Abstract
Digitalisation is essential in contemporary institutions. Politecnico di Milano started to re-think its digital services to design an application that could help students manage every aspect of their daily university life, starting from their own goals and unmet needs, while considering the complexity of the university system. The Meta-design approach was adopted to redefine a public university's digital services, assuring the users' centrality in the research and design process. Meta-design is a circular and reflective method that enables the designer to continuously provide innovative solutions, updating the product to the ever-changing user needs. This methodology is the basis of User Experience practice. This paper demonstrates how Meta-design and its pillars - 'user research', 'market analysis', and finally 'technology investigation'- led to the ideation of an innovative and proactive concept for a mobile app where students are the protagonists.
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