Bus stops in Riobamba had significant deficiencies in safety, accessibility, and comfort, which limited the effective use of public transport and affected the urban mobility of the population. Improving these conditions was crucial to promote sustainable, inclusive and safe mobility in the city. This study was quantitative and descriptive, based on 420 user surveys and the direct observation of 140 stops, complemented with georeferencing and comparative review of specialized literature. The findings showed that most of the stops lacked adequate lighting, shelter, signage and universal access, with 68% of users perceiving low safety. The most in-demand technologies included real-time information systems (72%) and video surveillance (65%). The proposed model of smart stops will improve accessibility, safety and comfort for users, encouraging greater use of public transport. By addressing the main infrastructure and technology gaps, the intervention contributed to inclusive and safe urban mobility, directly contributing to Sustainable Development Goal 11 and offering a replicable framework for other medium-sized cities seeking to optimize their public transport systems.