Inclusive digitalized urban public facilities for sustainable cities: A comparative user-centered evaluation of benefits and challenges
Alireza Moghayedi
Abstract
• 19 benefits and 23 challenges of DUPFs identified and thematically grouped. • Cross-sector analysis compares user experiences across five UK facility domains. • Cross-group perspectives of marginalized and general users are evaluated. • Themes validated through exploratory and confirmatory factor analysis (EFA/CFA). • Findings aligned with SDGs and global urban resilience and digital policy frameworks. As cities increasingly adopt digital technologies, Digitalized Urban Public Facilities (DUPFs) have become central to inclusive and sustainable urban development. This study presents a comprehensive, cross-sectoral, and user-centered evaluation of DUPFs, examining the experiences of both general and marginalized users across five key DUPF types in the UK. Using a robust mixed-methods approach, including a systematic literature review, expert consultations, and a large-scale user survey, the study applies exploratory and confirmatory factor analysis and heat map matrix visualization to categorize 19 perceived benefits and 23 challenges into five and six thematic clusters, respectively. This structured clustering across diverse service domains advances current research by introducing an empirically validated and integrated framework that captures both common and divergent user experiences. Findings reveal that marginalized users prioritize accessibility, affordability, digital support, and inclusivity, while general users emphasize technical performance and convenience. Sector-specific analyses further highlight that user experiences are shaped by each facility's functional design and socio-technical context, while common expectations include real-time information access, reliability, and data privacy. Grounded in Digital Divide Theory, Sociotechnical Systems Theory, and the Technology Acceptance Model, this study introduces a novel typology of user needs and challenges. Its cross-group, cross-sectoral, and multi-dimensional framework, enhanced by visual mapping, goes beyond siloed or intuitive interpretations. The research offers actionable insights for policymakers, urban planners, and technologists to design DUPFs that are not only technologically robust but also socially inclusive and spatially equitable, supporting the development of sustainable smart cities and society.