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The purpose of this paper is to examine the effect of including customers with special needs in the design of cultural and heritage services before the actual experience takes place.

Inclusive research through co-creation took place in the city of Barcelona, Spain, in 2017, comparing the effect of including (Route 2) or not including (Route 1) customers with visual and learning difficulties in the service design process of heritage walking routes.

The results show that the most important encounter in the heritage site context is communication, although the usage and service touchpoints were also significant. In addition, results showed that the ideal encounter or touchpoint should take place before the stay.

This paper contributes to learning about the designing of cultural and heritage experiences and including people with special needs in the service design process before the actual experience takes place.

Following the COVID-19 pandemic, airports have begun implementing more digital technologies. While these technologies can enhance the airport experience for passengers on the autism spectrum, this population tends to be studied as a single segment. However, people on the autism spectrum have different preferences, skills and abilities and levels of acceptance of digital technologies. We aim to explore the acceptance of recently implemented digital technologies, self-service kiosks and other digital technologies such as biometric facial recognition in the airport environment among passengers on the autism spectrum, who are not a single segment.

We carried out an academic-industry collaboration project in 2022 at Barcelona’s Josep Tarradellas Airport with the Spanish airport operator Aena, Vueling Airlines, three associations representing people on the autism spectrum (stakeholders) and 60 participants on the autism spectrum recruited by the three associations. Interviews were conducted during the airport visits to compare airport experiences: Group 1 provided input on the traditional airport experience using manual or analogue processes, and Group 2 provided feedback on the airport experience using digital technologies.

The use of cluster analysis revealed three distinct segments: traditional, automated with assistance from others and digital. Our findings provide airports with insights into recently implemented digital technologies at airports for passengers on the autism spectrum.

This article brings new knowledge about passengers on the autism spectrum and their relationship with digital technologies in the airport environment, a topic that has not been previously studied.

This study empirically and comparatively examines two digital technologies that have been implemented as part of the experience of urban public transport during the COVID-19 pandemic in the city of Barcelona, the digitization of tickets and self-service technology in kiosks in the different operators of the metropolitan transport authority (ATM) environment. The study gives a voice to people with ASD and makes a theoretical and practical contribution to making urban transport increasingly digitized after the COVID-19 pandemic, more accessible and inclusive for the group, little observed so far.

The data collection consisted of a discussion group, ethnographic techniques and a visit to the Barcelona Metro (2022), and interviews after the visit through a semi-structured questionnaire with 12 participants with ASD. This study uses the critical incident analysis (CIT).

Results provide an extension of the attribute-based Dabholkar model (1996) that applies to the perception of the use of self-service technology, when using digital technologies in urban transport.

This redefinition of the current model of the perception of the use of technology, taking into account the needs of people with ASD, will enable better decision making by transport operators for previously neglected groups.