What Planners Need to Know
Development projects, big or small, start with a simple idea. Whether your customer is a homeowner in need of a backyard shed or a seasoned developer tackling a massive redevelopment project, everyone's measure of success is to get to groundbreaking as quickly as possible with the least amount of angst.
No matter the project size, the whole pre-development process breaks down into three main parts: gathering information, designing the project, and getting the needed approvals.
The early stages involve finding and understanding basic zoning parameters, which in many communities can be a herculean feat. As the project scope crystallizes, a team must design it, considering developer requirements and adhering to the few or many details specified in the zoning code. Development standards, embedded within the zoning code, can significantly impact project design, leading to subtle or substantial alterations to the initial idea.
Once project plans are finalized, they undergo a review process, marking the concluding leg of the journey to construction. Administrative reviews, lasting a few days or weeks, may suffice for some projects, while others necessitate one or more public reviews spanning months, potentially involving neighboring stakeholders.
At each step of this journey, friction points emerge. At any point, project owners can decide to adjust their plans, halt the project, or explore alternative locations.
A Typical Customer Journey
The zoning process is predominantly involuntary.
Numerous decision points exist.
Frequent interactions take place between staff, developers, and potentially neighbors.
Multiple potential friction points emerge during the journey.
The journey takes time.
It involves varying levels of uncertainties, translating to different risk levels.
Navigating zoning isn't easy for property owners or neighbors. As municipal planners and local government officials, our objective is to make zoning details more easily accessible and understandable. Think of a well-organized zoning code as a trail map for property owners, guiding them through uncertainties.
Maintaining a balanced code, hitting the sweet spot without going overboard, is crucial for this endeavor. Moreover, sharing the game plan with property owners – ensuring clear communication on the development review process – can provide more clarity up front on risks and costs.
What Does the Journey Look Like for Your Constituents?
Whether creating an entire code or amending an existing code, the municipality must be very mindful of the customer journey and what that looks like to those who are actually using the code (because they have to). When we do that, we'll shift our focus from purely rules-based development requirements to being a trusted partner in building a thriving community.
Every community can take steps to improve the customer journey that will create positive outcomes for everyone.
Stay tuned here, as we begin to share some ideas on ways you can begin to move the needle. And, if you have tried something that has worked well, let us know and we'll pass it along.