AI for All: How Hong Kong's MTR is Revolutionizing Inclusive Travel

HONG KONG, SAR – March 19, 2026 – A groundbreaking collaboration between MTR Corporation and technology firm Cherrypicks has earned industry-wide recognition for its significant strides in making public transport more accessible. The partnership’s “MTR • Care App 2.0” campaign was recently honored with a Bronze Award for Best Use of AI & Technology at the prestigious IAB Hong Kong Digital Awards 2025, signaling a major validation for technology designed with social impact at its core.

Competing against a field of nearly 200 digital campaigns, the award highlights the app's success in leveraging artificial intelligence and mobile technology to transform the daily commute for elderly passengers and individuals with special needs. This recognition moves beyond celebrating mere technological novelty, instead focusing on a practical, deployed solution that is actively fostering a more inclusive urban environment in one of the world's busiest cities.

Redefining the Commute with Smart Technology

The MTR • Care App 2.0 is more than just a route planner; it is a comprehensive digital companion designed to address specific real-world challenges faced by passengers requiring extra assistance. The app seamlessly integrates a suite of advanced technologies—including geofencing, Bluetooth audio beacons, Wi-Fi positioning, and real-time data feeds—to deliver a personalized and stress-free travel experience. Since its initial launch, the platform has already attracted over 30,000 users, a testament to its practical value.

At the heart of the app is a user-centric design philosophy. During its development, Cherrypicks and MTR actively involved representatives from elderly and visually-impaired community groups, ensuring the final product was intuitive and genuinely useful. The interface features enlarged text and graphics, simplified route suggestions, and voice input capabilities to cater to a wide range of users.

Key features that set the app apart include:

• In-Station Navigation for the Visually Impaired: This function has been a game-changer, using a network of audio beacons to provide step-by-step audio guidance through complex station layouts. Previously a trial, the service has been expanded across major MTR lines, empowering visually impaired users with greater independence.

• Real-Time Barrier-Free Information: The app provides live updates on the operational status of station lifts and escalators. This allows users who rely on these facilities to plan their journeys in advance and avoid unexpected obstacles.

• On-Demand Assistance: For the first time, wheelchair users can book a portable ramp online ahead of their journey, ensuring staff are ready to assist them in boarding and alighting from trains. Similarly, a feature for hearing-impaired passengers allows them to request non-emergency assistance from station staff directly through the app, breaking down communication barriers.

This fusion of technologies creates a safety net for passengers, reducing the anxiety often associated with navigating a fast-paced public transport system and turning the MTR into a more welcoming space for everyone.

An Award for Impactful Innovation

The IAB Hong Kong Digital Awards are a benchmark for excellence in the region's digital industry. The 'Best Use of AI & Technology' category specifically recognizes initiatives that apply technology to drive measurable results and generate meaningful impact for consumers and the community. The MTR • Care App 2.0’s win underscores a growing trend of 'AI for Good,' where technology is harnessed to solve societal challenges.

Ms Annie Leung, General Manager – Marketing & Customer Experience of MTR Corporation, commented on the achievement. "MTR is committed to building a safe, inclusive and barrier-free travelling environment to provide a more comfortable journey for passengers with different needs," she said. "The award reaffirms our team's efforts in leveraging AI and emerging technologies to advance smart mobility. We will continue to strive for excellence, applying innovative technology to help elderly and special-needs passengers travel with ease."

Echoing this sentiment, Mr. Kenny Chien, CEO of Cherrypicks, highlighted the collaborative spirit behind the project. "This recognition reflects our longstanding partnership with MTR Corporation and our shared commitment to leveraging AI to build a more inclusive society," he stated. "We remain committed to delivering innovative solutions that drive meaningful change for our clients and the wider community."

The Architect of Smart City Solutions

For Cherrypicks, this award is another milestone in a history steeped in innovation. Founded in 2000, the Hong Kong-based company, now a subsidiary of NetDragon Websoft Holdings, has established itself as a leader in the Asia-Pacific region for smart city technologies, augmented reality, and AI. With over 100 international awards to its name and its early startup journey featured as a Harvard Business School case study, the firm has a proven track record of delivering cutting-edge solutions.

The MTR • Care App 2.0 serves as a powerful case study for the company's broader strategy. It demonstrates an ability to move beyond enterprise solutions and deploy technology that delivers tangible community benefits. This approach is further bolstered by strategic growth initiatives. In August 2025, Cherrypicks formed a strategic alliance with Zhongke WengAI, a move designed to bring China's core AI technologies to global markets and inject new momentum into Hong Kong's own AI ecosystem. This partnership positions the tech firm to further enhance its capabilities and tackle even more complex urban challenges.

A Blueprint for Future Accessible Cities

The success of the MTR • Care App 2.0 is not an isolated event but a key component of MTR's wider digital transformation and Hong Kong's ambition to become a world-leading smart city. MTR has been actively exploring other technological enhancements, including visual alerts for hearing-impaired passengers and an AI-powered augmented reality navigation system being used in its Shenzhen operations.

These initiatives reflect a fundamental shift in how public infrastructure is being designed and managed. By embedding intelligent and assistive technologies directly into the transport network, cities can dramatically lower barriers to mobility and promote greater social equity. The collaboration between a public transport giant like MTR and a nimble tech innovator like Cherrypicks provides a powerful blueprint for how public-private partnerships can accelerate this transition. As cities worldwide grapple with aging populations and the need for more inclusive services, this award-winning app serves as a compelling example of how technology, when applied with empathy and purpose, can help keep everyone moving forward.