Linking user requirements to government goals in mobility-as-a-service concepts

This study investigates the relations between governmental goals and user requirements for Mobility-as-a-Service (MaaS). Local governments are interested in implementing MaaS to achieve their goals for mobility. These governments are largely unaware of the user requirements that need to be met to reach a sufficient user base. Through literature review, analysis of municipal policy documents, interviews with policymakers, impact reflections, and practical tests of existing services, an overview is provided of governmental goals and user requirements related to MaaS. These goals and requirements are used to design a tool for assessing and illustrating their relations to each other. Relations are categorized as opportunities, risks, or conflicts. The tool encourages policymakers to use creative thinking looking at issues from a user-based perspective. Policymakers thereby understand better what is needed of MaaS. The tool will aid the design of effective MaaS products that align with the governmental goals and user requirements.