Mobility Aid HandlersÂ
Job aid for wheelchair handling in air travel.
Client
Canadian Transport Canada
Role
Associate Researcher, User Experience Designer
Duration
8 months
Challenge
This project addressed the ongoing difficulties of safely handling powered wheelchairs and mobility aids during air travel, where improper loading and securement can result in damaged equipment and accessibility barriers for travelers with disabilities. In collaboration with the National Research Council of Canada’s Centre for Air Travel Research, we conducted interviews, analyzed ground-handling operations, and designeda standardized job aid to support safer and more consistent handling practices.
Mobility Aid HandlersÂ
Job aid for wheelchair handling in air travel.
Approach
1. Qualitative research design – A qualitative approach was used to explore challenges in powered wheelchair handling in air travel, focusing on real-world practices and user needs.
2. Subject matter expert interviews – We conducted semi-structured interviews with wheelchair advocates, airline staff, wheelchair manufacturers, airport authorities, and standards experts to understand current practices and gaps.
3. Airport field observations – Observations at Ottawa International Airport with ramp, baggage, and check-in staff was conducted to captured real-world workflows and operational constraints.
4. Workflow analysis and prototype design – Current processes were mapped to identify issues, followed by the design of an initial job aid prototype.
5. Prototype testing at Ottawa Airport – The job aid was tested in live baggage handling workflows, with feedback from handlers, check-in agents, wheelchair advocates, and accessibility experts to refine usability.
Findings
1. Vital handling information – Safe handling depends on accurate, device-specific details such as weight, dimensions, battery type, lifting and strapping points, removable parts, and fragile components.Â
2. Need for standardization – SMEs highlighted standardization as critical for improving confidence and safety, with growing alignment toward industry standards such as RESNA.
3. Time and communication constraints – Ground handlers work under tight time pressures, limiting access to complex information. Clear, fast, and highly visual instructions were identified as an essential part of the job aid.
4. Training and knowledge gaps – Mobility aid handling relies heavily on inital on-the-job learning, with limited formal training for handling powered wheelchairs and mobility aids.
5. Workflows and system requirements – Airport observations revealed distinct handling processes for wide-body and narrow-body aircraft, both relying on judgment due to inconsistent information, informing job aid requirements for clarity, speed, durability, and standardization.
Solution
A standardized job aid system was developed to improve the safe handling and transportation of powered wheelchairs and mobility aids in air travel. Informed by feedback from ground handlers, check-in agents, wheelchair advocates, and accessibility experts, the system included visual stickers, reference cards, and instructional posters that communicate critical handling information quickly and clearly. The design prioritized accessibility, simplified icon-based communication, bilingual support, and durable materials suited for demanding airport environments.
​
The job aid system was designed to integrate into existing airline training and operational workflows, reinforcing standardized handling procedures and reducing reliance on guesswork. Future recommendations included piloting the system with airlines, expanding training programs, improving passenger pre-check-in communication, and developing digital resources to support broader adoption across the aviation industry.