§ Case study · Salem · MBTA Commuter Rail
Salem, in any language.
Keolis Commuter Services and Arcadis extend NaviLens beyond Boston: at Salem, entrances, MBTA Bus 455/456 stops, the main shelter, elevators and elevated footbridges are read aloud in 42 languages.
Salem
MBTA Commuter Rail — Newburyport / Rockport Line
Keolis + Arcadis
Operator and accessibility consultant
Intermodal station
Train + MBTA bus + parking + drop-off
42 languages
Multilingual voice readout
Client
Keolis Commuter Services
— Arcadis · MBTA · Salem
Salem Station is one of the busiest stops on the MBTA Commuter Rail's Newburyport/Rockport Line. It combines a parking structure, drop-off curb, MBTA bus stops, elevators and elevated footbridges connecting to the platforms.
Led by Keolis Commuter Services and Arcadis, the project replicates beyond Boston the accessible NaviLens layer already deployed at North Station. The goal: any passenger — international tourist, low-vision or blind rider, person with autism or cognitive disability — can navigate the station without reading signs or asking staff.
Challenge
An intermodal station in a tourist city.
- 01
A complex intermodal station
Salem combines commuter rail (Newburyport/Rockport Line), a multi-level parking garage, MBTA Bus 455 and 456 stops, passenger drop-off, elevators and elevated footbridges. A lot of information to integrate and many decision points for the rider — especially complex if you have low vision or don't speak English.
- 02
Year-round tourist traffic
Salem is one of Massachusetts' most visited destinations: famous for the 1692 witch trials, it draws millions of domestic and international visitors. The station is the main gateway to the historic centre and its shops, museums and festivals.
- 03
Inherited, scattered wayfinding
Boards reading «BERTH 4 / 456 Central Square, Lynn», «SALEM · DROP-OFF/PICK-UP» shelters, hanging «ALL TRAINS» banners, numbered elevators (1 and 2), footbridges with «ELEVATOR» signs… The signage works visually but excludes anyone who can't read the signs or doesn't understand English.
§ Solution
A NaviLens layer at every critical point.
Keolis and Arcadis install NaviLens codes at pedestrian entrances, regulatory poles, shelters, MBTA Bus 455 and 456 stops, numbered elevators, elevated footbridges and platform. The voice readout announces berth, line, elevator number or footbridge direction in the rider's language.
«KEOLIS · ARCADIS» decals coexist with classic QR codes, ADA pictograms and MBTA's existing signage — no construction or extra wiring.
§ Timeline
From North Station to Salem.
- Aug 29 2024
Salem in the MBTA pilot launch
Keolis Commuter Services and the MBTA officially launch the NaviLens pilot with live service at North Station and Salem from day one (MBTA release: «Service is live at North Station and Salem»). Salem was chosen for its volume, intermodal nature and international tourist appeal.
- Rollout
NaviLens codes at every critical point
«NaviLens Accessible Code · KEOLIS · ARCADIS» codes are installed at outdoor entrances, MBTA Bus 455 (Wonderland) and 456 (Central Square, Lynn) stops, the main «SALEM» shelter, numbered elevators (1 and 2), «ELEVATOR» footbridges, platforms and parking connections.
- Today
A station you can hear
Riders aim NaviLens GO from several metres away and hear in their language the berth number, bus line, station, elevator, footbridge direction or platform direction. The layer coexists with the classic QR, ADA pictograms and existing signage.
§ Journey
Salem Station, point by point.
Outdoor entrance
Pedestrian arrival to the station
The outdoor approach to Salem from the parking garage and Bridge Street side carries poles with NaviLens codes. The rider detects the station from afar and hears in their language which part of the site they're reaching.
Code pole
NaviLens · Keolis · Arcadis plaque
On the approach to the drop-off curve, a regulatory pole integrates the white «NaviLens Accessible Code» plaque branded «KEOLIS · ARCADIS». The voice guides riders to the main shelter, elevators and platform.
MBTA bus
Berths 455 Wonderland · 456 Central Square, Lynn
The shared stop for MBTA Bus 455 (Wonderland) and 456 (Central Square, Lynn) carries a NaviLens code below the berth panel. The rider hears the line, destination and berth number without reading the signs.
Platform
«ALL TRAINS» canopy
Beneath the concrete platform canopy, next to the hanging «ALL TRAINS» banner, a column-mounted NaviLens code indicates the direction of travel and the elevator connection.
Main shelter
SALEM · Drop-off / Pick-up
The maroon «SALEM · DROP-OFF/PICK-UP» shelter with accessibility, parking and bus pictograms integrates the NaviLens code in the top-right corner. The voice reads the station name, services and direction to accessible entrances.
Detail
Code on a brick wall
Close-up of the NaviLens code installed on a brick wall of the station, next to a long bench. High contrast and square format allow reading from several metres with NaviLens GO.
Elevator
ELEVATORS · Core level 1
The «1» elevator core in the parking garage carries a NaviLens code next to the ADA «ELEVATORS» sign, the location plate and intercom. The voice indicates the elevator number, destination and help button.
Elevator
ELEVATORS · Core level 2
On the upper parking level, the two «2» elevators repeat the NaviLens plaque and the blue location plate. Riders hear what floor they're on and the connection to platforms and footbridge.
Elevated footbridge
Yellow footbridge · ELEVATOR
The elevated footbridge with perforated yellow panels and Corten railings leads to the platform elevator. The «ELEVATOR» directional sign and the NaviLens plaque next to the doorway mark the accessible route.
Footbridge · Detail
Code next to the elevator core
Short view of the footbridge with the NaviLens code on the elevator core enclosure. The plaque explains you're entering the elevator that goes directly down to the MBTA-operated platform.
§ What they said
What they said at the pilot launch.
“The MBTA welcomes and supports every opportunity to make our system easier to access, especially for riders who depend on it most. I'm proud of the work by Keolis and our System-wide Accessibility team to provide the new NaviLens technology pilot for riders who are blind or with low vision.”
“Ensuring that all passengers can safely access the Commuter Rail is a top priority for Keolis. NaviLens has the potential to give riders who are blind or have low vision the confidence to independently navigate our stations. We're looking forward to partnering with the MBTA to pilot NaviLens at several other stations in the system.”
§ Results
A station for everyone.
Accessible intermodal station
Train, bus, elevator, parking and drop-off identified by voice in 42 languages
Multilingual wayfinding
Berth, line, platform and direction read in the rider's language
No construction or screens
Just NaviLens decals next to MBTA's existing signage
§ And your network?
Your next station can also speak.
Tell us about your network, your pain points and the KPIs you want to move. We’ll show you how NaviLens would fit —with comparable cases.
