Industry
Product Designer (UX/UI)
Company
Talent Garden x Comune di Milano
WeMI: Simplifying Public Services and Citizen Communication
Improving citizen access to public services through UX design
Challenge
This redesign focused on streamlining core flows, clarifying communication channels, and improving the platform's efficiency for both citizens and authorities.
How might we simplify access, standardize operations, and enable clearer two-way communication without increasing cognitive load?
Context
The platform served institutional operators managing complex, time-sensitive services. Early iterations lacked a coherent UX structure, resulting in fragmented flows, unclear navigation, and frequent user errors—especially during login and registration.
My role
As the Product Designer, I focused on improving usability and consistency across critical operator journeys. My responsibilities included reframing key flows, refining information architecture, and aligning interaction patterns across the platform to reduce friction and cognitive load.
Outcome
The login experience was simplified into a single-step overlay accessed from the profile icon, providing faster access to the personal area and enabling features such as chat.
Institutional registration was redesigned with a clearer taxonomy and an edit mode, significantly reducing data-entry errors.
Operator-facing sections were standardized through consistent visual hierarchy and interaction patterns across service management, requests, and purchasing.
The information architecture was also refined to clearly separate Chat and Feedback, improving traceability and communication accuracy.
Takeaways
Strong UX structure and consistency are critical to scaling complex operator platforms without increasing cognitive load.
