How do you redesign a transport system so it works for everyone? Jay Shen, Founder and CEO of Transreport, joins us to share how he is transforming accessibility in travel through purpose-led technology. What began as a single conversation about inequality has grown into the Passenger Assistance app—now used across the UK rail network and Japan, and recognised as one of the most accessible apps on iOS. His goal today is even broader: to establish a new global standard for inclusive travel.
Jay reflects on how Transreport’s hybrid B2C/B2B model delivers smoother experiences for disabled and older passengers while giving rail operators real operational value. He discusses the complexities of adapting the platform across 24 UK rail cultures and in new markets like Japan, and how this has shaped a system that can localise and flex to different needs. He also speaks to the trade-offs between innovation speed and making sure accessibility remains at the centre of every update.
At the heart of Jay’s philosophy is the belief that accessibility is delivered by people as much as technology. He explains why lived-experience users are embedded at every stage of development, why mission-aligned investors matter, and how AI could reshape how disabled people interact with travel systems. His message is simple: accessibility can no longer be an afterthought—and when you design for disabled communities, you improve travel for everyone.
Supported by Norman Broadbent: https://www.normanbroadbent.com/
Jay Shen