Share
Driven by the necessity to improve and expand the national system of digital Identity called SPID, the Department for digital transformation, Presidency of the Council of Ministers selected Experientia to conduct a heuristic evaluation to assess the various end-to-end digital registration flows and qualitative research with Italian customers who had registered in the previous 6 months. The objective was to understand the critical needs and pain points in the overall service experience in order to provide UX guidelines and an updated strategic roadmap for improving current processes.
3 things to know
A single “key” to access the public administration
The government ambition was to provide citizens with a single access method to all the services offered by a multitude of organisations in the public administration. SPID applications grew more than twofold during the first COVID-19 lockdown.
A multitude of registration options
Our heuristic evaluation assessed 3 different registration processes for the 9 official SPID providers on both desktop and mobile. Some providers offered up to 6 different sign-up flows.
People just wanted to avoid queueing
The COVID-19 pandemics and the social distancing rules encouraged SPID citizens to sign-up using remote options even for ID validation. One of the strongest motivation to avoid analog ID validation was to avoid queuing in public offices.
Gallery
Context
Driven by the necessity to improve and expand the national system of digital Identity called SPID, the Department for digital transformation, Presidency of the Council of Ministers selected Experientia to conduct a heuristic evaluation to assess the various end-to-end digital registration flows and qualitative research with Italian customers who had registered in the previous 6 months.
The objective was to understand the critical needs and pain points in the overall service experience in order to provide UX guidelines and an updated strategic roadmap for improving current processes.
Challenge
The objective of the project was to understand the critical needs and pain points in the overall service experience in order to provide UX guidelines and an updated strategic roadmap for improving current processes.
Research
The project started with stakeholder interviews to clearly outline the strategic objectives of the project and of the wider SPID system. We conducted an heuristic evaluation about the UX of requesting SPID to identify major issues in the mobile and computer-based subscription experience. Followed by in-depth interviews with 18 Italian citizens to better understand their overall experience in the subscription and use of the SPID system.
Design
The analysis of combined research outcomes enabled us to identify crucial issues and opportunities for subscription and service improvement. The recurring patterns of customer expectations and behaviours allowed to build 4 customers journeys based on 4 customers profiles. During a participatory workshop with relevant internal stakeholders, we validated and prioritized opportunities to improve the current UX registration experience and systemic opportunities to support the growth and flexibility of the SPID system for the years to come.
Related projects
