Z_Guerra_Portfolio

Xiomara Guerra
INDUSTRIAL DESIGN PORTFOLIO

About Z
Xiomara Guerra | xiolisa@gmail.com 1
Xiomara (“Z” for short) has always loved helping people.
Early in nursing school, a professor taught Z that nurses work with
the three H’s: Head, Heart, and Hands. That perspective proved
true throughout her career as a Registered Nurse, starting in
2005 in a medical surgical unit, and continuing on to prestigious
gastrointestinal endoscopy labs at USC University Hospital in Los
Angeles and Beth Israel Deaconess Medical Center in Boston.
In 2012 she joined a pilot program funded by the Center for
Medicare and Medicaid Innovation (CMMI) providing post-
hospitalization care management to reduce hospital readmissions.
Z recently moved to New York City to pursue an MFA in Industrial
Design at Parsons the New School for Design. She thrives on problem
solving and learning through making, driven by a passion for
improving quality of life and how humans care for one another.

Contents
03
A bamboo IV splint and
guard
24
A new tool to facilitate
crochet
18
A framework for mapping
interpersonal relationships
31
A children’s creative
activity
13
An improvement in
patient communication
08
A guidebook for staff
independence
12.Final Calibration steps
Please read the following instructions to the end before starting the
sequence.
Follow the prompts at the top right side of the screen.
 First click on then click on
 Within 20 seconds
position the catheter at
level of transducers
 Do not occlude the
sensors
 Program will read “low
level”
 When prompted by
computer, position
catheter 50cm above
transducers.
 Program will read “high
level”
 Wait for “Calibration
Succeeded”
 Click to save
calibration
Page 1 7/1/14 R6.0
Guide to
THE RIDE Service

The Cradle
03
A HANDCRAFTED BAMBOO
SPLINT AND GUARD FOR IVS
Challenged to find new uses for bamboo in a design
studio course, I explored the strengths and limitations
bamboo as a product material. It is lightweight, strong,
flexible, warm and inviting.
A powerful sentiment among hospital patients is a
sense of uneasiness with all the tubes, machines,
noises, smells, sensations, and more, that all adds up to
an uncomfortable and sometimes scary experience.
It is not uncommon to hear someone say that they felt
like just a number or a science experiment.
The IV is an important and small detail of a hospital
stay, but it is the small details that add up to impact
the overall experience.
Xiomara Guerra | xiolisa@gmail.com

A HAND IV IS NECESSARY BUT DIFFICULT
In the hospital, IVs are necessary and it is best practice
to place them in the hand. If something goes wrong
with an IV it can be replaced further up the arm.
An IV in the hand can be painful, especially when the
hand bends back at a sharp angle or when the tubing
bumps up against something. Too much movement in
the hand can dislodge the IV, requiring a new one be
placed.
Sometimes an armboard is used for stabilization.
Typically they are made of cardboard wrapped in
a plastic film. Other versions are made of injection
molded plastic, or may include polyurethane foam,
metal, elastics or Velcro.
Bending the wrist or bumping the tubing
causes pain or a dislodged IVIdeal hand position

THE USE OF NATURAL MATERIALS
ENHANCES A SENSE OF CARING IN THE
HOSPITAL
The shield protects against bumping and the splint prevents the
hand from bending too far.
The shield bamboo strips are sewn onto woven fabric made
of natural fibers such as jute or hemp. The splint is made of
laminated bamboo veneer. Future iterations will explore different
materials, such as molded fiber pulp coated with wax.
Like many healthcare products, it is disposable. Many hospitals
send waste to incinerators and it is important to consider what
toxins might be released when products are burned.

GOING BEYOND MEDICAL FUNCTION TO IMPROVING
THE DISRUPTIVE EXPERIENCE OF HOSPITALIZATION

Esophageal Lab
Handbook
08
Catheter sensorsSensor lumen connection site
Numbered
sensor lumens
Esophageal Manometry Water-perfused catheter
IMPROVE AUTONOMY OF
TEMPORARY STAFF
A self-initiated project while working as a staff nurse
at the Esophageal Lab at USC University Hospital in
Los Angeles, which specializes in tests and procedures
of the upper gastrointestinal tract. Work at the Lab
requires highly detailed and site specific knowledge,
which is easily forgotten when not practiced on a
regular basis.
At full capacity, the Lab requires three Registered
Nurses (RNs), but is regularly staffed with only two RNs
due to unstable demand. The third position is filled
as needed by a temporary nurse staffing agency.
Agency RNs are familiar with the lab but have difficulty
recalling processes and protocols due to infrequent
work there. Consequently, the agency RNs are limited
in the work they can do independently and require
coaching by a regular staff nurse who is busy with her
own patients.

THE HANDBOOK IS USED IN
STAFF TRAINING AND AS AN
ONGOING VISUAL REFERENCE
On busy days, the work load is more evenly distributed
among all nurses. Several agency nurses expressed
increased confidence in performing tasks independently.
As a result the lab is able to schedule patients with
more flexibility, thereby increasing patient access to lab
services without compromising standards of quality.
Pre-procedure Prep
Post-procedure Monitoring
Simple Endoscopy
Room and Equipment Prep
Esophageal Manometry
Manoscan Manometry
Esophageal pH Monitoring
Bravo pH Monitoring
Lab
Book
Pre-procedure Prep
Post-procedure Monitoring
Simple Endoscopy
Room and Equipment Prep
Esophageal Manometry
Manoscan Manometry
Esophageal pH Monitoring
Bravo pH Monitoring
REGULAR STAFF TEMPORARY STAFFINDEPENDENT IN:

12.Final Calibration steps
Please read the following instructions to the end before starting the
sequence.
Follow the prompts at the top right side of the screen.
 First click on then click on
 Within 20 seconds
position the catheter at
level of transducers
 Do not occlude the
sensors
 Program will read “low
level”
 When prompted by
computer, position
catheter 50cm above
transducers.
 Program will read “high
level”
 Wait for “Calibration
Succeeded”
 Click to save
calibration

Transducers
Water channels
Water chamber
Nitrogen Tank Valve
Nitrogen lines
Nitrogen wrench
Nitrogen Tank Valve
Water capillaries
(see below)
Water chamber
holder
Nitrogen tank

ManoScan Equipment and Calibration
ManoScan
Workstation
ManoScan
module
PC
Keyboard &
mouse
Calibration
chamber
Touch
screen
Connects to
Manoscan module
ManoScan Catheter 36 radial sensors
Marked at
every 1cm
2 Inactive
sensors
(Silver)
Marked with
red dots

THE RIDE
Info Sheet
THE RIDE
[John Doe], your Account ID Number for The Ride is: [123456]
Your temporary service with The Ride will expire on: [Feb 1, 2015]
Transportation will cost $3 each way
To access services:
1. Schedule your interview
To extend services beyond the expiration date you must go to an in-person interview in Charlestown.
The Ride will provide complimentary transport to the interview.
Call The Ride Eligibility Center at 617-337-2727, option 4
Monday – Friday: 8 AM – 5 PM
2. Add money to your account
By phone: Call 888-844-0355, option 2
Saturday – Sunday: 9 AM – 5 PM
You will need your Ride ID number and a debit card or major credit card
Funds post in 1 hour
Online: http://commerce.mbta.com
Funds post in 2 business days
In person: CharlieCard Store at Downtown Crossing Station
Monday – Friday: 8 AM – 5:30 PM
Accessible entrance is in the 101 Arch Street building in Downtown Crossing
3. Book your transport
Call [888-920-7433]
7 Days, Including Holidays: 8:30 AM – 5 PM
Trips must be scheduled no later than 5 PM the day before travel, and up to 14 days in advance.
For questions about The Ride call 617-222-5123
STREAMLINES IMPORTANT
INFORMATION ABOUT
TRANSPORTATION ASSISTANCE
A self-initiated project while working as a care
transitions nurse at the Post-Acute Care Transitions
(PACT) program at Beth Israel Deaconess Medical
Center in Boston. Patients who were discharged from
the hospital received close follow-up care by hospital-
based nurses coordinating with other healthcare
providers to reduce preventable readmissions.
Inadequate access to transportation is a common
barrier to receiving care, so the nurses routinely help
patients access transportation services. THE RIDE is
a shuttle service operated by the Massachusetts
Bay Transportation Authority (MBTA) available for
people who are unable to access regular public
transportation. Healthcare providers can expedite
applications and access temporary services until
the enrollment is complete. Patients are often
overwhelmed by the paperwork and application
process, leading to incomplete applications.
13

Apply for THE RIDE
and wait response
Record assigned
Rider ID number
(temporary service)
Call 1st phone
number to set
up interview for
permanent service
Call 2nd phone
number to add
money to account
Call to set up
transport
Determine 4th
phone number
according to map
Call 3rd phone
number (healthcare
provider) for medical
appointment
Go to interview
to establish
permanent service
THE APPLICATION PROCESS IS
OVERWHELMING AND CONFUSING
Usually provided
verbally only, often
forgotten or lost.
Important step often
misunderstood,
skipped, or put off
until past deadline.
For most patients
this is an unecessary
step, most live in
the same region/
phone number area
Can be frustrating
because it can
take a long
time depending
on provider
Calling so many
numbers can
become frustrating
and not usually
done in one sitting

7/1/14 R6.0
Guide to
THE RIDE Service
Page 2 7/1/14 R6.0
TABLE OF CONTENTS
What is THE RIDE? ......................................................................................................3
Fares ............................................................................................................................3
Adding funds to your RIDE account ..............................................................................4
Scheduling RIDE trips...................................................................................................5
Trip Negotiations...........................................................................................................7
Transfers ......................................................................................................................7
Travel times ..................................................................................................................7
Cancelling trips and No-Show/Late Cancellation policy.................................................7
On the day of your trip ..................................................................................................8
Subscription service......................................................................................................9
More travel options for RIDE customers........................................................................9
Keep your profile current.............................................................................................10
Driver assistance ........................................................................................................10
Appropriate behavior on THE RIDE ............................................................................11
Other tips ....................................................................................................................11
Compliments/complaints.............................................................................................12
Access Advisory Committee to the MBTA (AACT)......................................................12
Contact us...................................................................................................................12
THE RIDE Service Area Map......................................................................................14
Call 800-533-6282 or email theride@mbta.com to request this document in
alternate formats (Braille, audio, electronic) or other languages. Information
in this guide is subject to change.
Page 3 7/1/14 R6.0
What is THE RIDE?
THE RIDE paratransit service provides door-to door, shared-ride transportation to
eligible people who cannot use fixed-route transit (bus, subway, trolley) all or some of
the time because of a physical, cognitive or mental disability.
THE RIDE is operated by the Massachusetts Bay Transportation Authority (MBTA) in
compliance with the federal Americans with Disabilities Act (ADA). Under the ADA,
paratransit functions as a ‘safety net’ for people whose disabilities prevent them from
using public transit. It is not intended to be a comprehensive system of transportation
that meets all the needs of persons with disabilities, and it is distinct from medical or
human services transportation. You will travel with other customers going in the same
general direction.
Accessible vehicles are used to serve persons with disabilities, including those who
use wheelchairs and scooters. Preferred type vehicles will not be honored. THE RIDE
operates 365 days a year generally from 5AM – 1AM in sixty (60) cities and towns. For
RIDE trips with origin and destination within 3/4 mile of fixed-route service that
operates outside of these hours, or in other municipalities within 3/4 miles of MBTA bus
service, extended RIDE service is available.
Fares
The local one-way ADA fare for each registered passenger or guest is $3, when
booking 1-14 days in advance.
One-way fares for premium non-ADA trips are $5 per registered passenger or guest.
This applies when the trip origin and/or destination is greater than 3/4 miles from
MBTA bus or subway service and outside of the core areas, or for same-day trip
requests or changes, except for trip time negotiation. Reservationists will confirm the
fare when you schedule a trip.
A Personal Care Assistant (PCA) accompanying a registered user is not charged a
fare. One other person may travel as a guest. Additional guests are allowed if space
is available. PCAs and guests must travel to and from the same destination at the
same time as the registered user.
Page 4 7/1/14 R6.0
Adding funds to your RIDE account
You must have funds in your RIDE account to schedule a trip. Several options are
available:
1. Online: at http://commerce.mbta.com: Allow two (2) business days for
posting.
2. Phone: Call us at 888-844-0355 (voice, Relay), select option 2 and have your
card info and RIDE ID# ready, from 7AM – 8PM Monday through Friday and 9
AM – 5 PM. Saturday and Sunday, including holidays. We accept Master Card,
Visa, Discover or American Express credit cards and debit cards supported by
Master Card or Visa. Funds post to your account within 1 hour.
3. Mail: Send a check or money order. Make checks or money orders payable to
"MBTA - THE RIDE Fares" and note your RIDE ID# in the memo portion of your
check or money order. Allow five (5) business days for posting. Our address
is:
MBTA - THE RIDE Fares
10 Park Plaza - Rm. 5000
Boston, MA 02116
4. In-Person: Visit the CharlieCard Store at Downtown Crossing Station anytime
Monday through Friday, 8AM to 5:30PM. The accessible entrance is at 32
Summer Street via the 101 Arch Street building in Boston. Cash, checks, money
orders and major credit/debit cards are accepted. Funds post to your account
within 1 hour.
Please retain your cashed check as your receipt or confirmation number from your
phone/internet transaction for your records. You can determine your account balance
via your RIDE contractor’s website, your RIDE reservationist, or by calling the MBTA’s
Office for Transportation Access. THE RIDE fare is debited from your account as you
board the vehicle. You are not charged for a trip you don’t take.
Page 5 7/1/14 R6.0
Scheduling RIDE trips
RIDE service is operated by three contractors under contract to the MBTA. The Core
Area is served by all three contractors and includes Boston, Brookline, Cambridge and
Somerville. A customer can book a round trip from any area into the core area without
a transfer. A customer booking a trip from the core area to a location outside of core
area must call that area’s provider. However, if a customer books a trip within the core
area, the customer may call any of the service providers. To schedule trips, please call
the appropriate contractor directly. Customers with unconditional eligibility may be
able to make reservations online; ask your contractor for details.
Reservations Hours: 8:30AM – 5PM, 7 days per week, including holidays. Trips may
be booked from one to fourteen days in advance.
North Area: Greater Lynn Senior Services – GLSS
888-319-7433 (voice, toll-free) or 800-621-0420 (TTY, toll-free)
https://handyline.glss.net/rideraccess
Serving: Core area municipalities of Boston, Brookline, Cambridge, and Somerville,
and the non-core municipalities of Beverly, Chelsea, Danvers, Everett, Lynn, Lynnfield,
Malden, Marblehead, Melrose, Middleton, Nahant, Peabody, Reading, Revere, Salem,
Saugus, Stoneham, Swampscott, Topsfield, Wakefield, Wenham, Wilmington (new)
and Winthrop.
GLSS also serves trips to/from the “border communities” of Burlington, Medford,
Winchester and Woburn as long as one end of the trip is located within one of the non-
core area communities listed above.
West Area: Veterans Transporation Services – VTS
https://rideaccess.veteranstheride.com/RiderAccess/SignIn/Start.aspx
and the non-core municipalities of Arlington, Bedford, Belmont, Burlington, Concord,
Lexington, Lincoln, Medford, Newton, Waltham, Watertown, Weston, Winchester and
Woburn. The West Area also includes small portions of Billerica that are within ¾
miles of MBTA bus service.
VTS also serves trips to/from the “border communities” of Chelsea, Everett, Malden,
Melrose, Needham, Reading, Stoneham, Wilmington, and Wellesley as long as one
end of the trip is located within one of the non-core area communities listed above.
Page 6 7/1/14 R6.0
South Area: National Express – NE
http://trips.jv-theride.com/RiderAccess/SignIn/Start.aspx
and the non-core municipalities of Braintree, Canton, Cohasset, Dedham, Dover,
Hingham, Holbrook, Hull, Medfield, Milton, Needham, Norwood, Quincy, Randolph,
Sharon, Walpole, Wellesley, Westwood and Weymouth. The South Area also includes
small portions of Abington, Avon, Brockton and Stoughton that are within ¾ miles of
MBTA bus service during operating hours.
NE also serves trips to/from the “border communities” of Newton and Weston as long
as one end of the trip is located within one of the non-core area communities listed
above.
Trips to appointments should be scheduled by arrival time. This is to ensure that you
are scheduled to arrive before your appointment. Return trips are scheduled by
departure time to ensure that we allow for you to conclude your appointment.
Requested arrival and return times must be at least one hour apart.
Please notify the contractor if you will be traveling with a PCA, guest(s), child or service
animal. Infants and small children must ride in a federally approved child passenger
restraint until they are at least 5 years old and weigh more than 40 pounds. Children
weighing more than 40 pounds but less than 8 years old or less than 4’9” tall must ride
in a booster seat. School transportation of minors (Grades K-12) is not provided.
You may review or change trips one to fourteen days in advance of your trip, up until
5PM of the day before service. After 5PM, trips for the following day are scheduled
and customers are called to confirm their pickup times. If you do not receive a call by
9PM, call your contractor to be sure the trip has been scheduled.
A same day request, or requests for next-day trips after 5PM, can be placed through
the contractor’s dispatcher. These requests cannot be guaranteed, but it may be
possible to provide the service at a premium non-ADA fare rate.
Page 7 7/1/14 R6.0
Trip Negotiations
If, during callbacks the night before a trip, you receive a promised pick-up/drop-off time
that does not work for you, you may negotiate trip times with your RIDE contractor.
Please call your contractor as soon as possible. Some changes are not considered
negotiations and will incur a premium non-ADA fare rate. These include, but aren’t
limited to, changes requested less than one hour before a trip, rescheduling a missed
trip, rescheduling at least 30 minutes earlier or later than the originally requested time,
changes to pick-up or drop-off locations, or same day requests. Some requests may
not be accommodated.
Transfers
Trips spanning multiple service areas may require a transfer trip, except for certain
trips to border communities. The contractor serving your city or town can arrange
transfers for trips to other MBTA service areas. You will remain on your vehicle until
the actual transfer to the other vehicle takes place and then continue on your trip.
Travel times
Normally, trip duration will be an hour or less and is based on distance and other
customers. THE RIDE travel time should be comparable to fixed route travel times,
including the time necessary to travel to the bus stop, wait for the bus, ride time,
transfers, and travel from the final stop to the ultimate destination. Travel times may
increase due to inclement weather, traffic, or diverting to pick up another customer who
missed a return pick-up.
Cancelling trips and No-Show/Late Cancellation policy
Please cancel trips as early as possible so that THE RIDE can schedule efficiently and
improve service for all RIDE customers. Use contractor web sites or call your
contractor directly.
Customers will be considered as “no-show/late cancel” (NSLC) if they do not appear
within 5 minutes after the scheduled pick-up time or do not cancel with at least one
hour’s notice to contractor. No-show/late cancellations are considered a pattern or
practice when a customer reserves 7 or more trips within any month and no-shows or
late cancels 20 percent or more of those scheduled trips, or if there are more than 7
no-shows or late cancellations in a month. A pattern or practice of no-show or late
cancellation trips is a policy violation and will result in written notification and possible
suspension.
Page 8 7/1/14 R6.0
No shows or late cancellations for reasons beyond a customer’s control such as
reported to your contractor, or trips which are missed due to operator error, shall not be
a basis for determining that a pattern or practice exists resulting in a violation.
The following actions shall apply to violations that occur within the same 12 month
rolling period:
1st
Violation Written Warning
2nd
Violation 1 Week Period
3rd
4th
or Subsequent Violations 6 Week Period
Information on how to appeal the suspension, either written or in-person, will be
included in notification to customers. Appeals must be postmarked within 14 calendar
days of the date on which the notice of suspension was issued.
No suspension will take place if a customer has filed an appeal in accordance with the
instructions and deadlines noted in the policy and the Appeals Board has not
determined the outcome of the appeal. The decision of the Appeals Board is final.
Prior to sending suspension letters, the MBTA will review all NSLCs to ensure that the
process was followed properly and an accurate count is represented. Any NSLC that
is found to be in error will be removed.
On the day of your trip
Be ready to travel 5 minutes before your scheduled pick-up and be prepared to wait up
to 15 minutes after that time. Carry needed medications, oxygen, etc. in case you
travel longer than expected. The driver will go to the door for you and then must wait
for you for 5 minutes from the time of the scheduled pick-up. If you are not at the pick-
up location, the driver will obtain clearance from the dispatcher to leave after waiting 5
minutes. Please do not leave your pick-up location to call before the end of the 15
minute waiting period. All vehicles have a color-coded stripe to assist in locating a
particular contractor; blue stripe-GLSS, green stripe-NE and red stripe-VTS.
• If THE RIDE does not arrive by the end of the 15-minute period, please call your
contractor to assist you in locating the vehicle or estimate its time of arrival (ETA).
Your RIDE is not considered late until 31 minutes past your scheduled pick-up time.
• To cancel or to change a trip location or time, call your contractor. Changes, other
than trip time negotiation, will trigger the premium non-ADA fare.
Page 9 7/1/14 R6.0
• If you are delayed at an appointment, call your contractor and ask to be put on “will-
call” status. When you are ready, call to arrange a new pick-up time for you. This
will trigger the premium non-ADA fare.
There are many changes to schedules due to traffic problems, customer delays, and
weather. Dispatchers monitor and adjust vehicles to try to keep schedules running on
time. Dispatchers interact with customers, drivers, and MBTA RIDE staff to
troubleshoot problems. If you require assistance, please call your contractor as soon
as possible. You will not be left stranded.
Subscription service
Subscription service is for RIDE customers who make a reservation to and from the
same locations for three or more days per week. Call your contractor to request that
these trips be automatically scheduled, which eliminates the need to call individually for
each trip. Subscription service is subject to availability. This service is not provided on
holidays; therefore you are responsible for reserving your trips on those days.
More travel options for RIDE customers
Registered RIDE users are eligible to use paratransit services in other areas in and out
of Massachusetts. The Americans with Disabilities Act (ADA) federal regulations allow
for travel as a visitor in other areas for 21 days in a 12-month period. The Office for
Transportation Access, OTA, can provide proof of your MBTA ADA Paratransit
Eligibility upon request. Provide this to the visiting agency in order to use their
program. If travel will exceed 21 days to a particular area, you may need to apply for
certification through that agency.
For services in other Regional Transit Authorities within Massachusetts please call
617-973-7000(voice), 617-973-7306(TTY) or visit MassDOT Regional Transit at:
http://www.massdot.state.ma.us/transit/RegionalTransitAuthorities.aspx. Availability,
hours of service, fares and policies vary within each Regional Transit Authority (RTA).
For information on possible MBTA/RTA transfers, contact OTA.
In response to Governor Patrick’s Executive Order 530, Regional Coordinating
Councils (RCC) are forming in Massachusetts. The Councils provide a forum for open
discussion, unmet needs assessment, decision making about regional transportation
priorities and new services designed to provide more transportation options for people
with disabilities, the elderly, and low income individuals. If you would like more
information about an RCC in your region and to join the stakeholder discussion, please
Page 10 7/1/14 R6.0
check out contact information for your RCC at:
http://www.massdot.state.ma.us/transit/StatewideMobilityManagement/RegionalCoordi
natingCouncilsRCCs/RCCRegionsandContacts.aspx.
Keep your profile current
Please contact us with changes to your information, such as:
• Change in mobility status, such as using a walker to using a wheelchair, or
acquisition of a service animal
• Change of phone number, address, email, emergency contact, legal name change.
• Family members are urged to call us if a customer is deceased so we may
inactivate the customer profile and arrange for any refunds from their RIDE fare
account. Legal documentation may be requested in some cases.
Email: theride@mbta.com or write: MBTA-RIDE Ten Park Plaza- 5750 Boston, MA
02116, or call: 800-533-6282 (in-state toll-free): 617-222-5123, 617-222-5415 TTY
Driver assistance
• All drivers have received sensitivity and safety training.
• Drivers will ask you to state your name at pick-up to ensure they are picking up the
correct customer.
• For wheelchair or scooter users, the driver will offer the optional use of an MBTA-
supplied body belt immediately upon greeting you.
• Driver will assist customers door-to-door to and from the vehicle, but is not allowed
beyond the main door or lobby area of buildings.
• Driver will assist individuals in manual wheelchairs over one curb and/or step, but
may not carry an individual or their mobility devices.
• A driver will collapse and securely store an ambulatory customer’s manual
wheelchair, walker or cane in the trunk or cargo area.
• The driver will assist customers with boarding and exiting the vehicle, even when
accompanied by a PCA.
• The driver will fasten and unfasten seatbelts as part of the vehicle’s
wheelchair/scooter securement system.
• If you or your guest has packages, the driver will assist with a manageable number
of shopping bags to the door of your destination. Assistance with up to three pieces
of luggage per person, not to exceed 40 lbs. each, will be provided for you and your
PCA. Keep in mind that this is a shared-ride service and space is limited. Limit
heavy or bulky items.
Page 11 7/1/14 R6.0
Appropriate behavior on THE RIDE
• For everyone’s safety and comfort, show respect to your fellow passengers, drivers
and the vehicles you use. Inappropriate or illegal behavior will not be tolerated and
will be subject to consequences such as service suspension and/or police
investigation.
• All passengers, including ambulatory or wheelchair/scooter users, must wear a
seatbelt.
• Do not stand while the vehicle is in motion.
• Smoking is not allowed, including electronic cigarettes.
• Animals (i.e. comfort animals or pets which may cause allergic reactions to others)
are not allowed, with the exception of Service Animals. Service Animals will only be
transported at the feet of their owners and are not allowed on a seat.
• Consumption of food and/or beverages is prohibited, unless required for dietary
and/or medical purposes and client has advised the driver.
• No tipping or other gratuities are allowed.
• Personal audio devices may only be used with headphones.
• Customers may ask that the AM/FM radios installed on RIDE vehicles be turned off,
on, or volume adjusted, as they prefer.
• Please note that personal hygiene and the use of perfumes can be objectionable to
others or cause allergic reactions.
• For the safety of all our customers, drivers are prohibited from using personal cell
phones or any other personal electronic devices while providing RIDE service.
When you are using your personal mobile device respect others around you and
avoid shouting, etc.
Other tips
• Tell your driver as soon as possible if you would like to use the lift if you have
difficulty stepping up into the vehicle.
• For your safety carry a cell phone that has been programmed with phone number
for your RIDE contractors and family or friends.
• Remember THE RIDE is public transportation, not a private service, and the MBTA
may change policies and still be ADA-compliant. Familiarize yourself with what the
ADA requires and what it doesn’t. If you are not sure, contact www.fta.dot.gov/ada
or 1-800-446-4511(voice), 1-800-877-8339(TTY).
• If at any time, you are approached by someone who you are unsure is a RIDE
driver, you may ask them to confirm your RIDE ID # or destination.
Page 12 7/1/14 R6.0
Compliments/complaints
The Office for Transportation Access welcomes your feedback. All complaints will be
investigated and responded to within 10 calendar days. Complaint information is
shared with the Access Advisory Committee to the MBTA, unless otherwise requested
when you file your complaint. Contact us:
Email: theride@mbta.com
800-533-6282 (in-state toll-free)
617-222-5123 (voice)
617-222-5415 (TTY)
Or write to:
MBTA – OTA,THE RIDE
Ten Park Plaza – 5750
Boston, MA 02116
The MBTA will not tolerate any retaliation or intimidation to a customer for filing a
complaint or concern of any nature. If you feel you have been subjected to these
actions, we urge you to contact OTA or the Access Advisory Committee to the MBTA
immediately.
Access Advisory Committee to the MBTA (AACT)
The Access Advisory Committee to the MBTA is a consumer body composed of
persons with disabilities, RIDE customers, advocates and representatives of disability
advocacy groups and agencies who advise and make recommendations to the MBTA
regarding accessible transportation. AACT members and other interested persons
meet publicly each month. For more information or meeting schedules, call 617-973-
7507(voice), 617-973-7089(TTY), email aact@ctps.org, or visit their website at:
http://www.mbta.com/riding_the_t/accessible_services/default.asp?id=26302 .
Contact us
General inquiries, or for fare or RIDE account questions: Contact the MBTA Office
for Transportation Access at:
Email: theride@mbta.com, 800-533-6282 (in-state toll-free), 617-222-5123 (voice)
617-222-5415 (TTY)
Eligibility: Call THE RIDE Eligibility Center at 617-337-2727(voice, Relay).
Page 13 7/1/14 R6.0
Trip scheduling/dispatch: Call contractors at:
• Greater Lynn Senior Services – GLSS North Area
• Veterans Transportation Services – VTS West Area
877-765-7433 (voice, toll-free), or 888-553-8294 (TTY, toll-free)
• National Express - NE South Area
Emergency: Call MBTA Police at 617-222-1212 (voice), 617-222-1200 (TTY).
For information on accessible services including the MBTA's Fixed Route T Access
Guide, application and information on Reduced Fare passes, Elevator/Escalator
updates, visit: www.mbta.com/riding_the_t/accessible_services/ or call 800-392-6100
(toll-free) or 617-222-3200 (voice, Relay)
For information on signing up for ‘System Orientation Training’ or to learn more
about accessible fixed route buses and trains, call 617-222-5237(voice, Relay) or email
sysorientationtrain@mbta.com .
For transit and travel updates: Visit www.mbta.com or contact Customer Service at
800-392-6100 (toll-free), 617-222-3200 (voice) or 617-222-5146 (TTY).
Page 14 7/1/14 R6.0
THE RIDE Service Area Map
EXISTING INSTRUCTIONS ARE INTENDED FOR ALL POSSIBLE USERS,
PROVIDING MORE INFORMATION THAN ANY ONE USER EVER
NEEDS, AND OMITING IMPORTANT USER-SPECIFIC INFORMATION

THE RIDE
To access services:
Call [888-920-7433]
WITH THE SUPPLEMENTAL HANDOUT, NURSES REPORTED LESS PATIENT
CONFUSION AND LESS TIME SPENT EXPLAINING DETAILS OF PROCESS
Page 14 7/1/14 R6.0
THE RIDE Service Area Map
Page 13 7/1/14 R6.0
Trip scheduling/dispatch: Call contractors at:
• Greater Lynn Senior Services – GLSS North Area
• Veterans Transportation Services – VTS West Area
• National Express - NE South Area
Emergency: Call MBTA Police at 617-222-1212 (voice), 617-222-1200 (TTY).
For information on accessible services including the MBTA's Fixed Route T Access
Guide, application and information on Reduced Fare passes, Elevator/Escalator
updates, visit: www.mbta.com/riding_the_t/accessible_services/ or call 800-392-6100
(toll-free) or 617-222-3200 (voice, Relay)
For information on signing up for ‘System Orientation Training’ or to learn more
about accessible fixed route buses and trains, call 617-222-5237(voice, Relay) or email
sysorientationtrain@mbta.com .
For transit and travel updates: Visit www.mbta.com or contact Customer Service at
800-392-6100 (toll-free), 617-222-3200 (voice) or 617-222-5146 (TTY).
Page 12 7/1/14 R6.0
Compliments/complaints
The Office for Transportation Access welcomes your feedback. All complaints will be
investigated and responded to within 10 calendar days. Complaint information is
shared with the Access Advisory Committee to the MBTA, unless otherwise requested
when you file your complaint. Contact us:
Email: theride@mbta.com
800-533-6282 (in-state toll-free)
617-222-5123 (voice)
617-222-5415 (TTY)
Or write to:
MBTA – OTA,THE RIDE
Ten Park Plaza – 5750
Boston, MA 02116
The MBTA will not tolerate any retaliation or intimidation to a customer for filing a
complaint or concern of any nature. If you feel you have been subjected to these
actions, we urge you to contact OTA or the Access Advisory Committee to the MBTA
immediately.
Access Advisory Committee to the MBTA (AACT)
The Access Advisory Committee to the MBTA is a consumer body composed of
persons with disabilities, RIDE customers, advocates and representatives of disability
advocacy groups and agencies who advise and make recommendations to the MBTA
regarding accessible transportation. AACT members and other interested persons
meet publicly each month. For more information or meeting schedules, call 617-973-
7507(voice), 617-973-7089(TTY), email aact@ctps.org, or visit their website at:
http://www.mbta.com/riding_the_t/accessible_services/default.asp?id=26302 .
Contact us
General inquiries, or for fare or RIDE account questions: Contact the MBTA Office
for Transportation Access at:
Email: theride@mbta.com, 800-533-6282 (in-state toll-free), 617-222-5123 (voice)
617-222-5415 (TTY)
Eligibility: Call THE RIDE Eligibility Center at 617-337-2727(voice, Relay).
Page 11 7/1/14 R6.0
Appropriate behavior on THE RIDE
• For everyone’s safety and comfort, show respect to your fellow passengers, drivers
and the vehicles you use. Inappropriate or illegal behavior will not be tolerated and
will be subject to consequences such as service suspension and/or police
investigation.
• All passengers, including ambulatory or wheelchair/scooter users, must wear a
seatbelt.
• Do not stand while the vehicle is in motion.
• Smoking is not allowed, including electronic cigarettes.
• Animals (i.e. comfort animals or pets which may cause allergic reactions to others)
are not allowed, with the exception of Service Animals. Service Animals will only be
transported at the feet of their owners and are not allowed on a seat.
• Consumption of food and/or beverages is prohibited, unless required for dietary
and/or medical purposes and client has advised the driver.
• No tipping or other gratuities are allowed.
• Personal audio devices may only be used with headphones.
• Customers may ask that the AM/FM radios installed on RIDE vehicles be turned off,
on, or volume adjusted, as they prefer.
• Please note that personal hygiene and the use of perfumes can be objectionable to
others or cause allergic reactions.
• For the safety of all our customers, drivers are prohibited from using personal cell
phones or any other personal electronic devices while providing RIDE service.
When you are using your personal mobile device respect others around you and
avoid shouting, etc.
Other tips
• Tell your driver as soon as possible if you would like to use the lift if you have
difficulty stepping up into the vehicle.
• For your safety carry a cell phone that has been programmed with phone number
for your RIDE contractors and family or friends.
• Remember THE RIDE is public transportation, not a private service, and the MBTA
may change policies and still be ADA-compliant. Familiarize yourself with what the
ADA requires and what it doesn’t. If you are not sure, contact www.fta.dot.gov/ada
or 1-800-446-4511(voice), 1-800-877-8339(TTY).
• If at any time, you are approached by someone who you are unsure is a RIDE
driver, you may ask them to confirm your RIDE ID # or destination.
Page 10 7/1/14 R6.0
check out contact information for your RCC at:
http://www.massdot.state.ma.us/transit/StatewideMobilityManagement/RegionalCoordi
natingCouncilsRCCs/RCCRegionsandContacts.aspx.
Keep your profile current
Please contact us with changes to your information, such as:
• Change in mobility status, such as using a walker to using a wheelchair, or
acquisition of a service animal
• Change of phone number, address, email, emergency contact, legal name change.
• Family members are urged to call us if a customer is deceased so we may
inactivate the customer profile and arrange for any refunds from their RIDE fare
account. Legal documentation may be requested in some cases.
Email: theride@mbta.com or write: MBTA-RIDE Ten Park Plaza- 5750 Boston, MA
02116, or call: 800-533-6282 (in-state toll-free): 617-222-5123, 617-222-5415 TTY
Driver assistance
• All drivers have received sensitivity and safety training.
• Drivers will ask you to state your name at pick-up to ensure they are picking up the
correct customer.
• For wheelchair or scooter users, the driver will offer the optional use of an MBTA-
supplied body belt immediately upon greeting you.
• Driver will assist customers door-to-door to and from the vehicle, but is not allowed
beyond the main door or lobby area of buildings.
• Driver will assist individuals in manual wheelchairs over one curb and/or step, but
may not carry an individual or their mobility devices.
• A driver will collapse and securely store an ambulatory customer’s manual
wheelchair, walker or cane in the trunk or cargo area.
• The driver will assist customers with boarding and exiting the vehicle, even when
accompanied by a PCA.
• The driver will fasten and unfasten seatbelts as part of the vehicle’s
wheelchair/scooter securement system.
• If you or your guest has packages, the driver will assist with a manageable number
of shopping bags to the door of your destination. Assistance with up to three pieces
of luggage per person, not to exceed 40 lbs. each, will be provided for you and your
PCA. Keep in mind that this is a shared-ride service and space is limited. Limit
heavy or bulky items.
Page 9 7/1/14 R6.0
• If you are delayed at an appointment, call your contractor and ask to be put on “will-
call” status. When you are ready, call to arrange a new pick-up time for you. This
will trigger the premium non-ADA fare.
There are many changes to schedules due to traffic problems, customer delays, and
weather. Dispatchers monitor and adjust vehicles to try to keep schedules running on
time. Dispatchers interact with customers, drivers, and MBTA RIDE staff to
troubleshoot problems. If you require assistance, please call your contractor as soon
as possible. You will not be left stranded.
Subscription service
Subscription service is for RIDE customers who make a reservation to and from the
same locations for three or more days per week. Call your contractor to request that
these trips be automatically scheduled, which eliminates the need to call individually for
each trip. Subscription service is subject to availability. This service is not provided on
holidays; therefore you are responsible for reserving your trips on those days.
More travel options for RIDE customers
Registered RIDE users are eligible to use paratransit services in other areas in and out
of Massachusetts. The Americans with Disabilities Act (ADA) federal regulations allow
for travel as a visitor in other areas for 21 days in a 12-month period. The Office for
Transportation Access, OTA, can provide proof of your MBTA ADA Paratransit
Eligibility upon request. Provide this to the visiting agency in order to use their
program. If travel will exceed 21 days to a particular area, you may need to apply for
certification through that agency.
For services in other Regional Transit Authorities within Massachusetts please call
617-973-7000(voice), 617-973-7306(TTY) or visit MassDOT Regional Transit at:
http://www.massdot.state.ma.us/transit/RegionalTransitAuthorities.aspx. Availability,
hours of service, fares and policies vary within each Regional Transit Authority (RTA).
For information on possible MBTA/RTA transfers, contact OTA.
In response to Governor Patrick’s Executive Order 530, Regional Coordinating
Councils (RCC) are forming in Massachusetts. The Councils provide a forum for open
discussion, unmet needs assessment, decision making about regional transportation
priorities and new services designed to provide more transportation options for people
with disabilities, the elderly, and low income individuals. If you would like more
information about an RCC in your region and to join the stakeholder discussion, please
Page 8 7/1/14 R6.0
No shows or late cancellations for reasons beyond a customer’s control such as
reported to your contractor, or trips which are missed due to operator error, shall not be
a basis for determining that a pattern or practice exists resulting in a violation.
The following actions shall apply to violations that occur within the same 12 month
rolling period:
1st
Violation Written Warning
2nd
3rd
4th
or Subsequent Violations 6 Week Period
Information on how to appeal the suspension, either written or in-person, will be
included in notification to customers. Appeals must be postmarked within 14 calendar
days of the date on which the notice of suspension was issued.
No suspension will take place if a customer has filed an appeal in accordance with the
instructions and deadlines noted in the policy and the Appeals Board has not
determined the outcome of the appeal. The decision of the Appeals Board is final.
Prior to sending suspension letters, the MBTA will review all NSLCs to ensure that the
process was followed properly and an accurate count is represented. Any NSLC that
is found to be in error will be removed.
On the day of your trip
Be ready to travel 5 minutes before your scheduled pick-up and be prepared to wait up
to 15 minutes after that time. Carry needed medications, oxygen, etc. in case you
travel longer than expected. The driver will go to the door for you and then must wait
for you for 5 minutes from the time of the scheduled pick-up. If you are not at the pick-
up location, the driver will obtain clearance from the dispatcher to leave after waiting 5
minutes. Please do not leave your pick-up location to call before the end of the 15
minute waiting period. All vehicles have a color-coded stripe to assist in locating a
particular contractor; blue stripe-GLSS, green stripe-NE and red stripe-VTS.
• If THE RIDE does not arrive by the end of the 15-minute period, please call your
contractor to assist you in locating the vehicle or estimate its time of arrival (ETA).
Your RIDE is not considered late until 31 minutes past your scheduled pick-up time.
• To cancel or to change a trip location or time, call your contractor. Changes, other
than trip time negotiation, will trigger the premium non-ADA fare.
Page 7 7/1/14 R6.0
Trip Negotiations
If, during callbacks the night before a trip, you receive a promised pick-up/drop-off time
that does not work for you, you may negotiate trip times with your RIDE contractor.
Please call your contractor as soon as possible. Some changes are not considered
negotiations and will incur a premium non-ADA fare rate. These include, but aren’t
limited to, changes requested less than one hour before a trip, rescheduling a missed
trip, rescheduling at least 30 minutes earlier or later than the originally requested time,
changes to pick-up or drop-off locations, or same day requests. Some requests may
not be accommodated.
Transfers
Trips spanning multiple service areas may require a transfer trip, except for certain
trips to border communities. The contractor serving your city or town can arrange
transfers for trips to other MBTA service areas. You will remain on your vehicle until
the actual transfer to the other vehicle takes place and then continue on your trip.
Travel times
Normally, trip duration will be an hour or less and is based on distance and other
customers. THE RIDE travel time should be comparable to fixed route travel times,
including the time necessary to travel to the bus stop, wait for the bus, ride time,
transfers, and travel from the final stop to the ultimate destination. Travel times may
increase due to inclement weather, traffic, or diverting to pick up another customer who
missed a return pick-up.
Cancelling trips and No-Show/Late Cancellation policy
Please cancel trips as early as possible so that THE RIDE can schedule efficiently and
improve service for all RIDE customers. Use contractor web sites or call your
contractor directly.
Customers will be considered as “no-show/late cancel” (NSLC) if they do not appear
within 5 minutes after the scheduled pick-up time or do not cancel with at least one
hour’s notice to contractor. No-show/late cancellations are considered a pattern or
practice when a customer reserves 7 or more trips within any month and no-shows or
late cancels 20 percent or more of those scheduled trips, or if there are more than 7
no-shows or late cancellations in a month. A pattern or practice of no-show or late
cancellation trips is a policy violation and will result in written notification and possible
suspension.
Page 6 7/1/14 R6.0
South Area: National Express – NE
http://trips.jv-theride.com/RiderAccess/SignIn/Start.aspx
and the non-core municipalities of Braintree, Canton, Cohasset, Dedham, Dover,
Hingham, Holbrook, Hull, Medfield, Milton, Needham, Norwood, Quincy, Randolph,
Sharon, Walpole, Wellesley, Westwood and Weymouth. The South Area also includes
small portions of Abington, Avon, Brockton and Stoughton that are within ¾ miles of
MBTA bus service during operating hours.
NE also serves trips to/from the “border communities” of Newton and Weston as long
as one end of the trip is located within one of the non-core area communities listed
above.
Trips to appointments should be scheduled by arrival time. This is to ensure that you
are scheduled to arrive before your appointment. Return trips are scheduled by
departure time to ensure that we allow for you to conclude your appointment.
Requested arrival and return times must be at least one hour apart.
Please notify the contractor if you will be traveling with a PCA, guest(s), child or service
animal. Infants and small children must ride in a federally approved child passenger
restraint until they are at least 5 years old and weigh more than 40 pounds. Children
weighing more than 40 pounds but less than 8 years old or less than 4’9” tall must ride
in a booster seat. School transportation of minors (Grades K-12) is not provided.
You may review or change trips one to fourteen days in advance of your trip, up until
5PM of the day before service. After 5PM, trips for the following day are scheduled
and customers are called to confirm their pickup times. If you do not receive a call by
9PM, call your contractor to be sure the trip has been scheduled.
A same day request, or requests for next-day trips after 5PM, can be placed through
the contractor’s dispatcher. These requests cannot be guaranteed, but it may be
possible to provide the service at a premium non-ADA fare rate.
Page 5 7/1/14 R6.0
Scheduling RIDE trips
RIDE service is operated by three contractors under contract to the MBTA. The Core
Area is served by all three contractors and includes Boston, Brookline, Cambridge and
Somerville. A customer can book a round trip from any area into the core area without
a transfer. A customer booking a trip from the core area to a location outside of core
area must call that area’s provider. However, if a customer books a trip within the core
area, the customer may call any of the service providers. To schedule trips, please call
the appropriate contractor directly. Customers with unconditional eligibility may be
able to make reservations online; ask your contractor for details.
Reservations Hours: 8:30AM – 5PM, 7 days per week, including holidays. Trips may
be booked from one to fourteen days in advance.
North Area: Greater Lynn Senior Services – GLSS
https://handyline.glss.net/rideraccess
and the non-core municipalities of Beverly, Chelsea, Danvers, Everett, Lynn, Lynnfield,
Malden, Marblehead, Melrose, Middleton, Nahant, Peabody, Reading, Revere, Salem,
Saugus, Stoneham, Swampscott, Topsfield, Wakefield, Wenham, Wilmington (new)
and Winthrop.
GLSS also serves trips to/from the “border communities” of Burlington, Medford,
Winchester and Woburn as long as one end of the trip is located within one of the non-
core area communities listed above.
West Area: Veterans Transporation Services – VTS
https://rideaccess.veteranstheride.com/RiderAccess/SignIn/Start.aspx
and the non-core municipalities of Arlington, Bedford, Belmont, Burlington, Concord,
Lexington, Lincoln, Medford, Newton, Waltham, Watertown, Weston, Winchester and
Woburn. The West Area also includes small portions of Billerica that are within ¾
miles of MBTA bus service.
VTS also serves trips to/from the “border communities” of Chelsea, Everett, Malden,
Melrose, Needham, Reading, Stoneham, Wilmington, and Wellesley as long as one
end of the trip is located within one of the non-core area communities listed above.
Page 4 7/1/14 R6.0
Adding funds to your RIDE account
You must have funds in your RIDE account to schedule a trip. Several options are
available:
1. Online: at http://commerce.mbta.com: Allow two (2) business days for
posting.
2. Phone: Call us at 888-844-0355 (voice, Relay), select option 2 and have your
card info and RIDE ID# ready, from 7AM – 8PM Monday through Friday and 9
AM – 5 PM. Saturday and Sunday, including holidays. We accept Master Card,
Visa, Discover or American Express credit cards and debit cards supported by
Master Card or Visa. Funds post to your account within 1 hour.
3. Mail: Send a check or money order. Make checks or money orders payable to
"MBTA - THE RIDE Fares" and note your RIDE ID# in the memo portion of your
check or money order. Allow five (5) business days for posting. Our address
is:
MBTA - THE RIDE Fares
10 Park Plaza - Rm. 5000
Boston, MA 02116
4. In-Person: Visit the CharlieCard Store at Downtown Crossing Station anytime
Monday through Friday, 8AM to 5:30PM. The accessible entrance is at 32
Summer Street via the 101 Arch Street building in Boston. Cash, checks, money
orders and major credit/debit cards are accepted. Funds post to your account
within 1 hour.
Please retain your cashed check as your receipt or confirmation number from your
phone/internet transaction for your records. You can determine your account balance
via your RIDE contractor’s website, your RIDE reservationist, or by calling the MBTA’s
Office for Transportation Access. THE RIDE fare is debited from your account as you
board the vehicle. You are not charged for a trip you don’t take.
Page 3 7/1/14 R6.0
What is THE RIDE?
THE RIDE paratransit service provides door-to door, shared-ride transportation to
eligible people who cannot use fixed-route transit (bus, subway, trolley) all or some of
the time because of a physical, cognitive or mental disability.
THE RIDE is operated by the Massachusetts Bay Transportation Authority (MBTA) in
compliance with the federal Americans with Disabilities Act (ADA). Under the ADA,
paratransit functions as a ‘safety net’ for people whose disabilities prevent them from
using public transit. It is not intended to be a comprehensive system of transportation
that meets all the needs of persons with disabilities, and it is distinct from medical or
human services transportation. You will travel with other customers going in the same
general direction.
Accessible vehicles are used to serve persons with disabilities, including those who
use wheelchairs and scooters. Preferred type vehicles will not be honored. THE RIDE
operates 365 days a year generally from 5AM – 1AM in sixty (60) cities and towns. For
RIDE trips with origin and destination within 3/4 mile of fixed-route service that
operates outside of these hours, or in other municipalities within 3/4 miles of MBTA bus
service, extended RIDE service is available.
Fares
The local one-way ADA fare for each registered passenger or guest is $3, when
booking 1-14 days in advance.
One-way fares for premium non-ADA trips are $5 per registered passenger or guest.
This applies when the trip origin and/or destination is greater than 3/4 miles from
MBTA bus or subway service and outside of the core areas, or for same-day trip
requests or changes, except for trip time negotiation. Reservationists will confirm the
fare when you schedule a trip.
A Personal Care Assistant (PCA) accompanying a registered user is not charged a
fare. One other person may travel as a guest. Additional guests are allowed if space
is available. PCAs and guests must travel to and from the same destination at the
same time as the registered user.
Page 2 7/1/14 R6.0
TABLE OF CONTENTS
What is THE RIDE? ......................................................................................................3
Fares ............................................................................................................................3
Adding funds to your RIDE account ..............................................................................4
Scheduling RIDE trips...................................................................................................5
Trip Negotiations...........................................................................................................7
Transfers ......................................................................................................................7
Travel times ..................................................................................................................7
Cancelling trips and No-Show/Late Cancellation policy.................................................7
On the day of your trip ..................................................................................................8
Subscription service......................................................................................................9
More travel options for RIDE customers........................................................................9
Keep your profile current.............................................................................................10
Driver assistance ........................................................................................................10
Appropriate behavior on THE RIDE ............................................................................11
Other tips ....................................................................................................................11
Compliments/complaints.............................................................................................12
Access Advisory Committee to the MBTA (AACT)......................................................12
Contact us...................................................................................................................12
THE RIDE Service Area Map......................................................................................14
Call 800-533-6282 or email theride@mbta.com to request this document in
alternate formats (Braille, audio, electronic) or other languages. Information
in this guide is subject to change.
Page 1 7/1/14 R6.0
Guide to
THE RIDE Service
I developed a supplemental handout for
the nursing staff to use. They filled out the
form with the user-specific information
and mailed it to the patient in addition
to the longer written guide.

THE RIDE
To access services:
Call [888-920-7433]
A SUPPLEMENTAL
INFO SHEET SUMMARIZES
THE MOST IMPORTANT
INFORMATION Makes it clear
that service is
temporary.
Nurses personalize
information digitally.
Clear hierarchy
of steps to take.
Condenses key
information that is
found on different
pages of the larger
guidebook.
The important
but often skipped
step is listed as
hightest priority.
Includes most
imporatant
information
without being
overwhelming.
Xiomara Guerra | xiolisa@gmail.com 17Xiomara Guerra | xiolisa@gmail.com 17

The Experience
of Depression
18
UNDERSTANDING INTERPERSONAL
RELATIONSHIP DYNAMICS
A group project with Javiera Arenas and Indiana
Baltodano for the course “Ethnography, Data, and
Healthcare Innovation.” We performed ethnographic
research for people living with depression and
developed a framework to map interpersonal
relationship experiences.
According to the World Health Organization, there
are more than 300 million people of all ages who
suffer of depression globally, and is the leading cause
of disability. Depression often misunderstood and
stigmatized. The goal of the project was to better
understand the impact of depression on relationships
and identify opportunities for intervention.
We interviewed six volunteer participants, all young
adult females (though we did not filter for gender or
age, our only respondents were female), with at least
some college education, all clinically diagnosed with
depression. We did not access any medical records,
each interview was private, and about an hour long.
Participants answered interview questions, drew
a map of their social circle and wrote a letter to a
member of that circle.
Gives up
Attempts
to connect
Engages
High control
Engages
High dependancy
Attempts to
withdraw
Isolates
Self Other
Interpersonal Relationships Insights D

My social circle when I am in an episode of depression. My social circle when I am feeling less depressed.
MAPPING THE SOCIAL CIRCLE
AN ETHNOGRAPHIC TOOL

My social circle when I am in an episode of depression. My social circle when I am feeling less depressed.
The personal mapping exercise established a mindset for the
interview because participants were forced to think about their
relationships. The maps were used as a visual aid to promote further
discussion.

A LETTER TO SOMEONE ON THE MAP
AN ETHNOGRAPHIC TOOL
A personal letter written
to someone in the social
circle provided insights not
discoverable via interviews.

Direct quotes pulled from interview transcripts printed and
sorted repeatedly to find common threads.
Several themes emerged, allowing for organization and analysis.
Triggers
Emotions
Treatment
History
Coping
system
Explanatory
model of illness
Behavior
towards others
Control/Choice
Biological
Trauma
Neglect
Feeling dismissed
Misunderstood
Guilty
Lonely
Rejected
Ignored
Anti-depressants
Psychotherapy
Talk therapy
Childhood
Commorbidity
Family history of
mental illness
Avoid/Introversion
Seek/Extroversion
Pets
Caring for others
Cooking
Exercise
Busyness
Socializing
Main Themes / Insights
SEARCHING FOR THEMES AND PATTERNS

Gives up
Attempts
to connect
Engages
High control
Engages
High dependancy
Attempts to
withdraw
Isolates
Strong emotional saturation
High emotional saturation
Balanced emotional saturation
Low emotional saturation
Self Other
Interpersonal Relationships Insights Diagram
RELATIONSHIP DYNAMICS DIAGRAM
Team discussion and insight analysis led to the diagraming
of interpersonal relationship dynamics. Identifying potential
pathways of interaction provides a framework for approaching
potential opportunities for improvement. Identifying the
problem as clearly as possible will vastly improve the
effectiveness of attempts for improvement.

Comfort
Crochet
A NEW KIND OF TOOL THAT
IMPROVES ACCESSIBILITY TO
CROCHET
Some people experience hand pain when crocheting
and others are not able crochet at all due to hand
stiffness, weakness, or discomfort. This may be caused
by arthritis, stroke, or simply holding the yarn too tight.
Many people are less able to engage in a therapeutic
craft they once loved.
Crochet requires a sustained “pinch grip” of the
left hand, the most common hand used for holding
the yarn. The Occupational Safety and Health
Administration identifies the prolonged use of pinch
grip as a potential hazard.
24

EXISTING SOLUTIONS DO NOT
ADDRESS THE ROOT CAUSE
Existing products do not eliminate the pinch
grip. Solutions focus on guiding yarn, apply
compression for arthritis pain, or provide ergonomic
crochet hooks— used by the opposite hand.

Typically the left hand will hold yarn with a pinch grip for the
duration of crocheting.
Comfort Crochet relaxes the position of the hand.
COMFORT CROCHET EASES STRAIN
ON THE YARN-HOLDING HAND

Testing and feedback focused on finding the least obtrusive and
most functional and comfortable form.

Tested by people of varying ages, levels of
crochet experience, and hand dexterity
over several iteration cycles.

Latches onto hand to ease grip and easily slides off
Holds the yarn at a constant tension and angle
Ample space to move crochet hook
Rigid platform provides counter pressure to hook
Groove for moving fabric along with thumb
Injection molded rigid polymer and polyurethane foam
Foam handle is has a smooth finish to reduce friction

INCREASES ACCESS TO THE
BENEFITS OF CROCHET

Animate Masks
IMAGINE, CREATE, AND PLAY
Animate is a children’s product made locally, from a
natural material—one as short-lived and awesome as
childhood. Despite their fast turnover, many popular
toys seem to overlook the product’s full life cycle.
Paper is warm, inviting, and easy to work with, and
both recyclable and biodegradable. Mass production
via locally run die cut services.
31

INSPIRES CREATIVE EXPRESSION AND INTERACTIVE PLAY DIY PROJECTS
WITH THE EASE AND CONVENIENCE OF OFF-THE-SHELF MASKS
DIY METHOD
• Encourages creativity
• Uses recycled materials
• Investment of time and energy
including set up and clean up
READY MADE MASKS
• Fast and convenient
• Little to no customization
• Typically nonrecyclable &
nonbiodegradable foam

Initially inspired by paper pulp material and later
developed into die cut paper forms.

Tested with children 5-7 years old.

COLOR IT IN, POP IT OUT, & ASSEMBLE!
NO NEED FOR GLUE OR SCISSORS
Choose your ears and the shape of your nose, maybe add
whiskers, fold, curl, tear, or crease to add details—the possibilities
are as endless as your imagination!
Create even more possibilities by adding scissors, glue, and
maybe some help.
Ages 5 and up. 5 mask kits per package.
Made in NYC. Recyclable and biodegradable.

Color in the mask using your
favorite tools—crayons will
highlight texture of the mask’s
surface, while markers will
produce more rich colors.
Carefully tear along the
perforated lines that match the
desired design (see below). For
the ears, start at the tips and
move toward the tab.
Match the numbered tabs with
their matching slots to build
your mask. For best results,
attach the ears first, then the
nose, and the band last.
For ears to point up
For ears that go
sideways
Optional: If your design includes special features,
like horns, teeth, a tongue, or a mane, use
scissors and a glue stick to form and attach
them—each mask includes usable scrap paper.
Pro tip: Search online (with an adult’s help!) for
a “cartoon” of your ideal animal (like “cartoon
platypus”) to find ideas for your masks.
Ear and nose options:
To attach whiskers:
To attach the band:
EASY-TO-FOLLOW
INSTRUCTIONS
INCLUDED IN EACH
PACKAGE
During user testing older children read
the instructions and helped the younger
children with activity.

A COMPACT ACTIVITY THAT IS EASY TO SET UP AND
CLEAN UP—PERFECT FOR THE URBAN FAMILY

XIOMARA GUERRA
xiolisa@gmail.com

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