Service design for a consulate
Service design for a consulate
Design consultancy focused on behaviour change to improve service quality and empower Brazilian consulate employees.
The process followed was to experience, learn and analyse from the inside. After extensive benchmarking, tools were created to improve working processes in the consulate.
Side by side with the section managers, using design thinking techniques, 3 main objectives were established:
Empower each consulate department, encouraging them to participate in the construction of a coherent communication system.
Order, simplify and facilitate the creation of all communication materials by the consulate employees.
Improve services for citizens by means of user-centred communication.
A design lead approach balanced the changes requested by the institution with the needs of citizens.
Tasks
Strategic planning & Thinking
Service design consulting
Brand development
Brand design
Visual design
Editorial design
Presentation design
Training
Project team
André Pessoa de Farias, Design consultancy
For the consulate, as a public service, it was essential to transmit relevant information easily, directly, simply and effectively.
Using accessible communication techniques, a comprehensive practical guide has been created to help consulate staff design documents and communications that are clearly and unequivocally constructed and written.
The Guide is a tool to be used to understand, manage and create all the communication materials of the Brazilian Consulate in Barcelona.
Drawing on the consulate guide instructions and training, the consulate staff have developed a series of materials ranging from leaflets, posters and social media communication to corporate presentations.
“En foco”, the magazine devoted to the Brazilian economy, edited by Secom Barcelona and aimed at Spanish entrepreneurs and investors.
Through design thinking techniques and by working together with lawyers and service employees, we have developed a system that facilitates the tasks of creating and editing forms, reducing incidents with users, and making the experience of using the forms more pleasant, accessible and, above all, self-explanatory.
Learn more about the forms system
