Serious Games: widening horizons through accessible travel simulations

Relevant RTS critical priority(ies):
Easy to use for all

There are over 14 million people with disabilities in the UK. Technology has a key role to play in making the railway passenger centric and easy to use.

Northern has been working with Chrome Angel Solutions and Totem Leaning to develop Serious Games an innovative new accessible travel simulation to support passengers who are anxious or need assistance, including those with disabilities or hidden conditions.

Users can download an app and then choose characters and scenarios that are aligned with their own needs and travel plans, to practice interacting with staff in a realistic simulated environment. The app can be used on phones, tablets, laptops and desktops. For a fully immersive experience the app can also be used with virtual reality headsets.

The app can give existing customers, as well as prospective customers who would like the opportunity to travel, the confidence to take the train and widen their horizons through train travel. This can help to address social isolation, create new opportunities for work and education, and connect friends and families.

Northern worked with the Northern Accessibility User Group (NAUG), an independent pan-disability railway user group, which helps advise on accessibility improvements across the operator’s services. In user group testing 100% of game players agreed the travel environment was both detailed and realistic and 91% of the panel agreeing that the simulated journey experience would make those with accessibility needs more confident in travelling by train.

The app takes away worries customers might have – such as where the ticket office is, whether the platforms are step free, whether ramps are available, how a wheelchair can be reversed onto a train etc – and helps them to plan their journeys in advance.

Further pilots, and demonstrations to a wider group of users from across the network, is planned. Angel Trains and Northern have also jointly funded virtual reality headsets for Community Rail Lancashire to take the game into classrooms as part of their educational programme that supports thousands of children each year.

The project won the Gold Award for Innovation at the 2022 UK Customer Experience Awards.