How the COVID-19 changed the urban mobility ecosystem: A perspective for new hybrid services


  • Jessica Leão
  • Teresa Sarmento
  • Vladimiro Feliz



Service Design, Sustainability, Urban Mobility Services, COVID-19


The unfettered expansion of cities is pushing our environment to the brink, as it faces a slew of unprecedented challenges that are intensifying the already critical issue of climate change. Part of the responsibility is due to the high carbon emissions generated by transport, rising demand for transportation, and an increased digitalized world where e-commerce grows. Mobility patterns changed during the last two and a half years due to the pandemic restrictions and consequent lifestyle changes. This paper focuses on a study in the city of Porto, Portugal. It contributes to an understanding of the main changes in frequency and mobility choices and urban mobility trends for this sector, focusing on sustainable urban mobility. In addition, it seeks to bring the service design lens to the analysis and visualization of the interactions of mobility services before and during the pandemic and propose solutions for a hybrid context characterized by cycles of restrictions and flexibilization of sanitary measures. The findings are a launching pad to implement new business models focused on sustainable new hybrid services.