Client
Easton Council on Aging
Tools
Ethnographic Interviews, Observation, Double Diamond Model, Journey Mapping, Service Blueprint, Feedback Loop
Project Link
Report Download
The report can also be downloaded bellow.
Overview
Easton, a town in Bristol County, MA with a population of 23,112 habitants has for ambition to be more senior citizen friendly. Our team was tasked on understanding the pain points of transportation for the elderly, and propose possible short and long term solutions.
The Process
We used the double diamond model to research and identify transportation issues in Easton. After brainstorming solutions like ride-sharing partnerships and community-based programs, we applied service design tools to map the user experience and operational needs.
Our Findings
We discovered three major issues: limited service hours, as the shuttle buses only operate on weekdays from 8:30 AM to 4:00 PM; accessibility problems, since although the buses are ADA-compliant, drivers don't assist with boarding or carrying items; and inadequate coverage, as the service only operates within Easton and doesn’t extend to nearby areas like Boston.
The Results
We compiled our findings into a report and presented our findings and ideas to our client, the Easton Council on Aging, as well as a representative from AARP. The report can be viewed at the following link: https://www.bu.edu/ioc/files/2020/01/Easton_BU-MetroBridge-Report_Elder-Services-Fall-2019.pdf
