Uber and Accessibility
The importance of differentiating between an app’s policies and its designs.
“While (these) accessibility issues do seem to exist, it is important to differentiate between Ubers policies and the Uber app itself.”
With its IPO doing less well than expected in its first 24 hours, Uber has once again become the topic of conversation. While some see the platform as an amazing way to help solve urban mobility issues, others view it as a greedy company taking advantage of its “partner” drivers. Another recent complaint against Uber was about its lack of accessibility to riders with disabilities. In fact, The New York Times reported that the “Disability Rights Advocates” have filed a lawsuit claiming that Uber was discriminating against riders with disabilities due to the lack of handicap accessible vehicles.
While these accessibility issues do seem to exist, it is important to differentiate between Ubers policies and the Uber app itself. The Uber app displays countless examples of good accessibility design. Uber was even recognized as one of 18 companies leading the way in supporting people with disabilities.
There have been quite a few features that have been implemented to help drivers that are hard of hearing. Instead of an audio notification, Uber drivers see a flashing light when there is an incoming ride request. Once they match with the driver, riders receive a notification letting them know that their driver is deaf/ hard of hearing. The ability to call the driver is turned off and the riders instructed to message their drivers if necessary. This feature reduces the number of canceled rides deaf drivers see as a result of missed calls from riders. Drivers who are deaf across the U.S. have collectively earned more than $10 million — all by helping people get around their communities.
Riders who are hard of hearing can also use the app with ease as they to can message their driver instead of calling if need be. Audio is not needed for full functionality of the Uber app. Assistive technology such as visible and vibrating alerts can help riders know when they’ve received a notification.
With VoiceOver iOS, Android TalkBack, and wireless braille display compatibility, Uber enables the accessibility of riders who are blind or have low vision.
Integration with Siri also assists Blind or Low vision riders with ordering a ride:
Uber has also been working on ways to increase accessibility for senior citizens over 65 who currently make up 10% of the global population. Senior citizens are concerned about mobility as they age. Many senior citizens become reliant on cars and buses to get around as it becomes harder to walk. Another issue that senior citizens are facing is the lack of adaption to technology. Uber was able to provide a feature that would solve all these issues by creating a feature where users can order rides for their loved ones. If a user requests a ride away from their current location, the app will ask if the ride is being ordered for someone else. You can select a contact, and Uber will send a text to the number with the driver's information.
Although Uber does seem to have policy and transparency issues, its design sends a very different message. By designing its app to be even more accessible, Uber is actually doing good for the thousands of riders that would otherwise be extremely limited with their mobility. Uber is an example of an app that does its best to find solutions for those who need them which in turn helps improve the app for everyone.
