What I do

Three projects at different scales, with plenty learned along the way. Small spoiler: more often than not, the real problem wasn't in the brief.

  1. Twelve of the radar charts that score one city department each on service digitalisation, read side by side as a grid.Programme

    From a website redesign to a Citizen Experience programme

    How I rethought the way Milan serves its citizens, starting from ten separate projects that turned out to be parts of one experience.

    A method the administration began to adopt beyond the original project, with 628 services mapped across 18 departments.

  2. The Lombardia Experience homepage, asking the visitor what they feel like doing above five ways into the service.Service

    Designing an events service that does not depend on events

    How I moved the value of the Lombardy Region's events service from the calendar to the way people discover, choose and return.

    Released as Lombardia Experience, with the service repositioned from an events noticeboard to a discovery-led experience.

  3. A detail of the second-level service blueprint: phase columns, channel bands and the citizen and operator lanes.System

    What's behind a citizen report?

    How I designed the City of Vicenza's model for handling what citizens report, starting from a definition the institution did not yet have.

    The City selected the model for implementation, built on a definition of what counts as a report that the institution did not have before.