The New York Metropolitan Transportation Authority (MTA) is implementing a pilot program to connect people who are deaf or hard-of-hearing with instant, on-demand American Sign Language (ASL) interpreters while using the transit system.

Convo Access is a mobile smartphone and web-based application that allows users to scan a QR code to connect with a live interpreter and chat with an MTA employee about service changes, payment, or other parts of their journey.

The pilot program was initially deployed at Penn Station, Times Square, and Port Authority and is free for all customers. Those locations saw a 94% activation rate and users reported enhanced personal connections and more natural interactions with transit staff.

Evolving Transit Tech Lab Pilots

The program was deployed after a successful initial Transit Tech Lab proof of concept. Transit Tech Lab is a private-public 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."

With the announcement of the pilot program, Convo Access will be coming to various locations including select NYC Transit Customer Service Centers, Long Island Rail Road stations, and Metro-North Railroad stations.

The Convo Access Pilot will run through at least November 2025. During this time period users can submit questions and feedback.

“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.”

Building on Previous Accessibility Tech

The MTA and Transit Tech Lab introduced NaviLens and NaviLens Go in 2023. 

The free smartphone apps translate visual information into accessible formats when users scan a NaviLens code in a subway station or at a bus stop.

The apps read out information including arrival times, elevator status, and information about in-station features to help blind and low-vision riders use the transit system.