Definition of Needs and Requirements for an Accessible Cabin on Regional Aviation

Abstract

The global increase in the number of passengers with disabilities in the aviation market raises the need for airlines to offer an inclusive service to these groups, which can represent a differentiation in the market. This paper is part 1 of a two-part series where it was proposed to apply a methodology inspired on Design Thinking, with tools such as persona mapping and user’s journey to define requirements and propose a concept for an accessible cabin. In this part, bibliographic research, with study of other papers that investigated the aviation market and mapped the complaints and needs of users with disabilities were initially carried out. The result of these researches served as the basis for the application of the methodology and definition of needs and requirements for an accessible cabin concept. It was concluded with this work that it is crucial to consider the needs of all stakeholders involved in the system for the good definition of the needs, that is, users, manufacturers, and airlines, since modifications to the cabin can affect important parameters such as cost and weight, and must be made to address points that can really improve the user experience. It was noted that research is limited for passengers with sensory impairments making it harder to clearly define their needs. Passengers with mobility restrictions, on the other hand, are better represented in research. Finally, the proposed list of needs demonstrates the potential to enhance the flight experience for passengers with special needs, potentially increasing their market share and overall satisfaction.