Creating an Informed Journey
Creating an Informed Journey
Service & Social Design
context
Collaboration with the Finnish Ministry of Transport and Communications
Finland aims to create accessible travel chains, but information across the transport system is fragmented, inconsistent, and hard to access — especially for users with accessibility needs.
methods
Stakeholder workshops · Interviews · System mapping · Benchmarking · Co-creation · Leverage points analysis
How might we turn fragmented transport information into a shared, accessible system that empowers travellers to move with confidence?
outcome
A Centralised Information System (CIS) concept enabling accessible, real-time travel information across the transport ecosystem
How might we turn fragmented transport information into a shared, accessible system that empowers travellers to move with confidence?
the challenge
Finland aims to create accessible travel chains, but information across the transport system is fragmented, inconsistent, and hard to access — especially for users with accessibility needs.
design question
How might we turn fragmented transport information into a shared, accessible system that empowers travellers to move with confidence?
key insights
Information gaps break accessibility: Critical real-time updates (disruptions, inaccessibility, crowding) often don’t reach users when they need them. Systems are fragmented: Multiple stakeholders interpret and communicate information differently, creating inconsistency and confusion. Users are passive - but shouldn’t be: Users hold valuable, real-time knowledge but lack a clear way to contribute it meaningfully.
Finland aims to create accessible travel chains, but information across the transport system is fragmented, inconsistent, and hard to access — especially for users with accessibility needs.
the concept
CIS - Centralised Information System A shared infrastructure that collects, processes, and distributes real-time accessibility information across the transport system. How it works: • Aggregates data from service providers, platforms, and users • Filters and verifies information through a central system • Redistributes relevant updates via existing apps and channels Users become active contributors, not just service recipients. The experience shift: • Before: Fragmented information · unreliable planning · low trust • After: Real-time updates · shared responsibility · empowered users The system supports smoother journeys, especially for people with accessibility needs.
How might we turn fragmented transport information into a shared, accessible system that empowers travellers to move with confidence?
value created
Users: Confidence · independence · trust in public transport Service providers: Shared responsibility · better coordination · improved reliability Government & system: Scalable framework for accessible, sustainable travel chains
How might we turn fragmented transport information into a shared, accessible system that empowers travellers to move with confidence?
