Mobility-as-a-Service: a critical review and the generalized multi-modal transport experience

Considering MaaS still lacks a widely accepted definition, several pilots were launched without a solid reference, which has given rise to an unclear situation in market. This paper aims to help researchers and stakeholders to have an overall comprehension of MaaS and grasp a critical review on present concept by analysing the generalized multi-modal transport experience, service offerings of MaaS pilots and the knowledge raise by researchers and academic organizations, and then to summarize an generalized user experience map base on Multi-Level Service Design (MSD) model to narrow down the concept boundary and support further User-centred Design related researches.