New York is making it easier for people with hearing difficulties to use its public transport following a technology trial by deaf-owned company Convo.

This pilot programme follows a successful initial Transit Tech Lab proof of concept with the three NY-regional transit agencies – Metropolitan Transit Authority (MTA), NJ Transit and Port Authority of NY/N. The Transit Tech Lab is a public-private initiative created by the MTA to make New York transit more accessible, responsive and efficient.

During the pilot, Convo will be introduced on a larger scale to demonstrate how Convo Access (convorelay.com/convo-access), an intuitive QR code system available round the clock through a simple smartphone scan, can transform how deaf transit riders and employees interact.

“It was incredibly gratifying to see deaf New Yorkers – some of whom have navigated this system their whole lives – finally get answers to long-standing questions and get the assistance they need in their native language,” said Craig Fogel, product manager at Convo. “Seeing their reactions was priceless, and I can’t wait to see even more people benefit from this.”

This modern approach brings instant, on-demand sign-language interpretation to transit locations throughout the NY and NJ metropolitan areas. Transit authorities can deploy QR code stickers immediately across their locations, operating on a cost-effective basis without hardware installation.

Initial deployment in summer 2024 at Penn Station, Times Square and Port Authority locations achieved a 94% activation rate, with users reporting enhanced personal connections and more natural interactions with transit staff.

“Convo Access is more than a tool – employees and riders will be able to greet each other and have conversations beyond directions and train times,” said Convo CEO Jarrod Musano. “Together with our partners at the MTA, NJ Transit and Port Authority of NY/NJ, we’re creating a transit system where everyone feels empowered and welcomed.”

MTA chief accessibility officer Quemuel Arroyo, added: “Providing real-time and direct communications between our deaf or hard-of-hearing customers and our employees is mission critical to all of us here. Redesigning our operations for universal access means leveraging all new options, including tech innovations that help us enhance and recreate our customers’ experiences while using public transportation. We are excited for all we will learn from this pilot and look forward to hearing from customers about their experience with Convo Access.”

Convo (convorelay.com) is a deaf-owned company that has transformed lives through conversations for more than fifteen years. Operating in five countries and offering services in ten languages, Convo provides intuitive, on-demand sign language interpreting technology to ensure every interaction is seamless and impactful.

TheTransit Tech Lab (transitinnovation.org) was launched by the Partnership Fund for New York City in 2018 in partnership with the MTA to apply technology to address critical transit problems.