Mapeamento da Acessibilidade Percebida nos Serviços de Transporte Público

Abstract

This research aims to map customers' perceived accessibility to public transport services by relating users' experiences to the actual accessibility conditions of the transport system, including the physical characteristics of its infrastructure, facilities, and service interfaces. The study focuses on a set of personas with different permanent or temporary mobility restrictions, seeking to understand how these conditions influence their interaction with the service and their perception of accessibility. Grounded in a user-centred approach and the principles of Service-Dominant Logic, the research examines how passengers co-create value throughout their mobility journey while integrating concepts from Customer Experience, Service Design, and accessibility studies. The findings are expected to identify barriers and opportunities for improvement, supporting the development of more inclusive, efficient, and user-oriented public transport services.