Understanding Users of Integrated Mobility Platforms

Transport policies may not fully reflect the experiences and preferences of the people they are meant to serve. Although integrated mobility platforms offer new opportunities to observe travel behaviour at scale, the behavioural data they collect is not always aligned with public sector needs—often lacking completeness, context, or actionable insights.

This project responds to that challenge by emphasising the broader goal of understanding travellers. It addresses the following question: how can behavioural data from mobility platforms and other sources—both existing and emerging—support public authorities in developing more user-centred transport systems? By enabling policymakers to better leverage available data and identify when deeper behavioural insights are needed, the report aims to more effectively integrate the motivations, perceptions, and choices of travellers into transport policy. In doing so, it seeks to shrink the gap between technological possibilities and policy relevance, ultimately supporting more evidence-based decision-making.

This project works over two phases:

• Phase 1 delivers a checklist-based tool for policymakers, linking regulatory and planning tasks (e.g., fare reform, accessibility improvements) with the types of behavioural data best suited to inform them. The tool is designed to help decision-makers assess which insights can realistically be derived from existing data, identify key gaps, and account for practical constraints—including legal limitations, methodological biases, and institutional considerations such as budget constraints or competing priorities. The aim is to provide a structured yet flexible framework for evaluating the relevance and reliability of behavioural data in diverse contexts.
• Phase 2 demonstrates how additional behavioural insights can be generated through complementary research methods—specifically, surveys and focus groups designed to surface user perspectives which are not always visible in otherwise. This phase will pilot a survey instrument to explore how travellers perceive and evaluate their mobility choices, incorporating dimensions such as satisfaction, as well as psychological and social factors. These insights may reveal hidden frictions or unmet needs that may otherwise go undetected. By combining behavioural data with structured qualitative insights, the project will offer a richer approach for developing responsive and inclusive mobility policies.