Helping roof-seekers in Bergamo find the right housing resources.
Public housing in Bergamo is in short supply. Of the roughly 980 units owned by the city, only 740 are currently habitable—and with just 5% turning over each year, access remains extremely limited. Thousands of people apply annually, making it crucial to understand the landscape of alternative housing options. Yet navigating the complex network of support services can be overwhelming. To address this, the team proposed a “Housing Orientation Service,” a set of interventions designed to help residents find the right housing-related resources for their specific needs.
The service consists of three key interventions, aimed at helping economically fragile residents save time and energy in their search. Research showed that the first touchpoint for many people is a physical office or community space. To meet them where they are, the team designed and tested a simple, eye-catching poster with a QR code linking to the online orientation tool—our second intervention.
In interviews with the manager of the municipal housing office, the team learned that staff are overwhelmed by calls from people who don’t qualify for public housing. There was a clear desire to externalize some of this screening process. In response, the team built an online orientation service to guide users through a brief series of questions about their economic and personal status and offer recommendations. If someone appears eligible for public housing (the most affordable option) the tool helps them book an appointment with the housing office. If not, it suggests alternative housing types and connects them to relevant services and resources.
Lastly, housing availability in Bergamo is released in irregular batches, called “bandos,” without a predictable schedule. Conversations with the tenants union revealed that many anxious applicants frequently call to check on upcoming availability. To address this, the team added a notification feature to the service, offering them peace of mind that they’ll be alerted when new housing becomes available.
Through this project, the team gained a deeper understanding of Bergamo’s housing system and its bureaucratic complexities. They heard the stories of refugees, undocumented residents, and the dedicated social workers who support them. Along the way, the team practiced their multilingual research skills and applied service design methods such as journey mapping and blueprinting to shape thoughtful interventions.
