Communicating passenger needs on public transport

Thistle Assistance is an initiative developed by the South East of Scotland Transport Partnership (SEStran). It is specifically geared towards improving the public transport experience for elderly and disabled people. A customisable card and app were developed with input from users and transport providers to bridge the gap between disabled and non-disabled passengers.

Many of us find public transport intimidating at times. We often need a bit of extra assistance to feel safe and comfortable when we travel. But it’s not always easy to communicate what our needs are, and no two people have the same requirements. Like its card counterpart, the Thistle Assistance app serves as a tool designed to let other people – such as transport staff and other travellers – subtly know what kind of support we require on our journey.

An accessibility-focused design overhaul

As part of a rebrand led by Hillside Agency, SEStran approached us to rebuild the digital version of their card. Thanks to our background in accessibility, we were able to collaborate with Hillside to improve on the disability language used in the original app, as well as help iterate on some visual elements. We went on to build the new and improved Thistle Assistance app, with a specific focus on ensuring compatibility with iOS and Android’s built-in accessibility features.

Supporting accessible travel during COVID-19

In the months following the app’s initial release, the COVID-19 pandemic struck, and it soon became compulsory to wear face coverings on public transport. It was decided that we should add a new sticker to the app, so users could easily and safely communicate their exemption to this rule to transport staff. During this time, Apple updated their App Store guidelines to prevent COVID-19-related misinformation, which complicated the process of releasing an update. We were able to liaise with the Apple team on behalf of SEStran, and then successfully release a version of Thistle Assistance that included the new sticker.

The app has now been downloaded by over 5 thousand users in Scotland. It has been a great help to wheelchair users, visually impaired people and carers alike, and has also proven useful during pregnancy. Thistle Assistance has shown itself to be an adaptable tool that has given users the confidence to travel independently when they might not otherwise have had it.