As the Yonkers Climate Action Plan (YCAP) charts a path toward zero emissions by 2050, the city is reimagining how sustainability can be embedded into every resident's experience. Moving beyond compliance-based environmental programs, Yonkers is pioneering an experience-led approach—mapping citizen journeys such as home retrofits or electric vehicle adoption to make green choices simple, accessible, and rewarding. Through self-service digital tools like the YCAP Action Portal and automated permitting, the city empowers residents to take ownership of their climate efforts, while enriching each interaction—from waste collection to building inspection—with proactive education and data-driven guidance. The result is a service model that drives environmental impact through everyday engagement.

• Discovering how journey mapping can turn climate goals into customer-led experiences
• Learn how self-service and automation reduce administrative burden while boosting customer participation
• Understanding how service design principles can transform sustainability from obligation to opportunity