The Italian Passport requires a renovation every ten years to be active. So, all the people willing to travel abroad must deal with the Passport management process. As reported in the thesis, the website, through which the user book the renewal appointment, is obsolete and presents several pain points. They unarmed the user, causing frustration, confusion, and in the worst cases forcing him to leave the experience. Hence, a deep redesign is required. The process could be more intuitive and less complex. It appears articulated and without a linear flow. The user is uncomfortable with the widespread misplacement of buttons and calls to action. Moreover, the user could find difficulties in passport management since some information or function is unavailable. So, he/she needs to search for them on other websites. It leads to a discontinuous experience that challenges the users. The last pain point reflects the usage of data in the portal. During the process, the user inserts personal data already on the website since the initial login. Moreover, during the necessary steps to book an appointment, the user must remember previously given information since the website does not report them. Finally, the presence of useless information causes noises in the interface. It is summarized in a misuse of information that, if fixed, can optimize the experience. Undoubtedly, the most critical area is the website’s UX. The experience could highly benefit from a redesign of the user journey. Moreover, the website presents the opportunity to implement exciting features that could help the user give him secondary but beneficial information and favor the appeal. At last, a renewal of the UI would reflect the website’s modernness and convey an appealing image of the Italian PA. The choice of the website to work on comes from the desire to improve the Italian Public Administration. This sector could benefit significantly from digitalization and can now be considered ready for a good design approach. To make it accessible to all people of different ages and cultural backgrounds.
Il Passaporto Italiano richiede un rinnovo ogni dieci per rimanere attivo. Quindi, tutte le persone desiderose a viaggiare all’estero devono affrontare il processo di gestione del passaporto. Come riportato nella tesi, il sito web, attraverso il quale l’utente prenota l’appuntamento per il rinnovo, è obsoleto e presenta diversi painpoints. Questi mettono in difficoltà l’utente, causando frustrazione, confusione e, nel peggiore dei casi, costringendolo a lasciare l’esperienza. Pertanto, è necessaria una profonda riprogettazione. Il processo potrebbe essere più intuitivo e meno complesso, appare articolato e privo di un flusso lineare. L’utente può trovarsi confuso per il diffuso mal posizionamento di pulsanti e Call to Action. Inoltre, l’utente potrebbe incontrare difficoltà nella gestione dei passaporti poiché alcune informazioni o funzioni non sono disponibili. Quindi, ha bisogno di cercarle su altri siti web. Portando ad un’esperienza discontinua che mette alla prova gli utenti. L’ultimo punto dolente riflette l’utilizzo dei dati nel portale. Durante il processo, l’utente deve inserire informazioni personali già presenti sul sito grazie al login. Inoltre, durante i passaggi necessari per prenotare un appuntamento, l’utente deve ricordare le informazioni precedentemente fornite in quanto il sito web non le riporta. Infine, la presenza di informazioni inutili provoca rumore nell’interfaccia. Tutto ciò contribuisce ad un uso improprio delle informazioni che, se corretto, può ottimizzare l’esperienza. Indubbiamente, l’area più critica è l’UX del sito. L’esperienza potrebbe trarre grandi vantaggi da una riprogettazione della user journey. Inoltre, il sito offre l’opportunità di implementare interessanti funzionalità che potrebbero aiutare l’utente a fornirgli informazioni secondarie ma vantaggiose e incrementare la piacevolezza. Infine, un rinnovamento dell’interfaccia utente rifletterebbe la modernità del sito e trasmetterebbe un’immagine accattivante della Pubblica Amministrazione italiana. La scelta del sito su cui lavorare nasce dalla volontà di migliorare la Pubblica Amministrazione italiana. Questo settore potrebbe beneficiare in modo significativo della digitalizzazione e ora può essere considerato pronto per un buon approccio progettuale di design. Che lo renderebbe accessibile a tutte le persone di diverse età e background culturali.
User-friendly services in Public Administration: the Passport website : analysis and redesign for a fluid user experience
Ceccherini, Emanuele
2021/2022
Abstract
The Italian Passport requires a renovation every ten years to be active. So, all the people willing to travel abroad must deal with the Passport management process. As reported in the thesis, the website, through which the user book the renewal appointment, is obsolete and presents several pain points. They unarmed the user, causing frustration, confusion, and in the worst cases forcing him to leave the experience. Hence, a deep redesign is required. The process could be more intuitive and less complex. It appears articulated and without a linear flow. The user is uncomfortable with the widespread misplacement of buttons and calls to action. Moreover, the user could find difficulties in passport management since some information or function is unavailable. So, he/she needs to search for them on other websites. It leads to a discontinuous experience that challenges the users. The last pain point reflects the usage of data in the portal. During the process, the user inserts personal data already on the website since the initial login. Moreover, during the necessary steps to book an appointment, the user must remember previously given information since the website does not report them. Finally, the presence of useless information causes noises in the interface. It is summarized in a misuse of information that, if fixed, can optimize the experience. Undoubtedly, the most critical area is the website’s UX. The experience could highly benefit from a redesign of the user journey. Moreover, the website presents the opportunity to implement exciting features that could help the user give him secondary but beneficial information and favor the appeal. At last, a renewal of the UI would reflect the website’s modernness and convey an appealing image of the Italian PA. The choice of the website to work on comes from the desire to improve the Italian Public Administration. This sector could benefit significantly from digitalization and can now be considered ready for a good design approach. To make it accessible to all people of different ages and cultural backgrounds.| File | Dimensione | Formato | |
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https://hdl.handle.net/10589/195865