A systematic review of mobility-as-a-service (MaaS): user profiles, app features, persuasive design and user interactions with MaaS

Mobility-as-a-Service (MaaS) platforms aim to integrate various modes of transportation into a single digital interface that allows users to plan, book, and pay for trips. To foster adoption and encourage sustainable mobility behaviors, MaaS services must be adapted to the diverse needs and expectations of users. This systematic review, conducted in accordance with PRISMA guidelines, synthesizes current evidence across five core dimensions: user profiles, app features, persuasive design strategies, user interactions, and contexts of use. Findings indicate that MaaS tends to attract younger adults, urban residents, highly educated individuals, and those who are already familiar with multimodal or shared transport systems. Core functionalities that users value most include real-time information, integrated ticketing, booking capabilities, route planning, and personalization features. Among these, real-time updates and seamless payment processes are considered particularly critical for user satisfaction. Although persuasive design elements are frequently mentioned to encourage behavioral change, their actual effectiveness remains largely untested due to a lack of empirical evaluation. Commuting emerges as the dominant use case for MaaS, though the literature also highlights potential in leisure, tourism, and social contexts. Future studies should focus on evaluating persuasive strategies in real-world MaaS applications, expanding understanding of rural users, and exploring user journey dynamics across various contexts. Addressing these gaps is essential to developing more effective and user-centered MaaS platforms that support sustainable urban mobility transitions.