Guido — From bureaucracy to dialogue
- UX research
- Service design
- User flows
- Figma
- Prototyping
- AI integration
TL;DR One system that guides citizens through public-administration procedures in plain language. Nominated at the UX Design Awards 2026.
The problem
To get anything done, citizens have to work out on their own where to go, what to bring and what the documents say.
Every procedure with public administration goes through different counters, portals and forms, written in a language most people do not understand. The result is that citizens do not know where to start, what they need or whom to ask, and bureaucracy becomes a barrier before it is a service.
The solution
One place where bureaucracy is translated into plain language and explained one step at a time.
Guido is a single hub that connects public services and makes them readable. An AI assistant translates administrative documents into plain language, procedures are broken down into guided steps and appointments are booked from the same place. For people who do not have or do not want a smartphone, a phygital totem installed in civic locations offers the same access in person. That shift is what gives the project its name: from bureaucracy to dialogue.
Accessibility
A public service has to work for anyone, and on the totem it is the interface that adapts to the person.
From the Accessibility button, always available at the bottom, people choose the help they need. In the reduced mobility mode the interface moves to the lower part of the screen, so wheelchair users and anyone who cannot reach high get to every control. For people with low vision the contrast increases, while for people with attention disorders it decreases, and both palettes meet WCAG 2.1 at AA and AAA levels. The typeface is Inclusive Sans, designed for legibility, with letters that cannot be mistaken for one another.
Results
Guido was nominated at the UX Design Awards 2026 in the New Talent category, in the Platform & Community and Citizens & Society sections. The project was developed at NABA with Nicola Sorgesa and Giampaolo Zirone, mentored by Gabriele Ruscelli.
My role
The three of us worked together on every phase of the project, from user research to flows, interface, prototype and presentation, without splitting it into separate areas.