In a recent reflection on the “Diversity, usability and equal opportunities in autonomous vehicles” session organized by ICOOR at ITS Seville 2025 (link to the article here), John Paddington (ERTICO) explored the mobility challenges faced by Elena—a caregiver navigating daily travel without access to digital tools or a fixed schedule. Her story brought into focus the hidden barriers that automated transport systems must address to be truly inclusive.
Elena’s experience is just one among many. During the same interactive session, participants explored four other personas—each with distinct needs, fears, and motivations, regarding mobility solutions.
From an elderly man living in suburban areas to a young, non-binary student with a cognitive disability, each profile painted a powerful picture of how a “smart” transport solution may not feel smart – or safe – for everyone. Apart from Elena, the groups discussed on the mobility needs, concerns and motivations of the following personas:
- Maria, 29, single mother of a child with physical disabilities, depends on adapted vehicles.
- Karim, 38, migrant worker, low-income, night shifts, limited digital skills.
- Sofia, 82, lives alone in a suburban area with limited public transport. Recently lost her driver’s license.
- Luka, 19, student with a cognitive disability, enthusiastic about tech but anxious about travel.
By comparing the discussions from each group, uncovered some important lessons.
- Trust is everything – but it means different things to different people
Karim (82) and Luka (19) couldn’t be more different in age or experience, yet both share a core concern: trusting the system. For Karim, it’s about whether the technology will be understandable and reliable – will the vehicle show up, and can he afford it? Luka, on the other hand, is more concerned with feeling safe (the concept of security), avoiding profiling or discrimination, and having control over the travel experience (like choosing to ride alone).
- One app doesn’t fit all
Sofia (38) is tech-savvy and depends on digital tools to navigate her late-night shifts. She’d benefit from real-time support and flexible, low-cost booking options. In contrast, Elena (54), who lacks access to smartphones and prefers personal interaction, would likely be excluded from app-based services unless alternatives like SMS or call-centres are available. The groups emphasized that digital inclusion is just as important as physical accessibility.
- Accessibility isn’t just about ramps and space
Maria (29) travels with her disabled child and needs physical space and emotional safety. But the conversation around Maria showed that mobility for caregivers is complex – her trips could be multi-purpose and unpredictable. What she needs isn’t just a vehicle but a reliable, co-designed service that reflects her real life. This includes options to flag support needs in-app, and services that are not only technically available, but emotionally reassuring.
- Inclusion must be built-in, not bolted on
Across all five profiles, a recurring theme was the need for co-creation. Whether it’s Maria’s request for inclusive design, Karim’s call for clear communication, or Luka’s preference for modular sharing options, participants stressed that people must be involved in shaping these systems, not just adapting to them after they’re launched. Without this, future CCAM solutions risks serving the “average user”– a concept that doesn’t really exist.
- Safety, affordability, and dignity are universal needs
Despite differences in age, background, and abilities, some needs cut across every profile:
- Clear and inclusive communication
- Options for privacy and shared travel
- Trust in the system and those who design it
- Financial accessibility
- Human interaction where needed
As one group put it: “Be safe together, but feel free to be alone.” This simple yet powerful slogan captures the heart of the challenge CCAM faces – creating shared systems that are both inclusive and respectful of personal choice and autonomy. It’s essential to remember that the freedom to be alone isn’t about privilege, but about ensuring everyone’s needs are considered – especially for those with special needs, like cognitive disabilities or those facing risks like harassment. After all, true inclusivity is about giving everyone the space to feel safe, valued, and free to be themselves, in the way that works best for them.
