How to make a metro station accessible: a step-by-step guide
Diagnosis, code placement, integration with passenger information systems and team training. The methodology we apply in stations in Madrid, New York and Barcelona.
Every public transport station is different. Intervening in a historic metro station with multiple levels and connections is not the same as in a simple station with a single access and a single platform. However, the methodology to make it more accessible can follow a clear, agile and repeatable pattern.
The goal is not to "fill" the station with codes, but to identify the places where the information is genuinely useful for the traveller. In a station, those places usually fall into two main groups: points of interest and points of decision.
Points of interest are elements a person might need to locate: entrances, lifts, stairs, ticket machines, gates, platforms, toilets, customer service points, exits, real-time panels or interchange areas. Points of decision are those where the user has to choose which way to go: turn right or left, go down a level, choose a platform, follow a specific line or pick a particular exit.
For a person with a visual or cognitive impairment, or for any traveller who doesn't know the station, these moments are critical. An accessible station is not just a station without physical barriers: it is a station that provides clear, contextual information available right where the user needs it.
Phase 1: Initial walk-through
The first step is to walk through the facility and document it with photos and videos. This work can be done by the transport operator itself, simply and quickly, following a few basic guidelines.
During the walk-through, visual material is gathered for entrances, lobbies, corridors, ticket machines, gates, lifts, stairs, platforms, existing signage, interchange routes and exits. The images and videos make it possible to understand the actual layout of the station, detect complex areas and prepare the subsequent design work without multiplying on-site visits.
This phase has a practical purpose: to gain a clear view of how a person moves through the station and what information they need at each stretch of the journey.
Phase 2: Implementation plan
Based on the material collected, all critical points where NaviLens codes need to be added are identified on the station map.
These critical points include both the points of interest and the points of decision mentioned above.
The result of this phase is a functional map of the station: a clear representation of where the codes must be and what information each one should provide.
This step is key because it allows us to move from a generic view of accessibility to a concrete intervention, designed from the real user experience.
Phase 3: Designing the codes and the user experience
Once the points where the codes will be installed have been identified, the design phase begins. This is one of the most important stages of the project, because it is not just about generating NaviLens codes, but about integrating them correctly into the station and into the traveller's experience.
Three main elements are defined in this phase: the size of the code, the message or call to action, and the physical location.
The size of the code must be adapted to the expected reading distance and the environment where it will be installed. A code next to a ticket machine is not the same as one in a wide entrance or a high-traffic corridor. The aim is for the code to be easily detected by the app, even when the user doesn't know its exact location.
It is also essential to define a clear call to action. The user must understand that the NaviLens code is there because the transport operator has chosen to improve the accessibility and user experience of the station. It should be clear that they can scan it for free with the NaviLens or NaviLens GO app to receive useful, contextual and accessible information.
This message does not only help people with visual impairments. It also lets any traveller — tourists, older people, users who don't speak the local language or people visiting the station for the first time — understand that the system can help them get around better.
In parallel, we decide how to physically integrate the codes into the station. They should be incorporated into existing signage where possible, or into other elements already present in the environment. The integration must meet two conditions: the codes must be easily scannable and they must respect the station's aesthetics.
To make these decisions, the photos and videos gathered in the first phase are particularly useful. They allow us to assess heights, available surfaces, lighting, traffic flows, possible visual obstacles and coexistence with other signage elements.
Phase 4: Real-time data integration
In parallel with the analysis and design work, the NaviLens development team coordinates with the operator's IT teams on integration with the available information systems.
The goal is for the codes not only to offer static information, but also dynamic data useful for the journey. This can include arrival times, service status, incidents, platform changes, alternative routes or network-specific information.
To this end, NaviLens requests the necessary technical information from the operator and works with the available data sources. In public transport, these integrations are usually based on real-time information systems such as GTFS-RT or other formats used by each operator.
One example of this application is MTA in New York, where NaviLens is used to offer accessible orientation in stations and access to real-time service information. MTA itself describes NaviLens as a tool that enables wayfinding information within stations, stop location and up-to-date arrivals and service data.
Phase 5: Code generation and delivery
With the points defined, the design validated and the information ready, the NaviLens team generates the codes corresponding to each location and delivers them to the customer in less than a week, so they can be produced and installed in line with what was defined in the previous phases.
This delivery includes the information the operator needs to place each code in its corresponding location.
Phase 6: Training and communication
Installing the codes is only part of the project. For the solution to have impact, people need to know about it and how to use it.
It is therefore advisable to train station staff, especially customer service, security, maintenance and traveller assistance teams. They don't need to become technical experts, but they should know how to explain what NaviLens is, what it is for, how a code is scanned and what kind of information the user can receive.
It is also important to accompany the rollout with a communication campaign. This communication can take place at the station itself, on the operator's digital channels, on social networks, on the corporate website and in partnership with associations of people with disabilities.
It is also usually a good idea to run a test with local users during the early phases of the rollout. These users know the station better, their usual routes, friction points and the specific needs of the environment. Their feedback validates that the codes are well placed, the messages are understandable and the information provided is genuinely useful in real situations.
The message must be clear: the station incorporates a free tool for the user, designed to improve accessibility, orientation and autonomy for travellers.
Phase 7: Measurement and continuous improvement
One of the advantages of NaviLens is that it allows code usage to be analysed anonymously. Each scan can provide aggregate information about the point scanned, the time of use, the language or the type of device, always without personally identifying the user.
This data helps to understand how the solution is being used and where it can be improved. For example, it can detect heavily used codes, underused points, areas where signage should be reinforced or locations where the traveller needs more information.
Accessibility should not be understood as a one-off action, but as a process of continuous improvement. A station changes: routes are modified, services are updated, new needs emerge and user habits evolve. That is why it is important to periodically review how the solution is performing and make adjustments when necessary.
Conclusion
Making a public transport station accessible is not just about removing physical barriers. It also means providing clear, understandable information available at the exact moment the traveller needs it.
The NaviLens methodology allows this process to be tackled in a structured way: first the station is documented, then critical points are identified, the integration of the codes is designed, real-time data is connected, the codes are generated and finally the rollout is accompanied by training, communication and usage analysis.
The result is a station that is easier to understand, more autonomous for people with disabilities and more useful for every traveller.