Urban Air Mobility vertical customer experience technical framework

Zenodo (CERN European Organization for Nuclear Research) 2026 Open access

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Authors: Federica Bosco, Serena De Mori, Francesco de Bosio, Matteo Gardini, Giulia Setti, Ottavio Pedretti
DOI: 10.5281/zenodo.18384630
Cited by: 0

Abstract

'This document presents a user-centric technical framework for the design and evaluation of the Customer Experience (CX) in Urban Air Mobility (UAM) services. The work is structured in three phases: development of User Personas (such as Travellers and Visitors), Customer Journey mapping (identifying critical physical and emotional touchpoints), and analysis of Social Acceptance (evaluating public perception of safety, noise, and sustainability).

Fields of Study & Subjects

Air Traffic Management and Optimization Transportation and Mobility Innovations Persona Design and Applications

Publication details

Journal / source
Zenodo (CERN European Organization for Nuclear Research)
Publication date
27 January 2026
Language
EN