Mapping Smart Mobility Technologies at Istanbul New Airport Using the Customer Journey

Abstract

We are in an era in which urban populations exceed rural populations for the first time in history. Therefore, it is becoming more difficult to manage cities due to overcrowding. On the other hand, developing technology enables city administrations to benefit from citizens' data and serve them in smarter ways. A component of this management tool, smart mobility refers to beneficial technology that improves individuals' mobility. Technology is also an important tool for providing customer experiences in smart cities. This study is focused on Istanbul New Airport as a case for smart mobility in which various technologies are implemented to create memorable experiences for passengers. These experiences were mapped with a strategic management tool, customer journey mapping (CJM), which is increasingly popular with both academics and urban administration because it helps to identify customer touch points. Using this tool, passenger experiences are matched with technological applications, and some suggestions are provided based on customers' experiences.