Summary:
In this research, we have created a new model called "Citizen Journey Map" by analogy to the "Customer Journey Map" in the context of a voting "digital experience". In order to properly design the citizen's digital journey, it is indeed crucial to understand the cultural and socio-demographic characteristics of the Swiss population and to consider all the stages of the various operational processes leading up to the vote (official announcement of the subject of the vote, opinion formation, role of the media and political parties, social networks, etc.). On the basis of these characteristics identified by field surveys, it is possible, thanks to the possibilities offered by digitization, to apply the principles of universal (or integrative) design and thus take into account the vulnerabilities of the entire population. As a case study here, we concentrate on one part of this citizen journey, which is the reading of the official voting documentation. This reading is all the more difficult for those who are voting for the first time, especially young voters, and those who do not master the national languages (French, German, Italian) perfectly. Digitization helps the reading, via a simple mobile phone or a tablet, by a so-called "augmented reality" process. The official document is thus "increased" or completed by a series of definitions, diagrams, translations, pictograms, etc. that allow a dynamic and simplified reading. This app contributes to civic engagement by promoting political knowledge co-creation. This is an in-progress research since the full-scale experiment that we intended to realize in 2020 has been postponed due the Covid.
SWITCH edu-ID
Administration
