UNCHAIN is Horizon Europe innovation project, aiming to boost the cooperation between public authorities and logistics stakeholders, and to create a set of services for optimal and flexible urban logistics operation, management, planning and policymaking. This cooperation will unleash the potential that digitalization can bring to sustainable urban logistics, moving towards climate-neutral smart cities. As part of the project’s work plan, the consortium partners have identified emerging needs and requirements of all stakeholders involved in and affected by city logistics, leading to the definition of technical, operational and policy-based requirements user-centric, data-driven logistic cooperation framework and tools. The objective of this paper is to present the methodology and the results of the UNCHAIN project requirements analysis which includes a collaborative framework for identifying barriers, enablers, and recommendations regarding the improvement of urban logistics operations and policy making. The user requirements analysis was complemented with the analysis of Sustainable Urban Logistics Plans (SULPs), and Sustainable Urban Mobility Plans (SUMPs) of the cities involved in the UNCHAIN project demonstration sites, and the identification of the initial list of Key Performance Indicators that will be used to assess the UNCHAIN project outcomes.