One strategy that really makes a difference when it comes to equity in smart infrastructure projects is actually involving the community from the start, especially the people who are often left out of these conversations. It's easy for big tech-driven projects to unintentionally cater to the more connected or wealthier parts of a city. But if you take the time to ask people—through community meetings, local surveys, or by working with grassroots groups—you get a better understanding of what's really needed and where the gaps are. Take something like smart public transit. If it relies only on apps or digital payments, what happens to people who don't have smartphones or bank accounts? By getting input early, you can find ways to make those systems work for everyone—maybe by keeping physical kiosks or offering text-based info for people without constant internet access. In the end, the goal should be to build systems that don't just look impressive, but actually improve daily life for all residents—not just a select few. Real equity starts with listening.
When rolling out smart infrastructure projects, like public Wi-Fi or digital kiosks, it’s crucial to consider the digital divide that exists in many communities. From my own experience, conducting thorough community engagement early in the process can highlight potential inequities. This involves organizing community workshops and public forums where residents can voice their concerns and needs. It's important that these forums include diverse groups from various parts of the community to get a well-rounded view. Another key approach is to partner with local organizations that already serve underrepresented populations. These groups often have deep insights into the community's specific needs and can help tailor the infrastructure projects accordingly. For instance, collaborating with local schools and libraries can facilitate tech education and access, making the technology more approachable and useful to everyone. Remember, the goal is to make everyone's life easier, so keeping an open line of communication and really listening can go a long way.
When I was redesigning our booking system for Mexico-City-Private-Driver.com, one piece of information changed everything for me: over 40% of users who abandoned bookings were using lower budget Android phones and slower connections. That's when I had the epiphany - equity in smart infrastructure is not about the hardware; it begins with accessibility by design rather than limiting access by design. One of the strategies that I think is tremendously useful is to design all your digital touchpoints first for the lowest tech user. In my case, designing for the lowest tech user meant reducing our booking flow to 3 steps, removing all the extra images, compressing files, and showing pricing in pesos as opposed to USD. It worked, we improved our completion rate on mobile from 46% to 81% in just two months. Equitable access in mobility is more than ramps or routes- it includes digital equity, language clarity, and UX that is understandable. Now we offer feedback in both Spanish and English, and we make sure our quotes don't require users to think about extra costs or options for luggage. The level of transparency, especially for travellers or locals without credit cards, builds trust and promotes usage. In any smart infrastructure project, whether it's mobility, water or internet access, equity begins by identifying the unseen frictions that low-income or excluded- by-technology users must overcome. Build for them first, and everyone else will be better off. That has been our north star in growing a business that respects where people are going from, not where they are going to.