The Problem
Washington State Ferries, operates the largest ferry system in the U.S., serving millions of passengers each year, including many who are d/Deaf or hard of hearing. However, its outdated communication systems and visual paging technologies create significant accessibility barriers and do not meet the requirements of the Americans with Disabilities Act (ADA).
A visual paging system shows important messages or alerts, allowing passengers who are d/Deaf or hard of hearing to access the same information.
These challenges not only disrupt the travel experience for passengers but also create operational inefficiencies for staff. To address these issues, Washington State Ferries needed a strategic, research-backed roadmap to modernize its communication systems, enhance accessibility, and ensure full compliance with federal regulations.
The Solution
To develop a strategic roadmap, we took a three-prong approach.
- Passenger insights: Conducted 8 ride-along interviews with d/Deaf and hard-of-hearing passengers to understand their real-world challenges and needs.
- Staff perspectives: Observed 29 Washington State Ferries staff across terminals and aboard ferries to uncover operational pain points and communication gaps.
- Peer agency research: Analyzed visual paging systems at 3 peer organizations to identify best practices and innovative solutions.
Our research identified 41 requirements – ensuring that Washington State Ferries new visual paging system would be effective, user-friendly, and tailored to its complex marine environment.
Anthro-Tech researchers asking a participant who is d/Deaf or hard of hearing to describe their experience in the Colman Ferry Terminal in Seattle.
The Impact
Armed with real-world insights and industry best practices, we developed a comprehensive roadmap for Washington State Ferries to transform its visual paging system. This actionable plan provides the milestones, strategies and implementation steps necessary to enhance accessibility – not just for the d/Deaf and hard-of-hearing community, but for all passengers.
Seattle Colman Dock, with WSDOT Ferry employee discussing the visual paging tablet (message selection screen) a the main desk.
