Analyse registrar office and Turin and suggest a digital solution that would solve one of the found problems without changing the backend process of the officeMy role:
It's a team project. I participated in research, analysis, ideation, user testing, concept communication, wireframing, prototyping.Solution:
A digital mediator that guides visitors through the process and enables seamless multi language communication.
The initial brief described the central registry office of the city of Turin as the context of analysis and design.
The registry office is part of the public administration in Italy providing fundamental services related to ID cards, official certificates and changes of residence. The complexity of the services provided, the physical space and the variety of users lead to various difficulties in providing and receiving the service.
The brief has been presented with the specifications for designing the digital touchpoints of a service connected to a system that massively uses information from both sides: one of the systems that delivers the service and one of the users who have to interact with it.
The process consistent of 3 stages: analysis, conceptualisation and design.
To create a comprehensive overview of the environment, both the online and the offline environment of the Central Registrar's Office of Turin was analyzed.
The activities of the internal analysis included:
To analyse the users on the first stage of the project qualitative methods both attitudinal and behavioural were used. We observed the behaviour of the Registrar's Office visitors, conducted interviews with them. Also digital ethnographic research was conducted: we analysed user reviews on Google maps and user stories in the local newspaper.
As a result of our analysis we identified several problems. For the course scope we could not focus on all of them developing the service solution but had to choose one and propose a digital touchpoint solution. We focused on the following two.
We conducted an external analysis of the factors that could inspire us and influence the development of the new service. We conducted:
With a concrete base of internal and external analysis, the creative juices could finally start flowing. Our ideation phase follows a funnel model: go broad without limitations to create a wide selection of ideas, then go narrow for choosing the most potential and suitable touchpoint by mapping them onto a matrix to go deep for further development.
In our creative research we decided to focus on young international people who don't speak Italian. International mobility is a trend of recent years and we were eager to find a solution for such people.
Concept design included the following main stages:
During the design process we conducted several usability testings. First, with paper prototypes, then with interactive ones. Some of our findings were:
The final physical design centres on a desk where the visitor sit down and go through the procedures with the employee. The decision to create a design for sitting was mainly taking into consideration people in wheelchairs. The curved design of the soundproof panels and desk ensure safety but also make the touchpoint more welcoming.