The Role of Urban Digital Services in the Daily Life of Moscow Residents: Scenarios of User Experience

In recent years, Moscow has been actively developing a digital ecosystem by implementing various digital services that cover all aspects of urban life. This study is dedicated to examining the role of these services in the daily lives of Muscovites, analyzing usage scenarios, and identifying emerging challenges. The research is based on qualitative methods, particularly semi-structured interviews with Moscow residents. The sample included respondents from different districts of the city, which allowed for consideration of the diversity of conditions and availability of digital services. The study found that Muscovites actively use digital services to solve everyday tasks such as navigation, grocery and food delivery, making medical appointments, and paying utility bills. These services significantly simplify the lives of city residents, saving time and resources. The main issues are related to data security, navigation system failures, and insufficient integration between different services. Based on all these data, users expect digital services to be convenient, multifunctional, and reliable. Thus, digital services play an important role in the daily lives of Muscovites, contributing to the improvement of quality of life and the efficiency of performing everyday tasks. However, for further development, it is necessary to improve service integration, enhance security, and consider the needs of all population groups.