The first phase was to collect a big amount of info through articles and papers; it was clear that Covid-related issues, have different natures. After having classified all people needs, we identified all the existing solutions. This phase raised a lot of curiosity, questions and doubts. A great starting point for the user’s involvement.
After having established the target, the objective was to investigate the different habits and attitudes during Lock-down. The team involved a lot of people in Semi-structured interviews, Open Dialogs ad suveys through different channels. Some common patterns were found in our researches, but our knowledge gap was evident: Policy Makers.
Investigating people’s behavior on digital platform can be very dangerous for the resaerch. But since people began to share implicit knowledge (thoughts, emotions) on the web, they became an incredible source of data and insights. Using this analysis, our team was able to define the main issue: Communication between Policy Makers and Citizens.
In apps against the pandemics, people had technical problems and don’t feel safe while using them. People not only complain about choices of policymakers but also the way they receive them; they feel frightened, confused about what to do, with fear of doing something wrong, and feeling an unjustified sense of guilt
A simple button in Regione Lombardia Website that is always available during the navigation in the lower right part of the screen. It can make the difference for people struggling to find information. The system is composed by a ChatBot and a Buddy that can help users looking for informations.
If the user want to continue the communication he can download the app on his phone. In this way he can receive personalized information according to his situation, always having the possibility to contact a Buddy. The desired and personalized information are available since the first screen, as the Buddy button.
