Empowering Visually Impaired Guests: A Case of Hilton

Abstract

<p align="justify">Traveling can be challenging for people with disabilities, especially those who are blind or have low vision. To improve accessibility, Hilton has partnered with Be My Eyes, a free app connecting visually impaired users to sighted volunteers and trained Hilton staff via live video and AI assistance. Guests can use the app to receive real-time guidance for navigating hotel facilities and using in-room amenities. While this partnership enhances inclusivity, challenges remain: the service depends on reliable internet, some older guests may struggle with the technology, and some users may feel hesitant to seek help, limiting the app’s effectiveness. <p align="justify">对于残障人士，尤其是盲人或低视力人群而言，出行往往面临诸多挑战。为了提升无障碍服务体验，希尔顿集团（Hilton）与免费应用 Be My Eyes 达成合作。该应用通过实时视频和 AI 辅助，将视障用户与健视志愿者及接受过专业培训的希尔顿员工连接起来。宾客可使用该应用获取实时引导，以便在酒店内顺畅通行并顺利使用客房设施。尽管这一合作提升了服务的包容性，但挑战依然存在：该服务高度依赖稳定可靠的网络连接，部分老年宾客在适应新技术时可能会遇到困难，且一些用户在寻求帮助时可能存在心理顾虑，这些因素都在一定程度上限制了该应用的实际成效。