Get in touch

Thank you for your email.
We will answer as soon as possible.

MITD Italian Ministry for Innovation 
and Digital transformation

Mapping the registration journey to SPID, to improve citizens’ experience

Previous

BancoSmart, an award-winning ATM

Next

Turin Public Libraries, redesigning the cultural experience

scroll arrow

Mapping the registration journey to SPID, to improve citizens’ experience

MITD Italian Ministry for Innovation 
and Digital transformation

Driven by the necessity to improve and expand the national system of digital Identity called SPID, the MITD (Italian Ministry of Innovation and Digital Transformation) asked Experientia to conduct a heuristic evaluation combined with a qualitative research to identify opportunities for service improvement.

3 things to know

  1. 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.

  2. 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. 

  3. 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. 

Context Driven by the necessity to improve and expand the national system of digital Identity called SPID, the MITD (Italian Ministry of Innovation and Digital Transformation) asked Experientia to conduct a heuristic evaluation to assess the various end-to-end digital registration flows and a qualitative research with Italian customers who had experienced registration in the previous 6 months. 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. A heuristic evaluation of the flows of the 12 SPID providers was carried out 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. Model 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