Improving the User Experience for People with Disabilities in the Accessible Public Transportation System in Ciudad Juárez – Mexico

Abstract

Objective: The objective of this study is to investigate the experience of users of the adapted public transportation system in Ciudad Juárez, Mexico, to identify areas of opportunity that can enhance this service and promote more inclusive mobility. Theoretical Framework: The research is based on user experience approaches and the contextual deconstruction methodology, which allows for the analysis of how spatial, systemic, social, cultural, situational, economic, political, and temporal factors influence the perception of the service. Method: An exploratory study was conducted with the support of the Secretariat of Social Development. Data collection was carried out through interviews and direct observation, employing the ethnographic design method. Subsequently, the collected information was organized and classified into eight contextual structures to identify patterns and areas for improvement. Results and Discussion: The results show that the systemic and situational structures concentrate the greatest number of improvement opportunities, mainly related to operational organization, accessibility, and service conditions. These findings are analyzed considering the theoretical framework, highlighting the need to incorporate user-centered design criteria into the planning of adapted transport. Research Implications: Useful guidelines are proposed for public management and urban planning, which can guide the optimization of adapted transport services and strengthen social inclusion. Originality/Value: The study contributes an innovative methodological approach by applying the classification of contextual structures as an analytical tool, which facilitates the systematic identification of areas of opportunity and reinforces the role of citizen participation in improving accessible transport systems.