UX, SERVICE DESIGN, PUBLIC SECTOR

Turin Registry Office — Website Redesign & Chatbot

Redesign of the Turin Registry Office digital services with chatbot integration, aiming to simplify complex procedures and reduce waiting times for citizens.

Timeline

4 months

Team

5 designers

My Role

UX Designer: research, usability testing, wireframes, chatbot interaction design

Challenge

Simplify complex bureaucratic services (like change of residence) and reduce in-person office visits by redesigning the registry office website.

Solution

End-to-end website redesign with a guided procedure, chatbot assistant (“Ian”), improved information architecture, and mobile-first UI tested with citizens.

Overview Research Info Architecture Chatbot innovation Design Results

Overview

The Registry Office of Turin collaborated with Politecnico di Milano to improve its public services. We focused on redesigning the website and integrating a chatbot to simplify key procedures such as the change of residence, and to reduce citizens’ need to physically visit the office.

Research

We conducted:

Observations & interviews at registry offices to map pain points
Desk research on municipal digital services
Digital ethnography to understand user behaviors online

Key finding: Procedures were confusing, with poor information architecture, leading to long queues and frustrated citizens.

Information Architecture

We analyzed the current website structure, highlighted inefficiencies, and created a new simplified architecture to support guided tasks.

Chatbot Innovation

We designed Ian, the chatbot, to act as a digital assistant:

Guides citizens through procedures step by step
Uses multiple-choice questions for clarity and confidence
Redirects users directly to the correct pages — simulating a human assistant

This reduced uncertainty and increased citizens’ autonomy in completing services.

Design Process

- Paper mockups and wireframes of new flows - Interactive prototypes with Adobe XD - Two rounds of usability testing with iterative improvements - Mobile-first responsive design for accessibility

Results

- Citizens found the guided website flows intuitive - Chatbot prototype received positive feedback for reducing confusion - Enabled the vision of self-service kiosks in offices, reducing queues and staff workload

Project Infos

Politecnico di Milano - Course of Digital Design Studio

February 2019 - June 2019
With: Colombo, Picardi, Shahriari, Zheng.