We rethought the service model of the Institute of Registries and Notary service centers with the goal of making the experience more efficient, autonomous, and intuitive for both users and staff.

We began by researching, analyzing, and synthesizing the real experiences of those who use and work within Registry services. We observed journeys, processes, waiting times, and forms of interaction, seeking to understand where friction existed and how to simplify the experience end to end.

This work gave rise to the concept of An Uncomplicated Moment, which guides the design of the space, service, communication and processes. The Registry is experienced as a clear and accessible service, where everyone knows what to do, how to do it and where to go, promoting greater autonomy and reducing the complexity of care.

The concept also enabled the redefinition of the naming Registo (Registry) and aligned the new brand with the service model.

The space values every moment of the service and promotes comfort, efficiency, and a sense of belonging, ensuring a simple, clear, and effective service experience.

A project developed in partnership with With Company.