IMPULSE #3 – Experience with Meldezettel

One of the first things I encountered upon arriving in Austria was a visit to the registration office to submit and verify the registration certificate (Meldezettel). This document is mandatory and must be submitted within a few days of entering the country. During the university’s introductory week, we were informed about this obligation and shown what and how to fill out the form. Despite having support from university staff, the dormitory manager, and step-by-step instructions, I still faced misunderstandings and challenges.

The first issue that significantly complicated filling out the form was that everything on it was in German. I had to compare what was written on the form with the instructions provided, trying to figure out what specifically applied to me since not all information needed to be filled in. Instead of taking one to two minutes to complete the form, it took me at least ten minutes to ensure everything was correctly filled out. In the end, I had to use Google Translate and ask friends sitting next to me what exactly needed to be filled in because I was afraid of entering incorrect information despite all the instructions. This part of the process was exhausting and frustrating.

After successfully completing the form, the next step was booking an appointment to submit the document online. This part of the process was slightly easier because it was digital, but it was still not straightforward to find the exact option I needed to select to get to the required section. With numerous instructions and additional research, I managed to book an appointment at the office closest to my residence. However, some of my friends were not as fortunate and required extra help to do the same.

The third problem arose during my visit to the office. I followed Google Maps and arrived at the location I had chosen online, but I couldn’t find the entrance to the office. I was standing right in front of the building, but out of all the doors available, I somehow ended up confused and lost. Fortunately, this problem was resolved quickly as I noticed a small sign pointing to the office. I followed it and eventually found the place I was looking for.

I wanted to describe this experience because I believe it can be significantly improved and enhanced. Throughout the entire process, the dominant emotions were confusion, feeling lost, insecurity, and being overwhelmed—mostly negative emotions. I believe that digitalization and the use of AI assistants could greatly ease this process. Why does this kind of task necessarily have to be paper-based? If the document is filled out digitally, it can be printed, signed, and stamped at the end. This would greatly simplify the procedure. Additionally, digital forms allow for language selection, which is crucial for foreign students or workers arriving in a new country.

Apart from digital support, in-person support is also crucial. Clear signage can greatly reduce confusion and frustration. Without proper signage, we are just as lost in our own country as when encountering a language we don’t understand. Improving signage could include larger labels, readable symbols, or interactive kiosks providing additional information.

Furthermore, the entire system must consider people with disabilities. I am a person without disabilities and already felt confused and overwhelmed. I can’t even imagine how challenging it would be for someone with visual impairments or other difficulties to complete this task independently. Systems that prioritize inclusivity and accessibility have the potential to benefit everyone. Moreover, it is essential for designers of such processes to experience the entire process themselves and conduct testing with diverse user groups. Without this, we end up with solutions that fail to meet users‘ real needs. Introducing AI assistants, such as chatbots that answer questions and guide users through the steps in real-time, could greatly reduce stress and improve users‘ success in completing such tasks.

In conclusion, my experience with registration in Austria was challenging, but it highlighted the significant potential for improvement. Digitalisation and the inclusion of AI technology, alongside better signage systems and enhanced accessibility, can greatly improve these processes. By providing multilingual options, clear instructions, and accessibility for all users, confusion and frustration would be minimized, ensuring a positive user experience. Ultimately, the goal of design and technology should be to make life easier for everyone, regardless of their background or abilities.

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