Serving Markets of One ThroughAccessible Air Travel Technologies

@BCurtisDavidson @OpenDoorsOrg #airports #Accessibility Universal Access in Airports Conference

07 October 2014

Bill Curtis-DavidsonExecutive Architect, IBM Accessibility

Open Doors Organization

Accessibility = Engaging Individuals

2Serving Markets of One Through Accessible Air Travel Technology@BCurtisDavidson @OpenDoorsOrg #airports #Accessibility

“The success of enterprises and institutions, and their impact on the world, will increasingly be determined by how easily they engage with individuals. We see a great opportunity to design for accessibility fundamentally from the start and to enhance the abilities of individuals through technology – and we intend to lead.”Ginni Rometty, IBM Chairman, President & CEO22 July 2014

“We believe that technology can bridge individual differences, enable a diverse pool of talent in the workplace and improve lives. We are at a crossroads where we can begin to personalize every experience and integrate technology in ways that will be very powerful.”

Frances West, IBM Chief Accessibility Officer22-July-2014 Press Release announcing IBM’s first Chief Accessibility Officer

Business Imperative for Accessibility

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Airlines 2020: Substitution and commoditization. Two developments the global airline industry can no longer afford to ignore. IBM Institute for Business Value

Business Imperative for Accessibility

4Serving Markets of One Through Accessible Air Travel Technology@BCurtisDavidson @OpenDoorsOrg #airports #Accessibility

Airlines 2020: Substitution and commoditization. Two developments the global airline industry can no longer afford to ignore. IBM Institute for Business Value

Business Imperative for Accessibility

5Serving Markets of One Through Accessible Air Travel Technology@BCurtisDavidson @OpenDoorsOrg #airports #Accessibility

Airlines 2020: Substitution and commoditization. Two developments the global airline industry can no longer afford to ignore. IBM Institute for Business Value

• To address substitution and commoditization, airlines must maintain cost discipline and introduce some element of segment specificity or travel integration.

• Segment specific offerings should address disabilities, situational impairments, age and other human factors.

• Implication: Know the customer segments, know their needs (including access), support them through their entire journey

Business Imperative for Accessibility

6Serving Markets of One Through Accessible Air Travel Technology@BCurtisDavidson @OpenDoorsOrg #airports #Accessibility

“The purpose of this rulemaking is to ensure that passengers with disabilities have equal access to the same air travel-related information and services that are available to passengers without disabilities through airline web sites and airport kiosks.”

“In the Department's view, equal access means that passengers with disabilities can obtain the same information and services on airline Web sites and airport kiosks as conveniently and independently as passengers without disabilities.”

Nondiscrimination on the Basis of Disability in Air Travel: Accessibility of Websites & Automated Kiosks at U.S. Airports. Docket ID: DOT-OST-2011-0177. Came into effect on 12-Dec-2013.

Accessible Air Travel Technologies

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Accessible Location & Services Data

Accessible Technology Strategy

Accessibility Monitoring Tools

Infrastructure Technologies

WebsitesKiosks Mobile &

Wayfinding Apps

Customer Self-Services Technologies

Accessible Air Travel Websites

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Websites

WCAG 2.0 Conformance TestingAccessible Web Design & Dev

Accessible Air Kiosks

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Kiosks

Conform to U.S. Section 508 Self-Contained, Closed Product Standards

Controls and latches– Controls and latches should be reachable and operable with one hand/minimal

dexterity– Provide alternative forms of user identification for biometric identification– Provide alternative input methods for touch screens or touch-operated controls– Products shall be usable by people with disabilities without requiring an end-user

to attach assistive technology to the product Keys and Keypads

– Provide the status of all locking or toggle keys visually and either through touch / sound

– Provide keys which are tactilely discernible without activating them– If key repeat supported, delay before repeat shall be adjustable to at least 2

seconds. Key repeat rate shall be adjustable to 2 seconds per character

Color and Contrast– Use color as an enhancement, not as the only way to convey information or

distinguish keys, controls and labels– If user can adjust color and contrast settings, provide range of color selections

capable of producing a variety of contrast levels. Provide a range of color selections if you allow the users to adjust the color and contrast settings

Audio– Provide ability to adjust volume. Provide

function to reset volume to default level after every use

– Provide industry standard audio connector to allow for private listening. Provide ability to interrupt, pause, and restart audio

Timing– Provide alert before timed responses

expire; allow user to indicate more time is needed

– Avoid causing screen to flicker with a frequency

Accessible Air Kiosks

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Kiosks

Interoperability between Hardware, Platform Software & Check-In Apps

Accessible Air Kiosks

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Kiosks

Examples of Use by Persons with Disabilities

Image of blind man with headset using the Accessible IBM Airline Self-Service Kiosk. The person has tactilely located the EZ Access® keypad and is using it and the speech output to complete the check-in transaction.

Photo of John D. Kemp, Executive Director & General Counsel, US Business Leadership Network, using the Accessible IBM Airline Self-Service Kiosk with his prosthetic hand while seated in his wheelchair.

Accessible Mobile Apps

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Mobile & Wayfinding Apps

Accessible Mobile Design/Dev Mobile Access Stds Conformance Testing

Accessible Wayfinding Apps

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Mobile & Wayfinding Apps

Apps that locate users, get personalized info to access environment, create accessible routes and guide the user on their journey, provide 2-way help and assistance services.

Ability Filter in User Profile: Captures user preferences and overall needs (e.g. mobility assistance, blind/low vision, deaf/hard of hearing, cognitive, etc. Applied to filter content and adapt UI.

Accessible Location & Services Data

14Serving Markets of One Through Accessible Air Travel Technology@BCurtisDavidson @OpenDoorsOrg #airports #Accessibility

Capture and management of accessibility information (mobility, vision, hearing, cognitive) from multiple stakeholders, used to provide personalized info to travelers.

Airport OperationalDatabase

Air Carriers

Hotels

Dining

SnacksTaxis

Parking

Transit

Buses & Shuttles

Accessible Location & Services Data

Accessibility Monitoring Tools

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Accessibility Monitoring Tools

.

Web & Mobile Test Tools Compliance Tracking Customer Behavior Analysis

Accessible Technology Strategy

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Accessible Technology Strategy

IBM Uses its Enterprise Accessibility Operational Model, an Industry Best

AIR TRAVEL INDUSTRY FOCUS4-5 weeks total timeWeb & Kiosk Accessibility Compliance, option to include Mobile Apps

Assess Accessibility As-Is State

Determine Accessibility To-Be State

Conduct Accessibility Gap Analysis

Develop Accessibility

Roadmap

Define Accessibility Next Steps

Accessible Technology Strategy

17Serving Markets of One Through Accessible Air Travel Technology@BCurtisDavidson @OpenDoorsOrg #airports #Accessibility

Accessible Technology Strategy

IBM Uses its Enterprise Accessibility Operational Model, an Industry Best

• PREPARATION: 1-2 weeks to prepare depending on urgency• DAY 1: Airline As-Is State: Facilitated discussions re: In-scope websites and kiosks; Organization,

Policies, Standards, Design/Dev/Mgmt Processes, Customer Service, Procurement, Tools, Training.• DAY 2: Airline To-Be State: Deep dive on solutions for web, kiosk and mobile accessibility, then

discuss a possible to-be accessibility state to bring the airline into best practice.• DAY 3: Gap Analysis & Outline Roadmap: Definition of gaps between as-is, to-be states. Outline

potential roadmap elements.• POST-WORKSHOP: 1-2 weeks to prepare workshop report. IBM will outline the accessibility

initiatives that the Airline might pursue to close the gaps. IBM will then develop a roadmap with recommendations for how the initiatives should be pursued.

AIR TRAVEL INDUSTRY FOCUS4-5 weeks total timeWeb & Kiosk Accessibility Compliance, option to include Mobile Apps

Engaged Individuals Improve Outcomes

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Engage individual travelers / customers through personalized apps, that use the shared data environment to provide accessibility info/guidance throughout their journey, and presented in adaptable UIs.

Serving Markets of One Through Accessible Air Travel Technology@BCurtisDavidson @OpenDoorsOrg #airports #Accessibility

Engage with Us to Innovate

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Brad IversonAssociate Partner, Self-Service SolutionsIBM Travel & Transportation brad.Iverson@us.ibm.com (224) 622-1633

Bill Curtis-DavidsonExecutive Architect & Accessible Transport ExpertIBM Accessibility wacurtis@us.ibm.com(404) 307-4607

Serving Markets of One Through Accessible Air Travel Technology@BCurtisDavidson @OpenDoorsOrg #airports #Accessibility