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New Resident Journey

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New Resident Journey
in Kiryat Malachi

Facilitating a Design Thinking Workshop for Characterizing New Residents and Designing a New Resident Journey

Characterization of the Resident Journey

Kiryat Malachi is undergoing significant changes, with the construction of four new neighborhoods and the influx of thousands of new residents.

The demographic of these new residents differs from that of the existing population, presenting new challenges and diverse needs. How do we meet these new demands and enhance the service for residents? Using a Design Thinking methodology, we characterized customer profiles for the new residents and home improvers, creating a new resident journey that serves as a foundation for transforming the onboarding and service processes.

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Resident Profiles

Following research to evaluate resident experiences, which included observations, in-depth interviews, and data from surveys and focus groups, we defined several personas (resident profiles) tailored to the new apartment transition experience in Kiryat Malachi.

These personas reflect the primary demographic types considering the nature of the new neighborhoods, and we included two personas representing long-time residents who are also home improvers—meaning they are longstanding residents who have recently moved into new apartments in one of the new neighborhoods.
 

The new personas, primarily young couples, differ significantly from the long-time residents of Kiryat Malachi. They are categorized into three main groups: Religious Nationalists, Secular Individuals, and the Chabad Community (which has a significant presence in Kiryat Malachi). Each persona emphasizes specific municipal service needs, yet they all share a strong awareness and demand for high-quality urban services.


The other type of persona consists of home improvers. They are long-time residents whose main concern is keeping their young family members (children and grandchildren) close to them in Kiryat Malachi.

Scenarios

From the preliminary resident research, we developed key use scenarios tailored to the personas' characteristics. These use scenarios narratively illustrate residents' points of interaction and help refine and improve their experience.
 

They form the basis for creating the resident journey and help visualize and understand the concept for the design and development teams that will shape future services and interfaces.
 

These use scenarios can also serve as a foundation for testing experience processes and future usability studies.

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The Resident Journey

The resident journey provides a comprehensive understanding of the new resident experience, focusing on one of the personas characterized during the resident profile development phase. The journey begins at the point of interest, spans all points of interaction with the various municipal bodies up to the move into the new apartment, and continues through the support provided to new residents in municipal services even in the following years.

In each phase, the journey describes the persona's feelings, the information they consume, the actions they need to take, the interfaces that will assist them, who they consult, and which factors are involved—both from the municipality and third parties such as family, friends, and various service providers working with the municipality.

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