Turin Registry office

The Registry office of Turin collaborated with Politecnico di Milano to increase the quality of its services. We conducted some research through observations and interviews at the registry office, desk research, and digital ethnography.

We discovered some problems and we generated different service implementations starting from our persona needs. We focus on the website redesign with a chatbot integration to help users through the procedure in the best way possible. This solution gives the possibility to use a self-service machine to take documents at the office, without standing in line and talking to the employee.

We analyzed the website's current architecture, created a new one and we produced paper mockups. Based on the wireframes we finalized the first prototype with Adobe XD and we test it. Based on the feedback, we improved it, we did a second usability test, then some adjustments until the website's final version and the chatbot innovative interaction.

Then we developed the website mobile version and tested it. The feedbacks about the guided procedure of the website and the interaction with the chatbot were positive and enthusiastic.

Current architecture analysis

Brainstorming and technology matrix

Chatbot innovation

The technology matrix helped us discover the most useful technology to make the Turin registry office more efficient. From the research, we find out that the change of residence task needs constant assistance. A personal assistant as a chatbot was a good solution. Ian, the chatbot, is innovative because its behavior is like a real assistant. Natural Language Processing technology needs a lot of previous work, as good quality data gathering and understanding of the procedure. It couldn’t be our short term solution. We opted for multiple choice questions because the user feels more confident. The innovative part of this chatbot is redirecting. As a physical person, Ian answers the user’s questions and then brings him to the right page, according to what he wants to do.

Style and Graphics

Wireframes