The HORIS project endeavors to create a digital one-stop-shop (OSS) to simplify and enhance the home renovation process, focusing on energy efficiency, renewable energy solutions, and alleviating energy poverty. Central to this project is the Integrated Home Renovation Service (IHRS), which includes the Green Menu, an intuitive interface designed for simplifying decision-making and promoting sustainable options. The HORIS OSS is built on trustworthiness, digital integration, and optimal user experience. This project uniquely extends beyond the traditional OSS, providing not just information but also assistance in decision-making and the renovation process. The HORIS Customer Journey is meticulously crafted by Consortium Partners to address and mitigate common challenges, with the aim of establishing a trustworthy and seamless experience for homeowners.

Several OSS implemented in recent years in HORIS's target countries—Spain, Italy, and Portugal—have been analyzed. This analysis covers understanding the type of office—whether in-person, virtual, or hybrid—and the extent of the customer journey they provide, including information, advice, decision-making support, processing, and follow-up. The scope of services offered by the OSS varies widely. Additionally, it has been noted that the initial intentions and ambitions for the extent of user support and project follow-up were higher than what was actually achieved.

These insights are crucial in understanding how to effectively tackle similar challenges faced in the HORIS project. The emphasis is on deriving practical lessons from these projects to address specific pain points in the HORIS customer journey, ensuring a robust and efficient implementation of the HORIS OSS.