to get out of the house and enjoy
her retirement now that she can’t
drive, She came across AIM, and is
interested in trying out the new
U-AIM service.
Map Key
Text
Facebook
AIM Website
Email
Taxi
AIM Center
Bus
AIM Bulletin
Iris
Iris’s Family
AIM Driver
Taxi Driver
AIM Operator
AIM Route
Coordinator

27. Service
Proposition
Development
Gain Creators
Products
& Services
Pain Relievers
Gains
Pains
Customer Jobs
Text-based voting
system for trip
destinations
Crowdsourced
trip destinations
Centralized booking,
scheduling, payment,
and coordination
system
Text alerts for designated POCs
App or phone
tree for account
information
Bus
trips to
desired
areas
Text alerts
for delays
Phone-based registration
and scheduling option
Taxi service
coordination and
scheduling
Text reminders for pickups
App-based registration and scheduling
option
Ability to go where they want to go
Sense of independence and autonomy
Sense of community
Streamlined, efficient trip
Easy planning
Sense of safety
Socialization with people her age
Direct communication
Trust in the transit service
Easy to find information
Sense of community
Feel
safe
Run
errands
Get out of
the house
Socialize with people her age
Choose places
they'd like to go
Confidence
in service
Accommodation for
hearing impairments
Affordability
Access to a bathroom
most of the time
Accommodation
for limited mobility
Go to off the beaten
path locations
Accommodation for people
with visual impairments
Public transit in
Baltimore is confusing,
overwhelming, and unreliable
On-demand services that
provide greatest autonomy
(taxis, Lyft, Uber) are too
expensive
Bus stops are often
inaccessible
Feels stuck and unable to get out in a
safe, reliable, and affordable way
Information on available transit
options that will meet their needs
is hard to find
Bus stops have
no bathrooms
and limited seating
AIM trips stop frequently and riders
are stuck on the bus for a long time
AIM buses are often late and unreliable
No way to provide
input into current
AIM destinations
No way to provide
input into bus routes
Supports a variety of hearing, visual, and mobility needs
Provides up-to-date
information on any delays
Provides ability for seniors to meet and form connections with people their own age
Supports users' independence and autonomy Better access to bathrooms
Allows for easy trip planning
Provides a safety net
through POC options
Provides a safe and
reliable experience
Provides easy-to-find
information on upcoming trips
Provides easy information on
available trips
Affordable way to get where they want to go
Streamlines the time spent on the bus
Provides a convenient, accessible, and climate controlled place to wait for the bus
Reduces the amount of time
riders spend on the bus
Allows users to provide input into trip destinations
Mitigates delays, resulting
in more reliable service
U-AIM puts Baltimore seniors back in the drivers' seat of their lives. The service enables non-driving seniors to get
where they want to go affordably and reliably by combining subsidized door-to-door taxi rides with a streamlined bus
service to crowdsourced destinations.
● Trip destinations are crowdsourced and voted on by customers every month
● Door-to-door taxi can take seniors to and from AIM's center simultaneously
● Streamlined routes from AIM's center to desired destinations, with no stops required along the way
Benefits of the service:
● Reduces the burden on AIM's drivers, enabling them to take streamlined routes to desired destinations
● Reduces the burden on MTA's MobilityLink service, providing a streamlined option that meets the needs of a large
portion of their customers
● Reduces the wait time for customers, providing them with a streamlined and straightforward experience, while also
providing them with more control over their transit experience
U-AIM: Putting Baltimore seniors back in the driver's seat of their lives.
U-AIM enables Baltimore seniors to get where they want to go reliably, safely, and affordably
by combining subsidized door-to-door taxi rides.
● Book an upcoming trip by phone or app to reserve a bus seat and schedule taxis
● Take a taxi to AIM’s center (and back home), subsidized by MDOT partnership
● Wait comfortably in AIM’s center before taking the bus directly to desired destination
● Suggest new destinations at any time and vote on trips for upcoming months
Service Proposition Development Refined Service Proposition

28. Service
Blueprint

29. Service Blueprint
Journey Stage Awareness & Sign Up Trip Scheduling Making the Trip to the Destination Returning Home Follow Up
Time 10 – 20 minutes 10 – 15 minutes 2–6 hours 5 – 15 minutes
Evidence Website Website, Phone, Email, Text Text, Taxi, AIM Center, Bus, Destination Text, Destination, Bus, AIM Center, Taxi Text, Email, Bulletin
Customer Actions
Frontstage Actions
Backstage Actions
Support Systems &
Processes
Employee
Technology
Line of Interaction
Line of Visibility
Line of Internal
Interaction
Employee
Technology
Visit
website
Select, Book,
& Pay for Trip
Create
Account & Set
Preferences
Browse
Options
Phone
Support
Displays
Available
Trips
Displays
Booking
&
Payment
Database
of Trips
Prompts
User to
Register
Updates
Trips Each
Month
Database
of Users
Trip Itinerary
Email & Text
Alert
Scheduling
System
Account
MGMT
System
Payment
System
Take
Taxi
Text
Alert
Sent
Check in
at AIM
Take
Bus
Arrive
Automated
Messaging
System
Checks
in Riders
Taxi
Drives
to AIM
Taxi is
Dispatched
Scheduling
System
Bus Drives
to
Destination
Bus is
Dispatched
Take
Bus
Check in
at AIM
Take
Taxi
Arrive
Home
Text
Alert
Sent
Automated
Messaging
System
Checks
in Riders
Bus
Drives
to AIM
Bus is
Dispatched
Scheduling
System
Taxi
Drives
Home
Taxi is
Dispatched
Complete
Survey
Vote
On
Trips
Automated
Messaging
System
Read
Bulletin
Write
Monthly
Bulletin
Bulletin
Email & Text
Alerts Sent
Communicates
with Driver
Text
Survey
Sent
Voting
Text Sent
Profile is
Created
Account is
Added to
System
Payment is
Processed
Bus Seat
is
Reserved
Taxi is
Scheduled
Inputs
Trip
Updates
Communicates
with Driver
Inputs
Trip
Updates

30. Refined
Prototypes

31. Storyboard
Prototype
#1

32. Storyboard
Prototype
#1

33. Storyboard
Prototype
#1

34. Storyboard
Prototype
#2

35. Storyboard
Prototype
#2

36. Storyboard
Prototype
#2

37. U-AIM App Prototype
https://xd.adobe.com/view/50aac471-2
aca-4c65-aac0-2262e70a28a3-05f9/
Prototype link:
The prototype was designed to be:
● Extremely simple
● Easy to navigate
● Flexible (able to call at anytime)
Onboarding Home Screen

39. CREDITS: This presentation template was created by Slidesgo,
including icons by Flaticon and infographics & images by Freepik
Thanks!

40. Sources
● “7 things you probably didn’t know about paratransit,”
National Express Transit.
● “Accessibility In Public Transport – What Other Countries Are
Doing,” SPD.
● “Action in Maturity - About Us,” Action in Maturity.
● “Best in Class: How These 7 European Cities are Leading
Smart Transit,” DDS Wireless.
● “Bind the gap: Resolving transit’s first-and-last-mile
challenge,” Metro Magazine.
● “Bold transportation policies needed for Greater Baltimore
and Maryland,” Baltimore Sun.
● “Best Practices: Paratransit Innovation & Efficiency,” Mass
Transit.
● “CCAM Program Inventory,” Federal Transit Administration.
● “CHARMcare MTA MobilityLink (Paratransit) Program,”
Baltimore City Health Department.”
● “Denver’s Paratransit Service Expansion Includes Groceries,
On-Demand Rides,” Next City.
● “Enhanced Mobility of Seniors & Individuals with Disabilities -
Section 5310,” Federal Transit Administration.
● “The Era of Microtransit: Keeping Baby Boomers Mobile
Without Breaking the Bank,” Senior Living News.
● “For Disabled People, Inclusive Transportation Is About Much
More Than Lifts And Ramps,” Forbes.
● “FTA Section 5310 Enhanced Mobility of Seniors and
Individuals with Disabilities,” National Aging and Disability
Transportation Center.
● “FY2023 Maryland Senior Rides Program Grant Application
Package,” Maryland Department of Transportation.
● “How does paratransit work?” Ecolane.
● “Hyundai Enables LA with Universal Mobility Services,” Auto
Connected Car News.
● “Innovative Technology to Improve Transit Services of or
Disabled Travelers,” Caltrans Division of Research,
Innovation and System Information.
Desktop Research
● “2019 Profile of Older Americans,” The Administration for
Community Living.
● “Age Before Beauty – A Guide to Interface Design for Older
Adults,” Toptal.
● “Age-Related Hearing Loss,” National Institute on Deafness and
Other Communication Disorders.
● “Baltimore, MD Senior Guide,” SeniorCare.
● “Baltimore, Maryland Wheelchair Accessible Travel Guide,”
Wheelchair Travel.
● “Common Causes of Vision Loss in Elderly Patients,” American
Family Physician.
● “Commuting Patterns of Older Workers With a Disability: Drive
Less, Travel Off-Peak Hours,” US Census.
● “Designing for Older Adults: Learnings,” Tech Enhanced Life.
● “Income Sources of Older Households,” US Census.
● “MD Resource Guide for Aging Drivers,” Maryland Department of
Transportation.
● “Meeting the needs of a Growing Aging Population in Baltimore
City,” Baltimore City Health Department.
● “New Report Finds Stark Transit Inequity in Baltimore City,”
Johns Hopkns Bloomberg School of Public Health.
● “Older Adults and Perceptions in Self-Driving, Ride-Hailing
Services,” National Council on Aging.
● “Older Americans 2020: Key Indicators of Well-Being,” Federal
Interagency Forum on Aging-Related Statistics.
● “What Are the Top Jobs for Older Workers?” Urban Institute.
● “Usability for Seniors: Challenges and Changes,” Nielsen Norman
Group.
● “UX accessibility for elderly — 12 principles,” UX Planet.
Persona & Usability Research
● “Lack of MobilityLink drivers leaving Baltimoreans stranded
for hours,” WBALTV.
● “The Least and Most Wheelchair-Friendly Cities for Public
Transportation,” Cheapism.
● “Low-cost public ride-hailing makes inroads in rural U.S.,”
Thomson Reuters Foundation.
● “MTA agrees to improve mobility/paratransit service in
settlement,” Baltimore Sun.
● “MTA MobilityLink Cornerstone Plan,” Maryland Department
of Transportation.
● “MTA MobilityLink/Paratransit Services Ride Guide,” Maryland
Department of Transportation.
● “MTA Mobility service, down 500 drivers since 2019, reports
worst on-time rate in 5 years,” Baltimore Sun.
● “NADTC Grants,” National Aging and Disability Transportation
Center.
● “New Coalition to Seek Creation of a Transit Authority for the
Baltimore Region,” Maryland Matters.
● “On-demand-public-transport,” L.E.K. Consulting.
● “The three biggest challenges facing paratransit today,”
National Express.
● “Transportation for an Aging Population: Promoting Mobility
and Equity for Low-Income Seniors,” San José State
University and the Mineta Transportation Institute.
● “Understanding how customers feel about paratransit will
help us fix it,” Metro Magazine.
● “Via takes over Berlin paratransit service for people with
disabilities: “BerlMobil” service can now be booked online and
through a mobile app,” Via.
● “What is paratransit?” Regional Transit Service.
● “What is the TaxiCard Program?” Baltimore City Health
Department Division of Aging & CARE Services.