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This framework designs and evaluates customer experience in urban air mobility, highlighting user perceptions and journey aspects.
'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).
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Bosco et al. (2026) studied this question.