Urban Air Mobility Vertical Customer Experience

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).

Authors

Publication Details

Journal
Zenodo (CERN European Organization for Nuclear Research)
Published
2026-01-27
DOI
https://doi.org/10.5281/zenodo.18384816
Primary Topic
Persona Design and Applications
Type
article
Field-Weighted Citation Impact
0.00
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article

Urban Air Mobility Vertical Customer Experience

Francesco de Bosio, Matteo Gardini, Serena De Mori, Ottavio Pedretti et al.
Zenodo (CERN European Organization for Nuclear Research)
Persona Design and Applications
article

Urban Air Mobility Vertical Customer Experience

Francesco de Bosio, Matteo Gardini, Serena De Mori, Ottavio Pedretti, Giulia Setti, Federica Bosco
article en

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).

Zenodo (CERN European Organization for Nuclear Research)
Sustainable cities and communities
Openalex Percentile: Top 79%
Persona Design and Applications
DOIOpen Access PDFOpenAlex
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Urban Air Mobility Vertical Customer Experience — Francesco de Bosio, Matteo Gardini, et al. · Zenodo (CERN European Organization for Nuclear Research) (2026) | TGRS Research Map | TGRS