AI-Powered Service Design · EDIT Exercise 3 · 2026
MyAIMA
A new integration standard in Portugal
A new integration standard in Portugal redesigned with artificial intelligence serving citizenship.
With over one million foreign residents, AIMA's analog model collapsed, generating process backlog and growing dissatisfaction.
The work spanned three phases: UX Research to ground decisions, persona definition and problem mapping, and digital solution proposal with integrated AI.
Context
Academic Project
Team
Ana Coimbra, Daniela Oliveira, Marta Castro, João Lima, Vítor Santos
Tools
Figma · Figma Make · Miro · Fathom
Process
PHASE 1
Research
Immigration data analysis, public service benchmarking, interviews and focus groups with immigrants residing in Portugal.
PHASE 02
Problem Definition
Jobs to Be Done survey, insight synthesis and definition of main persona Alessandro Monnerat.
PHASE 03
Solution & Prototype
MyAIMA platform design with MIA virtual assistant, AI document validator, and usability testing.
RESEARCH
Portugal changed scale
Portugal faces unprecedented pressure on its immigration system. With over one million foreign residents, AIMA's analog model collapsed, generating process backlog and growing dissatisfaction.
1 044 606
Writing for websites is both simple and complex. On the one hand, all you need to do is say what you mean and in your words.
386 463
residence permits issued until October 2025
+60% compared to the same period in 2024
+440 000
accumulated processes
~170,000 archived due to incomplete documentation
AIMA is failing to deliver
Alessandro Monnerat
Focus Group
"AIMA's website today is like entering a CNN site. It's a blog with poor updates."
Guilherme Coelho
Interview
"It's not the bureaucracy that bothers me, it's the lack of information."
Cléber Severo · Focus Group
Focus Group
"It completely takes away my peace of mind."
Renan Sales
Interview
"When we have to solve something, it's always a puzzle."
Ana Carreira
Interview
"At any moment you can receive a letter saying you have to leave the country."
Renan Sales
Interview
"Walking on the street with my expired document, you never know when you'll be stopped."
SURVEY - JOBS TO BE DONE
What users need
87%
are dissatisfied with AIMA's current service response
80%
consider it essential to verify documents before submission
75%
value an organized history of what they sent and received
67%
contact AIMA only to know the process status
PERSONA
Alessandro Monnerat
33 years · Brazilian · Accountant · D3 Visa
CONTEXT AND MOTIVATION
Lives in a remote area, seeks legal stability and digital autonomy.
VALUES AND PREFERENCES
Values transparency, clear instructions, and deadline compliance.
CHALLENGES AND FRUSTRATIONS
Process uncertainty, dependence on travel, and fear of errors.
"I'd trade any complex spreadsheet for a progress bar that moves on AIMA's website."
SURVEY - JOBS TO BE DONE
The information void is an invisible cost.
Research revealed three main needs: knowing the process status, knowing if it's complete, and knowing the next step.
PROBLEM STATEMENT
Immigrants residing in Portugal need a simple and intelligent way to track their AIMA processes. Current solutions are opaque, require repeated contact, and generate anxiety, leading many to depend on intermediaries and lose time and money.
It's not a lack of content, it's a lack of intelligent structure.
THE SOLUTION
MyAIMA
A unified digital platform that puts artificial intelligence at the service of immigrants, reducing uncertainty, errors, and dependence on human contact with AIMA.
Unified Experience
A single access point to all AIMA services, with clear and consistent navigation.
Progress Checklist
Real-time tracking of process status and missing documents.
MIA · Virtual Assistant
Conversational assistant available 24/7 to answer questions and guide users.
Unified Experience
Automatic document verification via OCR/NLP before submission.
Wireframes Low-Fi
Wireframes Mid-Fi
OUTCOME
Aima Logo Redesign and variants
MyAima Logo and variants
Colors
Protótipo Funcional
Unified Ecosystem
Drastic reduction in cost per process through OCR/NLP automation.
Interactive Timeline:
A visual dashboard that eliminates uncertainty by showing exact process stages and required actions.
Digital Folder & Chat
Centralized document storage and direct messaging for frictionless, transparent communication.
Unified Ecosystem
Drastic reduction in cost per process through OCR/NLP automation.
Digital Proof
Instant emission of the Digital Card, completing the shift from an analog maze to a predictable digital journey.
Protótipo Funcional
Protótipo Funcional
Usability testing results
"The most positive part is the AI that immediately sees if documents are correct or not."
Cristiana Moreira · Usability Testing
Operational Efficiency
Drastic reduction in cost per process through OCR/NLP automation.
Revenue Streams
Centralization of processing fees and reduction of legal costs from human error.
Strategic Partnerships
Integration with Autenticação.Gov, Social Security, and Finance.
Protótipo Funcional
KPIs
Operational Efficiency
Time optimization and error reduction in process submission.
Intelligence and Autonomy
MIA's proactive resolution to reduce the load on AIMA technicians.
Digital Adoption
Migration from physical service to a positive digital experience.
Protótipo Funcional
Roadmap
Phase 1
Short Term
Multilingual system and integration with Autenticação.Gov.
Phase 2
Short Term
Responsive web app and direct integration with other public services.
Phase 3
Vision
MyAIMA as the single layer for all AIMA services.
Advanced AI
Expansion
Proactive legislative alerts personalized by user profile.
Thank you for your time!
AI-Powered Service Design · EDIT Exercise 3 · 2026
MyAIMA
A new integration standard in Portugal
A new integration standard in Portugal redesigned with artificial intelligence serving citizenship.
With over one million foreign residents, AIMA's analog model collapsed, generating process backlog and growing dissatisfaction.
The work spanned three phases: UX Research to ground decisions, persona definition and problem mapping, and digital solution proposal with integrated AI.
Context
Academic Project
Team
Ana Coimbra, Daniela Oliveira, Marta Castro, João Lima, Vítor Santos
Tools
Figma · Figma Make · Miro · Fathom
Process
PHASE 1
Research
Immigration data analysis, public service benchmarking, interviews and focus groups with immigrants residing in Portugal.
PHASE 02
Problem Definition
Jobs to Be Done survey, insight synthesis and definition of main persona Alessandro Monnerat.
PHASE 03
Solution & Prototype
MyAIMA platform design with MIA virtual assistant, AI document validator, and usability testing.
RESEARCH
Portugal changed scale
Portugal faces unprecedented pressure on its immigration system. With over one million foreign residents, AIMA's analog model collapsed, generating process backlog and growing dissatisfaction.
1 044 606
Writing for websites is both simple and complex. On the one hand, all you need to do is say what you mean and in your words.
386 463
residence permits issued until October 2025
+60% compared to the same period in 2024
+440 000
accumulated processes
~170,000 archived due to incomplete documentation
AIMA is failing to deliver
Alessandro Monnerat
Focus Group
"AIMA's website today is like entering a CNN site. It's a blog with poor updates."
Guilherme Coelho
Interview
"It's not the bureaucracy that bothers me, it's the lack of information."
Cléber Severo · Focus Group
Focus Group
"It completely takes away my peace of mind."
Renan Sales
Interview
"When we have to solve something, it's always a puzzle."
Ana Carreira
Interview
"At any moment you can receive a letter saying you have to leave the country."
Renan Sales
Interview
"Walking on the street with my expired document, you never know when you'll be stopped."
SURVEY - JOBS TO BE DONE
What users need
87%
are dissatisfied with AIMA's current service response
80%
consider it essential to verify documents before submission
75%
value an organized history of what they sent and received
67%
contact AIMA only to know the process status
PERSONA
Alessandro Monnerat
33 years · Brazilian · Accountant · D3 Visa
CONTEXT AND MOTIVATION
Lives in a remote area, seeks legal stability and digital autonomy.
VALUES AND PREFERENCES
Values transparency, clear instructions, and deadline compliance.
CHALLENGES AND FRUSTRATIONS
Process uncertainty, dependence on travel, and fear of errors.
"I'd trade any complex spreadsheet for a progress bar that moves on AIMA's website."
SURVEY - JOBS TO BE DONE
The information void is an invisible cost.
Research revealed three main needs: knowing the process status, knowing if it's complete, and knowing the next step.
PROBLEM STATEMENT
Immigrants residing in Portugal need a simple and intelligent way to track their AIMA processes. Current solutions are opaque, require repeated contact, and generate anxiety, leading many to depend on intermediaries and lose time and money.
It's not a lack of content, it's a lack of intelligent structure.
THE SOLUTION
MyAIMA
A unified digital platform that puts artificial intelligence at the service of immigrants, reducing uncertainty, errors, and dependence on human contact with AIMA.
Unified Experience
A single access point to all AIMA services, with clear and consistent navigation.
Progress Checklist
Real-time tracking of process status and missing documents.
MIA · Virtual Assistant
Conversational assistant available 24/7 to answer questions and guide users.
Unified Experience
Automatic document verification via OCR/NLP before submission.
Wireframes Low-Fi
Wireframes Mid-Fi
OUTCOME
Aima Logo Redesign and variants
MyAima Logo and variants
Colors
Protótipo Funcional
Unified Ecosystem
Drastic reduction in cost per process through OCR/NLP automation.
Interactive Timeline:
A visual dashboard that eliminates uncertainty by showing exact process stages and required actions.
Digital Folder & Chat
Centralized document storage and direct messaging for frictionless, transparent communication.
Unified Ecosystem
Drastic reduction in cost per process through OCR/NLP automation.
Digital Proof
Instant emission of the Digital Card, completing the shift from an analog maze to a predictable digital journey.
Protótipo Funcional
Protótipo Funcional
Usability testing results
"The most positive part is the AI that immediately sees if documents are correct or not."
Cristiana Moreira · Usability Testing
Operational Efficiency
Drastic reduction in cost per process through OCR/NLP automation.
Revenue Streams
Centralization of processing fees and reduction of legal costs from human error.
Strategic Partnerships
Integration with Autenticação.Gov, Social Security, and Finance.
Protótipo Funcional
KPIs
Operational Efficiency
Time optimization and error reduction in process submission.
Intelligence and Autonomy
MIA's proactive resolution to reduce the load on AIMA technicians.
Digital Adoption
Migration from physical service to a positive digital experience.
Roadmap
Protótipo Funcional
Phase 1
Short Term
Multilingual system and integration with Autenticação.Gov.
Phase 2
Short Term
Responsive web app and direct integration with other public services.
Phase 3
Vision
MyAIMA as the single layer for all AIMA services.
Advanced AI
Expansion
Proactive legislative alerts personalized by user profile.
Thank you for your time!
AI-Powered Service Design · EDIT Exercise 3 · 2026
MyAIMA
A new integration standard in Portugal
A new integration standard in Portugal redesigned with artificial intelligence serving citizenship.
With over one million foreign residents, AIMA's analog model collapsed, generating process backlog and growing dissatisfaction.
The work spanned three phases: UX Research to ground decisions, persona definition and problem mapping, and digital solution proposal with integrated AI.
Context
Academic Project
Team
Ana Coimbra, Daniela Oliveira, Marta Castro, João Lima, Vítor Santos
Tools
Figma · Figma Make · Miro · Fathom
Process
PHASE 1
Research
Immigration data analysis, public service benchmarking, interviews and focus groups with immigrants residing in Portugal.
PHASE 02
Problem Definition
Jobs to Be Done survey, insight synthesis and definition of main persona Alessandro Monnerat.
PHASE 03
Solution & Prototype
MyAIMA platform design with MIA virtual assistant, AI document validator, and usability testing.
RESEARCH
Portugal changed scale
Portugal faces unprecedented pressure on its immigration system. With over one million foreign residents, AIMA's analog model collapsed, generating process backlog and growing dissatisfaction.
1 044 606
foreign residents in Portugal
386 463
residence permits issued until October 2025
+60% compared to the same period in 2024
+440 000
accumulated processes
~170,000 archived due to incomplete documentation
AIMA is failing to deliver
Alessandro Monnerat
Focus Group
"AIMA's website today is like entering a CNN site. It's a blog with poor updates."
Guilherme Coelho
Interview
"It's not the bureaucracy that bothers me, it's the lack of information."
Cléber Severo
Focus Group
"It completely takes away my peace of mind."
Renan Sales
Interview
"When we have to solve something, it's always a puzzle."
Ana Carreira
Interview
"At any moment you can receive a letter saying you have to leave the country."
Renan Sales
Interview
"Walking on the street with my expired document, you never know when you'll be stopped."
SURVEY - JOBS TO BE DONE
What users need
87%
are dissatisfied with AIMA's current service response
80%
consider it essential to verify documents before submission
75%
value an organized history of what they sent and received
67%
contact AIMA only to know the process status
PERSONA
Alessandro Monnerat
33 years · Brazilian · Accountant · D3 Visa
CONTEXT AND MOTIVATION
Lives in a remote area, seeks legal stability and digital autonomy.
VALUES AND PREFERENCES
Values transparency, clear instructions, and deadline compliance.
CHALLENGES AND FRUSTRATIONS
Process uncertainty, dependence on travel, and fear of errors.
"I'd trade any complex spreadsheet for a progress bar that moves on AIMA's website."
PROBLEM DEFINITION
The information void is an invisible cost.
Research revealed three main needs: knowing the process status, knowing if it's complete, and knowing the next step.
PROBLEM STATEMENT
Immigrants residing in Portugal need a simple and intelligent way to track their AIMA processes. Current solutions are opaque, require repeated contact, and generate anxiety, leading many to depend on intermediaries and lose time and money.
It's not a lack of content, it's a lack of intelligent structure.
THE SOLUTION
MyAIMA
A unified digital platform that puts artificial intelligence at the service of immigrants, reducing uncertainty, errors, and dependence on human contact with AIMA.
Unified Experience
A single access point to all AIMA services, with clear and consistent navigation.
Progress Checklist
Real-time tracking of process status and missing documents.
MIA · Virtual Assistant
Conversational assistant available 24/7 to answer questions and guide users.
AI Validator
Automatic document verification via OCR/NLP before submission.
Wireframes Low-Fi
Wireframes Mid-Fi
OUTCOME
Aima Logo Redesign and variants
MyAima Logo and variants
Moodboard
Prototype
Unified Ecosystem
A single portal with role-based access, transforming bureaucracy into a clear, citizen-first experience.Drastic reduction in cost per process through OCR/NLP automation.
Interactive Timeline
A visual dashboard that eliminates uncertainty by showing exact process stages and required actions.
Digital Folder & Chat
Centralized document storage and direct messaging for frictionless, transparent communication.
AI Validation & Support
An AI assistant and OCR validator that provide real-time legal answers and prevent document submission errors.
Digital Proof
Instant emission of the Digital Card, completing the shift from an analog maze to a predictable digital journey.
Functional Prototype
FEASIBILITY AND IMPACT
Usability testing results
"The most positive part is the AI that immediately sees if documents are correct or not."
Cristiana Moreira · Usability Testing
Operational Efficiency
Drastic reduction in cost per process through OCR/NLP automation.
Revenue Streams
Centralization of processing fees and reduction of legal costs from human error.
Strategic Partnerships
Integration with Autenticação.Gov, Social Security, and Finance.
SUCCESS METRICS
KPIs
Operational Efficiency
Time optimization and error reduction in process submission.
Intelligence and Autonomy
MIA's proactive resolution to reduce the load on AIMA technicians.
Digital Adoption
Migration from physical service to a positive digital experience.
THE FUTURE OF MYAIMA
Roadmap
Phase 1
Short Term
Multilingual system and integration with Autenticação.Gov.
Phase 2
Short Term
Responsive web app and direct integration with other public services.
Phase 3
Vision
MyAIMA as the single layer for all AIMA services.
Advanced AI
Expansion
Proactive legislative alerts personalized by user profile.
Thank you for your time!