It is not enough to talk about user experience. You've got to start reframing the whole conversation about mobility to get people to talk about themselves as citizens, and not as users. This presentation was given at UXMK on 16th January 2020

1. Engaging Citizens in the
Future of Mobility
James Gleave
UXMK, 16th January 2020
@lab_mobility

2. People think and act differently as
citizens than they do as users

3. Myself as a user v. myself as a citizen

4. Designing for citizens v. designing for
users

5. The way that we frame the
conversation is incorrect
The User
What do you want?
“Free parking.”
“More parking.”
”Cheaper public transport.”
“More bike lanes.”
The Citizen
What is needed to benefit
everyone in your community?
“Help out the most vulnerable
first.”
“Streets where the kids can play.”
”Somewhere nice to sit.”
The Public
What do you need?
“To get to work.”
“Getting to my Doctors
appointment.”
“For the kids to get to school.”
“It to be safe to walk and cycle.”

6. Our streets are the one true commons.
You don’t experience it like a product.

7. Streets are an
interaction
between
movement and
places

8. Community Engagement is partly
about conflict resolution
• People have different
visions and feel
passionate about them
• Strong voices dominate
the discourse
• We provide neutral
ground to discuss and
debate

9. Its also about developing empathy for
unseen needs

10. Transport planners must design for all
and scale it. An opportunity everyone
misses.

11. Scaling in transport is hard
High Fixed
Costs
Poor utilisation
Low profits, or
More subsidy
+ =

12. Communities should set the direction
they want to go in, even if they are not
experts

13. Most
importantly, give
them the space
and opportunity
to make a
difference

14. Thank You
James Gleave
Director, Mobility Policy Lab
E: james@mobilitylab.org.uk | M: 07958 350159
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