Key Takeaway: Potential areas of improvement include audible wayfinding at bus stops and Metro stations, audible information regarding temporary changes in service, and signage pointing to accessible boarding locations and designated stroller areas.
Bus Stop Wayfinding
All stops in the system — approximately 3,500 — are marked by some kind of marking or signage. At stops with sign poles, the agency’s legacy signs date from the 1970s and many are in a poor state of repair. In 2018, we started replacing legacy signage with upgraded signs, which we plan to install at all 3,500 stop locations. The signs will indicate the span of service, the terminal for each route, and also will include accessibility information about the wheelchair ramp access — signage will state if the stop is fully accessible, if a wheelchair user is recommended to use caution to access the ramp (e.g. because of a steep grade or narrow sidewalk), or if the stop is not considered accessible because the ramp cannot be deployed.
So far the SFMTA has installed 370 new signs systemwide. At rail and other high-volume stops, the signs include a small lantern at top, which helps to better illuminate the sign in low light conditions.
In addition to the pole signs, bus stops with shelters and available electrical power (approximately 570 in the system) have text-based digital signs that display arrival time information and service alerts, as well as Push-to-Talk buttons that provide audible information. While Push-to-Talk buttons can greatly improve the ability of visually -impaired passengers to navigate the system safely, there are limitations to their reliability if not functioning properly, as well as to how comfortable some riders are touching a public surface.
The SFMTA is currently piloting the use of designated ramp deployment areas at our most constrained bus stops. At these locations a square universal symbol of accessibility is placed on the sidewalk, to aid intending passengers in knowing exactly where the ramp will be deployed.
Rail Station Wayfinding
In Muni Metro stations, the SFMTA provides signage to indicate the location of key points such as fare gates, fare machines, elevators, escalators, exits, and platforms. Partnering with the Metropolitan Transportation Commission, many of our downtown stations have information kiosks which provide both digital and visual information about the transit lines that serve the station area, their next arrival times, and nearby points of interest. This regional signage is static and does not have currently include audible accessibility features for those with vision impairments.
Downtown rail stations are identified by distinctive print signs, as well as required braille signs. Audible announcements and overhead signs communicate upcoming train information, making this information easily available to all, including blind, low vision and deaf and hard of hearing customers.
The information provided includes the light rail line designation and number of minutes until arrival. Booths adjacent to fare gates are staffed by station agents, who can also provide wayfinding guidance.
The SFMTA has also placed decals to help mobility-device users navigate discrepancies in station accessibility.
Certain aboveground stations feature platforms with ramps that line up to the front door of the first car of Muni metro trains. These "mini-high" platforms are not available at every aboveground stop; they are only located at key street-level metro stops. At these stations, mobility-device users are only able to get on and off the train by using the front-most door of the train.
To help these passengers make sure they are in the right place, the SFMTA has placed decals on the Eastbound platforms of underground Muni metro platforms to guide mobility-device users to the train car doors that align with above-ground wayside platforms.
Temporary Signage and Wayfinding
Transit routes are often rerouted for special events or construction. Information on reroutes are provided online at www.sfmta.com/travel-transit-updates and on social media. The SFMTA also posts physical signs at all affected stops, letting riders know where to board and how long the reroutes will be in effect. If needed, in-person ambassadors will stand at stops to answer questions and give directions. This service is provided based on foot traffic, the complexity of the reroute, and whether the stop is a critical transfer point. All signs are provided in four core languages: English, Chinese, Spanish, and Filipino. Riders also have the option to call 311 for additional language assistance. Ambassadors are also be placed based on their language capabilities. In underground stations, information is provided via audio announcements. However, there agency currently does not provide audible announcements at above-ground stops or stations, even those with Push-to-Talk buttons.
For long-term construction projects, temporary signage is dictated by a contract between SFMTA and the contractor. For all projects, contractors are required to provide signage every 100 feet along the project corridor notifying passersby of construction activity and providing 24-hour contact information. Public information officers may review these signs to ensure that the language and design are inclusive and easy to comprehend. These notices are often ripped down or damaged due to weather conditions.
In response, contractors have placed the signs high up on poles. However, this practice reduces the legibility of the notices and constitutes an additional challenge for wheelchair users and people of shorter stature. Signage is also required for temporary parking and bus stop removals. For bus stop removals, contractors must include wayfinding information indicating the location of temporary bus stops. General wayfinding information is only required if included in the contract. Public information officers are often only brought on to a project after the contract has been finalized. As such, accessibility and wayfinding considerations are often neglected. Ensuring that contracts prioritize accessibility will require cultural and process changes.
SFMTA often provides signage beyond what is legally required. This includes an “open for business” campaign in conjunction with the Office of Economic of Workforce Development, directing patrons to businesses along the affected corridor. SFMTA may also provide information regarding community meetings and events related to the construction project, allowing people in the area to learn more about the project or provide feedback. SFMTA also provides online information forecasting the construction timeline and end date. This information may be provided on the agency’s website or via email. Lastly, SFMTA often provides signage and distributes door hangers notifying nearby residents and business owners of forthcoming construction.
Unfortunately, multilingual access is provided at the contractor’s discretion unless legally required or specified in the contract. As such, much of the signage associated with long-term construction projects is only provided in English. Furthermore, much of the information is provided visually, presenting a major barrier for those who are blind or low-vision. Ambassadors may be placed at affected sites to help direct pedestrians. However, it is highly infeasible to provide this service for the entire duration of the project. Some projects also include QR codes on associated signage, allowing pedestrians to access information online and in multiple languages. However, this process is not required or standardized.