Flixbus accessibility redesign
October 2024
Self-intiated case
Case purpose
A few days ago, I was scrolling down my Facebook news feed when I came across a video from a TV2 Nord news section about a woman with a service dog who was denied access to one of Flixbus' transportation services. This was due to her being unaware of the rule for pre-36-hour registration. In the comment section, the opinions of those at fault were divided. Flixbus' website states this rule, but I noticed where on the website, and I can see why it was not visible to the woman who then saw the bus drive away from her.
Exploring their website to spot pain points during user tasks
Front page
I chose the Danish language to be displayed by trying to navigate it in the native language of the woman who was not allowed on the bus. By screening the front page, I saw what I expected of a public travel company. They offered many methods to gain more information without scrolling due to the menu on top, the quick search function to find travelling options, further information about reservations, tracking, and additional help to questions.
Front page
Scheduling bus ride page
The next page is fairly easy to navigate and while I am a fan of many filtering options, I assume it would be available once I click "Continue" ("Fortsæt" in Danish).
Scheduling a busride
Booking page
On the next page, a user would fill out their personal details, and there are more options to include, such as extra luggage before ordering and paying for the bus ride. Here is where I assume the woman would have had the option to include her service dog if it was needed to verify beforehand.
Ordering a busride
Help page
I remembered the Help button on the front page, most likely because I wanted to work on this case, so I do not necessarily assume other users noticed it. To understand how and where to register the service dog, I returned to the front page and clicked the Help button.
Overview of help services
Help site page for companions and guide dogs
I clicked on the second link under the Handicapped Passenger's section since it mentioned a guide dog. It was transferred to this almost blank page beneath with a paragraph header that reads "Registration of companion or guide dog". However, the above link concerns wheelchair accessibility, while the second one fits my chosen category. There seems to be a need to edit the labels and navigation on their website.
Help site for passengers who seek information about companions and guide dogs.
Page about service dog
Here we go! I found the information relevant for the woman and her service dog! With short and precise information, it states:
"Your travelling companion or assistance dog travels completely free of charge upon presentation of an official certificate stating that their presence is required at all times. Once you have completed your booking, we will reserve a seat for your travelling companion or guide dog. Simply contact our customer service at least 36 hours before departure. Click the Contact us button below and fill out the form".
But even with a clear explanation, it made me raise an eyebrow and ask:
1. "Does the user have to present a certificate when boarding the bus or beforehand online?"
2. "What if it is uncomfortable to call the customer service line for mental reasons?"
3. "If contacting customer service and the booking registration are connected, why not add this section on the booking page?"
Information about companions and guide dogs.
Registration form page
I explored the registration form, where the user can upload their certificate instead of calling customer service. But I noticed the scroll-down menu where you can pick between the registration of guide dog, wheelchair or other. Here, I think, what was the point of so many clicks of multiple pages beforehand getting to this registration if it leads to all kinds of accessibilty services?
Registration form
Redesign proposal
Front page
Showcase the information about service dog registration 36 hours beforehand.
Since the registration for wheelchairs is at least 7 days beforehand, I included it there as well.
My redesign of the front page
Booking page
When booking a seat at one of the Flix buses, I made sure to add three additional filters:
1. Companian
2. Guide- and service dog.
3. Wheelchair.
When the user clicks on the arrow, they can fill out the registration form and notice the necessary details while booting their seat.
This way, everything the user has to choose and fill out happens at the same time, so there is no need to navigate different pages to receive the necessary information.
Adding these three options underneath each other tells Flixbuses' customers that they care about accessibility, not only optimising their website to be more user-friendly but also showing that these services are free not once but three times. Even customers who do not require them will view Flixbus as a caring company. I doubt they would notice their excellent handicap services now based on the website since it requires many clicks to read about them outside the booking page.
My solution is a suggestion on how to change that.
My redesign of the booking page
Help site page
With many unnecessary steps to get to the information and registration (see chart below),
I redesigned it to have fewer pages by combining wheelchair, reduced agility, and guide dog pages and mentioning that they should fill out a registration form, which will be found during the booking.
Navigation overview
My redesign of the help page
To sum up, this is not a direct witchhunt against Flixbus
Showcase your empathic service more clearly
This self-started casework was not meant to push Flixbus under... well, the bus. I am sure they did not intend to make it challenging to find the important 36-hour registration role. For me personally, the main focus was not on who side I am on, the company or the woman who needs to travel with a service dog; it was the website and how to make the booking of a bus ride more user-friendly. My suggestion applies to both the woman and other future customers, but also to Flixbus. I can see what value the company brings, and my redesign can share more visible light on it.