Oro
Italian Bureaucracy made simple
Year
2021
Universit
Politecnico di Milano
Project Type
Academic Project
Oro provides a seamless experience to international students while shifting to Italy. It facilitates the completion of bureaucratic procedures from start to finish, by providing tailored and trusted information and paperwork, a peer network, experienced international student representatives for guidance, and local Italian mediators. It lifts the weight off their shoulders and helps them save time and money, and have a stress-free move to Italy.
This project was done in a group of 5 and we all contributed equally. I particularly focused on research planning and workshop facilitation, service prototyping and testing, and creating user flows, wireframes, and UI mockups.
CONTEXT
What problem are we addressing?
Brief
How can we make Milan a more hospitable city?
Approach
We explored hospitality through the lenses of welcoming and feeling welcome; a two-sided relationship and encounters between 'guests' and 'hosts'. Two of us in the group being guests in Milan, we deep-dived into my own experiences to understand the gaps in the hospitality sector.
Problem
We found that it was near impossible for us as international students to navigate bureaucratic procedures in a student city like Milan. Milan is a city that attracts students from all over the globe. It has a lot to offer to its global students’ community, except for one thing- navigating a complex bureaucratic and administrative system in an unfamiliar culture and language. This seriously impacts the quality of life of international students and makes their entry and stay in the city rather unpleasant.
Target Audience
International students in Milan;
Our first-hand experience; a perfectly accessible and candid target audience, offering a great opportunity to investigate further.
FIELD RESEARCH
Understanding the users;
their pain points and needs
We applied different methodologies to dig deeper and find precise opportunity areas to base our service intervention.
01
Focus group
What we wanted to know
To understand the needs and wants of international students in terms of hospitality in Milan.
Main finding
Every international student wanted to be able to get done with bureaucratic procedures quickly and efficiently. Main problems faced were in finding information and communication.
Participants
5 international students from different countries
Location
Politecnico di Milano classroom, B2 campus
Key insights from focus group
Interviews
02
What we wanted to know
Map the procedural journey of different international students to understand the extra steps that they did over the existing general checklists.
Main finding
Every country has extra steps that they need to do that require separate guidance. There are also specific things that each students might need guidance with.
Participants
11 international students from different countries
Location
Politecnico di Milano, and Online
Survey
03
What we wanted to know
Understand what are the priorities of international students while carrying out procedural work and ground the same in numbers.
Main finding
Majority of the students want to avoid any kind of risks with procedural work followed by saving time and money respectively.
Participants
56 international students
Location
Using Typeform
KEY INSIGHTS FROM FIELD RESEARCH
What are the main difficulties faced by international students?
OUR CONCEPT
What is Oro?
OFFERS
What does Oro offer?
DIGITAL TOUCHPOINT
The online platform
UX/UI DESIGN
From wireframes to mockups
OTHER TOUCHPOINTS
How does Oro work?
SERVICE DETAILS
BUSINESS STRATEGY
How will Oro make money?
Oro’s business model primarily caters to International students. There are flexible packages and services available to help students at varying stages of their bureaucratic procedures. We have also highlighted the revenue model and financial needs for the next 3 years, using the iplan business tool.
Want to know more? Have any suggestions or feedback?
The group 🌸️Fiorellini
Bianca, Silvia, Prathana, Aurora and Amarinder