Case Study
Service Design for the Digital URP of ASL Barletta-Andria-Trani
An ecosystem of digital services supporting the URP of ASL BAT, designed through a Service Design process and utilizing Microsoft Dynamics and Power Virtual Agent tools.
Where: Italy
Where: Italy
Challenge
A solution to enhance the front-end offering aimed at citizens in terms of digital presence and support, defining new workflows for operators to improve assistance practice management and accommodate requests through new digital touchpoints. From a governance perspective, support was required for managing knowledge base and information assets on the strategic-editorial front.
Approach
To address the challenge, we initially adopted Service Design as a methodology for analysis and design. This allowed us to work in co-design with the client, capitalizing on the available information assets and enhancing the experiences and needs of operators as valuable inputs to develop innovative yet user-centered solutions. Furthermore, by consistently employing frameworks and tools of Design Thinking, we provided support in the governance of editorial content and knowledge base management.
We have created a true digital URP through:
- the development of a dedicated portal to facilitate access and provide informational content, news, and updates related to ASL BAT
- a digital assistant with conversational interface integrated into the portal as the first level of assistance for citizens
- a user-centered and multichannel CRM system for managing requests coming from the portal, digital assistant, ASL's Facebook Messenger, etc.
- a system for optimized management and rapid conversion of any informational content across various supported channels (conversational flows of digital assistant, knowledge base, articles, etc.).
Results
User-centered CRM and Workflow for Ticket Management and Email to Case
Design and Implementation of Digital Assistant and Conversational Flows
Drafting and Implementation of Content for Knowledge Base Articles on CRM
Technologies
AI & Data
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The power of big data leads services, products and processes to a higher level of "intelligence".
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