Getting to Know Your Customer: Onboarding in an Urban Mobility Ecosystem

Daniel Richter () and Jürgen Anke ()
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Daniel Richter: HTWD University of Applied Sciences, Digital Service Systems Group
Jürgen Anke: HTWD University of Applied Sciences, Digital Service Systems Group

A chapter in Shaping the Digital Future Through Innovation and Practice, 2026, pp 29-44 from Springer

Abstract: Abstract In recent years, mobility ecosystems formed in German urban areas, comprising of sharing-based providers and traditional public transport. Access to these ecosystems and service integration is inhibited by multiple onboarding processes during which customer information is exchanged and verified. We conducted a case study investigating the onboarding processes of four mobility providers in an urban mobility ecosystem to show by which means informational demands are satisfied and to enable a discussion on the design space for such processes. We show how different institutions shaping mobility service exchange relationships determine informational demands and the technical procedures used to satisfy these during onboarding processes. This results in diverse technical procedures impacting value co-creation in multiple dimensions, such as identity costs. We introduce the MINTI framework discussing our findings in the light of novel technologies such as digital wallets. Future research is needed to further systematize onboarding design choices and quantify their impacts.

Keywords: Customer onboarding; Service ecosystems; Urban mobility; Digital identity; Case study (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:spr:lnichp:978-3-032-08489-7_3

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DOI: 10.1007/978-3-032-08489-7_3

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