Pilot Launched Through the Transit Tech Lab to Transform How Deaf and Hard-of-Hearing Riders Use the Transit System
The Metropolitan Transportation Authority (MTA) today announced a pilot program to connect people who are Deaf or hard-of-hearing with an instant and on-demand American Sign Language (ASL) interpreter while using the transit system. Convo Access is a mobile smartphone and web-based application that allows users to scan a QR code, connect with a live interpreter and chat with an MTA employee about service changes, payment, or anything regarding their journey.
The pilot, which is free to use for all customers, was initially deployed at Penn Station, Times Square, and Port Authority. Those locations achieved a 94% activation rate, with users reporting enhanced personal connections and more natural interactions with transit staff. The deployment follows a successful initial Transit Tech Lab proof of concept. The Transit Tech Lab is a public-private initiative created by the MTA and the Partnership Fund for New York City to make New York transit more accessible, responsive, and efficient.
"Delivering a solution for customers who are Deaf or hard-of-hearing to have direct communications with MTA employees is a great enhancement to the customer experience," said MTA Chief Accessibility Officer Quemuel Arroyo." This Pilot is going to redefine how we engage with our customers and allow us to explore new best practices ensuring equal access for all our customers throughout the MTA."
“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 MTA, we’re creating a transit system where everyone feels empowered and welcomed.”
“This pilot with the MTA, along with the broader testing of the service across the region with the Port Authority and New Jersey Transit, is an exciting step towards improving service for Deaf and hard-of-hearing transit riders,” said Senior Vice President of Innovation at the Partnership for New York City Stacey Matlen. “This work is yet another example of how we can use technology to provide New Yorkers with essential government services more effectively and efficiently. We are proud of how Convo and the other companies from last year’s Transit Tech Lab’s Customer Experience challenge are creating a better and more communicative transit system.”
Convo Access will be at the following locations:
NYC Transit Customer Service Centers:
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161 St-Yankee Stadium
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Atlantic Av-Barclays Ctr
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Times Sq-42 St
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Jackson Hts-Roosevelt Av
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St. George
Long Island Rail Road
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Atlantic Terminal
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Babylon
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Grand Central Madison
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Jamaica
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Penn Station
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Ronkonkoma
Metro-North Railroad
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Grand Central Terminal
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White Plains
Additional Locations
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Mobile Sales Operations (buses and vans)
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3 Stone Street
The Convo Access Pilot will run through at least November 2025. Users can submit questions or feedback through the Customer Feedback Form or email accessibility@mtahq.org.
In 2023, the MTA and the Transit Tech Lab introduced NaviLens and NaviLens GO, free smartphone apps that translate visual information into accessible formats. When users scan a NaviLens code in a subway station or at a bus stop, the app will read out information like train or bus arrival times, real-time elevator status, and information about in-station features to transform how blind and low-vision riders use the transit system.
"For the Deaf and hard-of-hearing community, real-time access to information is critical for a seamless and independent transit experience. The MTA’s Convo Access pilot is a groundbreaking step toward ensuring that all riders have equal access to transit services," said NYC Mayor's Office for People with Disabilities Commissioner Christina Curry. "NYC MOPD commends the MTA and its partners for leveraging innovative technology to enhance accessibility, and we look forward to seeing the positive impact this initiative will have on the daily lives of New Yorkers."
“I’m thrilled that Deaf and hard-of-hearing MTA riders will now be able to get live American Sign Language translation for customer support services through this pilot, said Manhattan Borough President Mark Levine. “After the successful launch at Penn Station, Times Square, and Port Authority, I’m confident that riders who use ASL to communicate will take advantage of this expanded program.”
"As an ACTA committee member focusing on Deaf and hard of hearing, I am so pleased MTA took up an innovative approach to provide on-the-go accessible communication tool using American Sign Language between Deaf/hard-of-hearing customers and MTA customer service staff,” said MTA Advisory Committee for Transit Accessibility Member Rachel Frumin. “Partnering with Convo, this innovative solution can become a mainstay for accessible communication for a better transit experience and access to information for the Deaf and hard-of-hearing community."