The World’s First ‘Pop-Up’ Urban Airport: A User-Centred Design Approach to Understand the Customer Journey

Katarzyna Zdanowicz, Paul Herriotts, William Payre, Dean Mangurenje, Stewart Birrell

    Research output: Chapter in Book/Report/Conference proceedingConference proceedingpeer-review

    1 Citation (Scopus)
    92 Downloads (Pure)


    Urban Airport is a transportation infrastructure for electrically powered Vertical Take-Off and Landing (eVTOLs) aircrafts, or so-called flying cars. It is one of the emerging solutions for improving urban environments in terms of sustainability and traffic. This paper explores how adapting a human-centred design approach enhances passengers’ journey through the future Urban Airport. In order to deliver a user-friendly experience, accessibility, comfort and efficiency are vital. Understanding users’ journey throughout the Urban Airport will help us comprehend how the infrastructure should be designed for targeted user groups with different characteristics and expectations. This paper presents three user personas and associated storyboards to provide insights into the spectrum of goals, needs and frustrations of the Urban Airport potential users.
    Original languageEnglish
    Title of host publicationHuman Interaction, Emerging Technologies and Future Systems V
    EditorsTareq Ahram, Redha Taiar
    Number of pages8
    ISBN (Electronic)978-3-030-85540-6
    ISBN (Print)978-3-030-85539-0
    Publication statusPublished - 2021
    Event5th International Conference on Human Interaction & Emerging Technologies - Virtual event
    Duration: 27 Aug 202129 Aug 2021

    Publication series

    NameLecture Notes in Networks and Systems book series
    ISSN (Print)2367-3370
    ISSN (Electronic)2367-3389


    Conference5th International Conference on Human Interaction & Emerging Technologies
    Abbreviated titleIHIET 2021
    Internet address

    Bibliographical note

    Copyright © and Moral Rights are retained by the author(s) and/ or other copyright owners. A copy can be downloaded for personal non-commercial research or study, without prior permission or charge. This item cannot be reproduced or quoted extensively from without first obtaining permission in writing from the copyright holder(s). The content must not be changed in any way or sold commercially in any format or medium without the formal permission of the copyright holders.

    Funding Information:
    The authors would like to thank the funder: Innovate UK under the Future Flight Challenge (FFC), a 4-year, ?125 million Industrial Strategy Challenge Fund (ISCF) programme. This work was completed as part of the Air-One project (FFC grant number 75685) with lead partners Urban-Air Port and project partners Small, Malloy Aeronautics, Coventry City Council, Coventry University and Hyundai Urban Air division.


    • Urban air mobility infrastructure
    • User experience
    • Flying cars

    ASJC Scopus subject areas

    • Signal Processing
    • Control and Systems Engineering
    • Computer Networks and Communications


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