As micro-mobility becomes an integral part of urban transportation networks, it is imperative for companies to prioritize equity in their provision of mobility services. Spin, a shared e-scooter service, enlisted Gehl to redesign ‘Access,’ a program strategy aimed at addressing mobility equity. This transformation sought to secure operational licenses within cities and, in the process, foster more equitable mobility outcomes.
Redefining Spin Access at Gehl Studio in San Francisco.
Interviews, observations, and design research led the team to focus on five improvements to make their service work for everyone: Active Inclusion, Easy Enrollment, Price Transparency, Reliable Availability, and Low-Tech Redundancies.
In late 2019, Gehl initiated an extensive process to analyze strategies that would enhance the accessibility of Spin services. Gehl conducted an “equity audit,” in collaboration with the design team at D-Ford, transit advocates from TransForm, and Toole Design,
The team employed a variety of methods to explore access and equity within Spin’s service as well as investigating the role of shared e-scooters in addressing mobility challenges in low-income communities. These methods included one-on-one rider interviews, surveys, site observations, operations monitoring, expert interviews, data analysis, prototyping, and community open houses. Informed by insights gathered, the team created numerous opportunities for listening and engagement, uncovering both clear prospects and challenging areas.
The result of this multi-method process was a set of Community-Informed Prototypes that enhance low-income access to Spin, accompanied by an easy to understand Equity Framework and a reimagined enrollment process for new users.
Gehl analyzed real-time scooter availability data against the most high-opportunity areas to connect riders to transit and jobs, allowing the team to understand the most critical gaps in availability.
Two open houses in two well-trafficked public libraries focused on testing and re-testing prototypes to receive feedback from Spin Access-eligible people.
Shadowed the San Francisco operations team as they deployed scooters.
Our interviews, observations, and design research led the team to focus on five improvements to make Spin's service work for everyone.
The insights, findings, and developed resources were captured and published via the SPIN ACCESS microsite, which features a step-by-step guide for using people-focused design research in equity initiatives.
Mobility is a key driver of urban transformation and quality of life. By approaching transportation and mobility challenges from a people-first perspective we help clients prioritize the human experience in everything from city-wide strategies to street corner improvements.
Inclusive engagement that meets people where they are. Listening to the community through research to build trust and better shape the environment to its users and visitors.