Focusing on Mobility Solutions as a Short-Distance Mobility Service Provider

Keisuke Sugiura, Head of the Corporate Mobility Solutions Business Division

For seniors and people with disabilities, walking long distances at tourist destinations and leisure facilities can be a significant burden. It is often difficult for them to move at the same pace as family members or other companions, and in many cases they give up on walking together with others.

WHILL Inc., a short-distance mobility service provider offering devices that meet electric wheelchair standards, believes that mobility services should not only support everyday life but also cover accessibility at tourist destinations. With this in mind, the company provides a rental service for its easy-to-use short-distance mobility devices that do not require a license. For this article, we spoke with Keisuke Sugiura, Head of the Corporate Mobility Solutions Business Division.

Creating Over 120 “WHILL SPOTs” Across Japan

WHILL SPOT at Odawara Castle Park

WHILL SPOT at Akebonoyama Agriculture Park

As Japan’s population continues to age, more people are finding it difficult to walk long distances. To help enable mobility so that no one is left behind, WHILL has accelerated the rollout of its WHILL mobility service and increased the number of “WHILL SPOTs” at tourist facilities and destinations throughout Japan, including Tokyo. There are now over 120 WHILL SPOTs around Japan, which can be found at sightseeing areas, theme parks, parks, hotels, museums and galleries, convention centers, commercial facilities, and rental car and taxi hubs.

This nationwide expansion has been driven by the rapid aging and diversification of Japanese society along with growing inbound tourism, which have led to rising demand for mobility from a wide range of customers. According to a WHILL survey (see note), one in two seniors concerned about their lower-body strength have given up on outings due to worries about their own stamina or the inconvenience they may cause to those accompanying them. The survey also revealed that many family members hesitate to invite seniors out due to worries about fatigue and physical strain. At the same time, following a legal revision in April 2024 that made the provision of reasonable accommodations mandatory for private-sector businesses, facilities and destinations have become increasingly aware of and proactive about improving accessibility.
Note: WHILL survey conducted in August 2023 among 300 men and women aged 65 and over nationwide who feel or are beginning to feel physical decline.

　

Feedback from corporate partners and users of the WHILL rental service indicates that it has increased mobility within facilities and local areas, contributing to greater activity levels and higher customer satisfaction. In tourist areas, for example, the service helps reduce the physical burden of walking long distances between dispersed attractions, allowing visitors to spend more time on-site and enjoy richer experiences. It is particularly helpful in hilly tourist areas with many slopes. At hotels, the service can be used as a means of transportation to nearby facilities, providing alternatives to walking and leading to improved customer satisfaction and a broader range of guests.

The Origins of WHILL’s Development

WHILL’s lineup of short-distance mobility

WHILL began in the fall of 2009, when a group of young engineers who aspired to solve social issues through technology were working day and night to research and create a variety of products. The turning point came in 2010, when a wheelchair user said, “I’ve given up on going to the convenience store just 100 meters away.”

Wheelchair users face not only physical barriers such as rough terrain and stairs, but also psychological barriers associated with being seen as “confined” to a wheelchair. Believing that both barriers could be overcome through design and technology, the team decided to create an innovative personal mobility device that “everyone would want to ride.”

After overcoming many challenges, including fundraising and acquiring mass-production know-how, WHILL launched its first product, the WHILL Model A, in 2014. The “A” symbolized the beginning of WHILL. The product sold out immediately upon release, and its design and originality were highly praised, earning the 2015 Good Design Grand Award. Neither a car, a motorcycle, nor a bicycle, the WHILL Model A emerged as a new short-distance mobility solution that expands freedom of movement beyond walking.

WHILL SPOT Locations in Tokyo

WHILL SPOT at Haneda Airport Terminal 1

WHILL SPOT at Tokyo Dome City

As of December 2025, WHILL SPOTs in Tokyo have been installed at the following areas:
・Takanawa Gateway City
・Azabudai Hills
・Tokyo Dome City
・Terminal 1 first floor arrival lobby at Haneda Airport
・Miraikan - The National Museum of Emerging Science and Innovation
The WHILL SPOT at Haneda Airport, offered as the “Haneda Airport Wheelchair and Stroller Rental Service,” is operated by the NPO Barrier Free Network Conference. According to Masahiro Sakakibara, who works on rental operations, the spot has four WHILL devices available and is especially popular with international visitors given its location at the center of the Terminal 1 first floor arrival lobby. Typical rental periods range from three to four days, and some users rent for as long as two weeks. The convenience of being able to rent immediately upon arrival in Japan has been well received.

Azabudai Hills, meanwhile, is a mixed-use complex with the theme of “Green & Wellness” and is characterized by changes in elevation that make use of the area’s natural terrain. With the introduction of WHILL, accessibility within the facility has increased, particularly for seniors and those who have difficulty walking long distances.

Fostering a Culture That Embraces Short-Distance Mobility Devices When Walking Is Difficult

Short-distance mobility devices are a convenient way to help people get around, but there are places they cannot accommodate physically, such as stairs, making improvements to ground-level infrastructure necessary as well. When introducing WHILL SPOTs, facilities are provided with a comprehensive package that includes device rentals, insurance, after-sales support, and a device management system. This structure allows facilities to operate the service with confidence, but it does involve costs. Depending on each facility’s policy, WHILL devices may be offered to users either free of charge or for a fee, and there is an ongoing challenge of determining who should bear the cost of convenience. When implementing the service, facilities are also asked to carefully consider placing WHILL rental stations in locations that are easy for visitors to find and access. In addition, the company requests that facilities clearly communicate information about WHILL on their websites as part of their barrier-free amenities and attentive customer service.

At present, the convenience of short-distance mobility in tourism is still not widely recognized. Many who see people using WHILL devices make comments such as “If I had known about this in advance, I would have brought my parents,” or “I would have used this if I had known about it earlier.” This makes the above measures at the time of introduction particularly important. There are also people who feel uncomfortable or self-conscious about using these devices, finding it embarrassing. By expanding WHILL SPOTs nationwide, WHILL aims to foster a culture in which people freely use mobility devices when walking becomes difficult, so they can fully enjoy their time at their destination while conserving their energy.

Tokyo is home to many attractive destinations that families across three generations would want to visit, including large outdoor gardens and zoos. In fact, many customers have requested the introduction of WHILL at places such as Ueno Zoo and Kasai Rinkai Park. In response to this feedback, the company plans to expand installations at additional facilities in Tokyo from spring onward. WHILL devices are already widely used by inbound tourists. As the WHILL mobility service continues to spread across such facilities and destinations, it will contribute to enhancing Tokyo’s presence as a city with world-class accessibility that is easy for people of all ages, nationalities, and physical conditions to enjoy.