Paperwork Compass
a tailored and interactive guide to help you cope with bureaucracy

Background

Paperwork Compass is the result of a four-week collaboration with the International House in Copenhagen, Denmark. It addresses a brief to improve the user experience of visitors who are in the process of registering to live, study or work in Denmark. 

Field and desk research

Users often arrived at the International House for the first time without the correct paperwork or documents. This caused the need for repeated visits, wasted time in queues, and additional work for staff.  

Early observational and desk researched also highlighted that new visitors to the International House were unlikely to have found any official pre-visit guidance by searching for the International House online. Those who do visit the International House website (ihcph.kk.dk) often didn't report finding what they were looking for.
Solution proposed
The team designed, prototyped and tested an online interactive and embeddable webpage, where users get specific information relevant to their unique needs. ​Using the format of a questionnaire, the webpage asks a series of questions in order to present a to-do list, tailored to the user’s specific case.

The checklist can then be saved, sent to an email address, or printed to ensure that the user will bring all the required papers and forms when visiting the International House.

​All embedded questionnaires link back to a single information source. As a result, International House need only update information in one location to update information in all embedded questionnaires across the web, wherever they may be.

Insights

The location, time and date of accesses to the questionnaire can be tracked to surface insights useful to predict the daily amount of visits to the International House and to improve the overall service.
On site info point
We suggest that the questionnaire could also be accessed within the International House building through
​physical info points. 
Paper Compass is the final deliverable of the second half  SERVICE DESIGN course at CIID IDP 2015, with a four-person team. The idea has been very well received by the International House.

My personal contribution to the project:
IDEATION, UI DESIGN, PROTOTYPING, USER INTERVIEW, DESK RESEARCH, MOCKUPS, STORYBOARDING, FILMING, EDITING