Citizen Card - Porto
City / Region
Porto (Portugal)
In a nutshell
Cartão Porto is a card that identifies its holder as a citizen of the city of Porto and allows them to enjoy a set of advantages and benefits in accessing the experiences and services of the municipality. In addition to the physical card, the city also offers a digital platform.
With 29.200 active users, this service combines a physical card with a digital experience offering access to municipal services and interaction tools – from museum tickets to traffic notifications, from cultural events to city maps and more.
What makes the service user-centric?
The card responded to a specific challenge from an internal department of the municipality. The city analysed the challenge and identified the needs. At the same time, Porto Digital worked with co-creation tools, involving the citizens and technicians of the municipality in the design of the solution that best responded to this challenge.
This is an example of public administration making efforts to optimize and create digital processes and services, by offering pro-active services. Citizens, businesses and other users were heard and involved in the creation of this service, promoting citizen engagement.
This is an example of public administration making efforts to optimize and create digital processes and services, by offering pro-active services. Citizens, businesses and other users were heard and involved in the creation of this service, promoting citizen engagement.
What impact has the service had?
This solution guarantees the promotion and integration of municipal services, allowing a quick and effective interaction, appealing to new audiences, and thus developing a greater spirit of citizenship. The card has become an identity symbol for Porto citizens.
How was the service co-created?
Porto Digital worked with co-creation tools, involving the citizens and technicians of the municipality in the design of the solution that best responded to this challenge.
At the beginning of this project, letters signed by the mayor were sent, inviting citizens to participate in co-creation sessions in order to be involved in the process and feel that their needs were heard. There were 5 sessions with 38 participants and the participants had the opportunity to carry out a needs assessment, survey services/data to be associated with the card, generate ideas, make low-fidelity prototypes. To facilitate the sessions, the PortoDigital Innovation ToolBox was used, and different innovation tools were applied to explore the themes of the sessions.
It was crucial to listen to a diverse group of users before starting the design, by using methodologies that check and understand their capacities, needs and usage of this service, thus improving the usability.
At the beginning of this project, letters signed by the mayor were sent, inviting citizens to participate in co-creation sessions in order to be involved in the process and feel that their needs were heard. There were 5 sessions with 38 participants and the participants had the opportunity to carry out a needs assessment, survey services/data to be associated with the card, generate ideas, make low-fidelity prototypes. To facilitate the sessions, the PortoDigital Innovation ToolBox was used, and different innovation tools were applied to explore the themes of the sessions.
It was crucial to listen to a diverse group of users before starting the design, by using methodologies that check and understand their capacities, needs and usage of this service, thus improving the usability.
