MDI explored a variety of operating models to gather a true and consistent user point of view of the mobility and traffic system, thereby increasing understanding of the ‘regular customer’. The aim of the operating model was to develop the transport system – travel chains and mobility services – from the point of view of passengers, taking into account their wishes, needs and behaviour. In creating a new operating model, the most important thing is to understand the new laws and trends in civic activity and participation and the opportunities offered by new technology. The work was carried out in two expert workshops in January-February 2016 and completed in spring 2016. The project was commissioned by the Finnish Transport Agency and Trafi.