[et_pb_section fb_built=”1″ next_background_color=”#ffffff” admin_label=”Center Aligned Text ” _builder_version=”4.16″ background_color=”#f8fbfe” background_color_gradient_direction=”135deg” background_color_gradient_start=”#0195df” background_color_gradient_end=”#174a8f” background_image=”https:\/\/yawave.com\/wp-content\/uploads\/2022\/02\/yawave_bg_v2.jpg” custom_padding=”|0px||0px|false|false” bottom_divider_style=”waves” bottom_divider_flip=”horizontal” bottom_divider_style_tablet=”waves” bottom_divider_style_phone=”wave” bottom_divider_style_last_edited=”on|phone” bottom_divider_height_tablet=”” bottom_divider_height_phone=”60px” bottom_divider_height_last_edited=”on|phone” animation_direction=”bottom” global_colors_info=”{}”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.16″ _module_preset=”default” custom_margin=”50px||50px||false|false” custom_padding=”||||false|false” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.5″ _module_preset=”6ca588f9-ac17-4b5e-aa89-4a59b7cc4e0f” global_colors_info=”{}”]<\/p>\n
Based on the residents experience path<\/p>\n
[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Features CTA Section” _builder_version=”4.16″ use_background_color_gradient=”on” background_color_gradient_stops=”#ffffff 50%|rgba(229,229,229,0.25) 100%” background_color_gradient_start=”#ffffff” background_color_gradient_start_position=”50%” background_color_gradient_end=”rgba(229,229,229,0.25)” custom_padding=”100px|0px|100px|0px” bottom_divider_style=”waves” bottom_divider_color=”#FFFFFF” bottom_divider_flip=”horizontal” bottom_divider_style_tablet=”waves” bottom_divider_style_phone=”wave” bottom_divider_style_last_edited=”on|phone” bottom_divider_height_tablet=”” bottom_divider_height_phone=”60px” bottom_divider_height_last_edited=”on|phone” saved_tabs=”all” global_colors_info=”{}”][et_pb_row _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text ul_item_indent=”60px” _builder_version=”4.19.5″ _module_preset=”767f238d-fafc-4be0-b958-e66b59b9aa2a” ul_text_align=”left” custom_margin=”|||0px|false|false” global_colors_info=”{}”]<\/p>\n
Digitization does not stop at municipalities and cities. In order to better derive the requirements for resident-centric digitization, the municipality of Horw developed a detailed “experience map” – from moving in, through living and working life, to moving out or passing away. Based on this detailed resident path, the physical and digital experience can be orchestrated in a targeted manner to derive effective measures related to community attractiveness and digitization.<\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.5″ _module_preset=”767f238d-fafc-4be0-b958-e66b59b9aa2a” custom_margin=”|||0px|false|false” global_colors_info=”{}”]<\/p>\n
The municipality of Horw – a home for around 14,600 people, nestled in a picturesque setting with Lake Lucerne, numerous mountains and the vibrant city of Lucerne. Such location factors continue to play a central role in the attractiveness of a municipality as a place to live and work. But in a fast-moving age with ever more flexible ways of living and working and increasing digitization, it would be fatal to rest on such given factors. Rather, even as a municipality or city, one must place its very raison d’\u00eatre, the inhabitants and their needs, at the center of one’s own activities.<\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ _module_preset=”default” custom_margin=”||||false|false” custom_padding=”0px|0px|2px|0px|false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_image src=”https:\/\/yawave.com\/wp-content\/uploads\/2023\/02\/gemeinde-horw.jpeg” alt=”Horw municipality aerial view” title_text=”municipality-horw” align=”center” force_fullwidth=”on” align_tablet=”center” align_phone=”center” align_last_edited=”on|desktop” _builder_version=”4.19.5″ animation_style=”zoom” animation_direction=”left” animation_intensity_zoom=”5%” border_color_all=”rgba(51,51,51,0.1)” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.5″ _module_preset=”767f238d-fafc-4be0-b958-e66b59b9aa2a” ol_line_height=”1.7em” custom_margin=”|||0px|false|false” global_colors_info=”{}”]For the municipality of Horw, the question arose of how to make the journey of different target groups within a citizen’s life visible on the one hand and how to better understand it by consistently taking the residents’ perspective on the other. The relevance for action to initiate and live out such a process in a targeted manner was additionally increased by various challenges and questions:<\/p>\n
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[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_blurb image=”https:\/\/yawave.com\/wp-content\/uploads\/2023\/02\/ruedi-burkard-gemeinde-horw-2.jpg” alt=”Romano Caviezel” image_icon_width=”60%” _builder_version=”4.19.5″ _module_preset=”default” body_font=”Proxima Nova Light||||||||” body_text_align=”center” body_line_height=”1.8em” global_colors_info=”{}”]<\/p>\n
“The target picture of the experience path gives us orientation and helps us prioritize digitization measures. With yawave, we were able to effectively apply the concept of the customer journey to our community.”<\/span><\/p>\n Ruedi Burkard<\/strong> [\/et_pb_blurb][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.5″ _module_preset=”default” custom_padding=”70px|0px|3px|0px|false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][et_pb_text ul_item_indent=”30px” _builder_version=”4.19.5″ _module_preset=”767f238d-fafc-4be0-b958-e66b59b9aa2a” ul_line_height=”1.7em” custom_margin=”|||0px|false|false” global_colors_info=”{}”]<\/p>\n In order to clarify these issues and achieve the overarching goal of a consistent resident experience, a so-called Experience \/ Journey Mapping was conducted. In this way, all points of contact between the municipality and its residents could be brought together in a targeted manner on a large “big picture” to create an overall experience.<\/p>\n This approach was suitable precisely for the following reasons: <\/p>\n <\/p>\n Various interviews with the municipal council and key employees served as the basis for the “big picture”. This not only allowed for targeted information and detailed knowledge to be incorporated directly into the experience map, but also allowed for a more accurate sense of the common thrust of the future resident experience to be developed over time.<\/p>\n The various challenges and issues were picked up in the map both in terms of content and visuals. On the one hand, strategic topics such as emotional and rational resident needs and the recorded vision and strategy (mission statement, marketing characteristics incl. current maturity level and positioning) are recorded. These provide the direction for defining the target experience.<\/p>\n [\/et_pb_text][et_pb_image src=”https:\/\/yawave.com\/wp-content\/uploads\/2023\/05\/Einwohner-Erlebnispfad.png” alt=”customer journey municipality of horw” title_text=”Inhabitants experience trail” _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.5″ _module_preset=”767f238d-fafc-4be0-b958-e66b59b9aa2a” custom_margin=”|||0px|false|false” global_colors_info=”{}”]<\/p>\n The largest part of the Experience Map is the experience path – that is, the concrete journey that a resident goes through from location marketing and moving in to possibly moving out. For this purpose, all points of contact between the municipality and its population were broken down and analyzed in detail. A total of 43 touchpoints together form the overall “Horw” experience – these individual contact points need to be linked to form a continuous citizen journey. In addition to a detailed description, the following aspects in particular were also examined in more detail at each individual contact point:<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.5″ _module_preset=”default” custom_padding=”50px|0px|50px|0px|false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][dvmd_table_maker _builder_version=”4.19.5″ _module_preset=”default” tbl_row_header_count=”0″ tbl_column_header_count=”0″ hover_enabled=”0″ sticky_enabled=”0″][dvmd_table_maker_item _builder_version=”4.19.5″ _module_preset=”default” col_label=”Micro-Touchpoints” col_content=”Micro-Touchpoints Reifegrad (Ampel-Bewertung) Herausforderungen \/ Chancen Mengenger\u00fcst der Einwohnervorf\u00e4lle Art der Einwohnervorf\u00e4lle Zeitaufwand pro Fall Ausmass Identifikation \/Engagement Ausmass finanzielle Beitr\u00e4ge Signature Touchpoint (ja\/nein)” hover_enabled=”0″ sticky_enabled=”0″][\/dvmd_table_maker_item][dvmd_table_maker_item _builder_version=”4.19.5″ _module_preset=”default” col_label=”Intensit\u00e4t Kommunikation” col_content=”Intensit\u00e4t Kommunikation Involvierte Kan\u00e4le Digitalisierungspotenzial Digitalisierungsmassnahmen Digitaler Reifegrad Aktuelle Software Nutzung Zielgruppen-Fokus Zust\u00e4ndigkeiten Key Performance Indicators (KPI\u2019s)” hover_enabled=”0″ sticky_enabled=”0″][\/dvmd_table_maker_item][\/dvmd_table_maker][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.5″ _module_preset=”767f238d-fafc-4be0-b958-e66b59b9aa2a” custom_margin=”|||0px|false|false” global_colors_info=”{}”]<\/p>\n Especially the perspective of resident incidents (type, number, effort) had a high priority within the project, as this plays an important basis for targeted and prioritized digitization efforts. The central question was therefore: How can the volume, type and time spent on resident cases (inquiries, mutations, movements, etc.) be made visible at the various contact points in order to derive targeted measures at highly frequented touchpoints? To answer this question, each point of contact was reviewed for the type of incidents, specific time spent, quantity (number of cases), and overall volume (relative within the community). This approach addresses several issues (see above) – by digitizing purely transactional and frequently recurring incidents in a targeted manner, improving or digitally supplementing the citizen experience based on a clear data situation, and ultimately channeling investments into relevant, frequent incidents (digitization effort per incident -> max. ROI).<\/p>\n In order to determine the level of digital maturity and make gaps in terms of digital capabilities visible, the existing application portfolio was also inventoried and analyzed for each individual touchpoint. In this way, the municipality of Horw can see at a glance where there are still open construction sites within the residents’ path.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][et_pb_row _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.19.5″ _module_preset=”767f238d-fafc-4be0-b958-e66b59b9aa2a” custom_margin=”|||0px|false|false” global_colors_info=”{}”]<\/p>\n The municipality of Horw has managed to successfully apply a customer-oriented conceptual approach to the “Public Sector”. With the structured and visualized view of the entire citizen experience path, the municipality of Horw has a unified view of all interaction points with the population and the related service components of the administration.<\/p>\n The “Big Picture Residents’ Experience Path Horw” manages to align the various departments and residents’ councils on a common goal picture, to develop a common “language” with regard to residents’ contact points, and to provide new employees and suppliers with a quicker orientation about the municipality’s processes – it creates transparency and orientation. Not least because of this, this resident experience trail hangs prominently in the council chamber (see image below).<\/p>\n In particular, however, this created a foundation for an effective digitization strategy. By locating digitization requirements and applications along the touchpoints, the “big picture” enables both prioritization and holistic consideration of key digitization initiatives, as well as deprioritization of existing applications and the associated optimization of operating costs.<\/p>\n [\/et_pb_text][et_pb_image src=”https:\/\/yawave.com\/wp-content\/uploads\/2023\/02\/Horw-CX.png” title_text=”Horw CX” align=”center” _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}”][et_pb_text ul_item_indent=”30px” _builder_version=”4.19.5″ _module_preset=”767f238d-fafc-4be0-b958-e66b59b9aa2a” ul_line_height=”1.7em” custom_margin=”|||0px|false|false” global_colors_info=”{}”]<\/p>\n Various factors were decisive on the way to the result described above:<\/p>\n <\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ _module_preset=”default” background_image=”https:\/\/yawave.com\/wp-content\/uploads\/2022\/02\/yawave_bg_v3.png” custom_padding=”||||false|false” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text content_tablet=”<\/p>\n More Case Studies<\/p>\n HC Ambri Piotta<\/span><\/a><\/p>\n MS Sports<\/span><\/a><\/p>\n Raiffeisen Entrepreneur Center<\/span><\/a><\/p>\n ” content_phone=”<\/p>\n More Case Studies<\/p>\n HC Ambri Piotta<\/span><\/a><\/p>\n MS Sports<\/span><\/a><\/p>\n Raiffeisen Unternehmen- zentrum<\/span><\/a><\/p>\n ” content_last_edited=”on|phone” _builder_version=”4.16″ _module_preset=”default” text_font=”||||||||” global_colors_info=”{}”]<\/p>\n More Success Stories<\/p>\n HC Ambri Piotta<\/span><\/a><\/p>\n
President of the municipality of Horw<\/p>\nSolution<\/h2>\n
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Results<\/h2>\n
Success factors<\/h2>\n
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