San Francisco Municipal Transportation Agency

San Francisco Municipal Transportation Agency (SFMTA)

Accessibility Needs Assessment

Equity-led outreach turned a technical Needs Assessment survey into inclusive citywide feedback grounded in disabled riders’ lived experiences, guiding SFMTA’s long-term transit decisions.

DEI / Equity Strategy, Community-Led Engagement, Multicultural Outreach, Market Research & Survey Support, Language & Access Services, Digital Marketing, Influencer Marketing, Accessible Merchandise

SFMTA’s Accessibility Services team had a clear need: turn a dense Accessibility Strategy Needs Assessment into citywide input. SFMTA had a 10-section survey in six languages, but needed people to find it, trust it, and complete it. D&A led an accessible outreach and engagement campaign—online and on the ground. We developed multilingual ads, a “Commuter Girl” influencer series, and the “Muni Keeps Everyone Moving” video to normalize accessibility.

We partnered with community organizations, used intercept surveys, offered paper, digital, and assisted options, then analyzed responses and delivered a findings report to guide future accessibility investments.

Equity-led outreach turned an accessibility survey into 1,379 disabled riders’ voices guiding SFMTA’s long-term transit decisions.

D&A partnered with SFMTA’s Accessibility Services team to turn a technical Needs Assessment into inclusive citywide feedback grounded in disabled riders’ lived experiences.