AGORÀ

Building youth agency through a hybrid service ecosystem in Milan

Project Overview

A service design project connecting information, participation, media, events, and physical spaces to help young people understand their voice and turn it into action.

Service Design · UX Research · System Design · Civic Participation

Role: Service Designer / UX Researcher
Context: PSSD Design Studio, Politecnico di Milano
Focus: Youth agency, civic participation, hybrid services
Output: Service diagram, touchpoint system, stakeholder map, digital/physical service model, communication ecosystem

AGORÀ

A hybrid service ecosystem for youth voice, information, and civic action in Milan

AGORÀ explores how Casello Cantore can become a place where young people move from being informed to taking action. The service combines physical spaces, digital channels, podcasts, events, mobility connections, and community participation to help young people express their voice and build agency.

Problem

The problem: young people want to be heard, but participation is fragmented

Many young people believe in social and civic action, but they often do not participate because information is unclear, communication does not reach them, or they are not invited into the process. The gap is not only about motivation; it is about access, trust, language, and the lack of a clear bridge between information and action.

Design question

How might we help young people understand their agency, express their voice, and participate in civic action through a service that connects physical and digital touchpoints?

Research insights

1. Information is not enough

Young people need information that is clear, engaging, and connected to possible actions.

2. Voice is a useful metaphor for agency

Voice represents the ability to act, be heard, and bring attention to a message.

3. Peer-to-peer communication matters

The service should feel created by youth and for youth, using language and channels that feel familiar.

4. Physical proximity builds trust

Casello Cantore can work as a real place where information becomes action through discussion, production, events, and community support.

Service Concept

The solution: AGORÀ

AGORÀ is a hybrid service that builds youth agency through two connected service directions: Information and Action. Information helps young people understand opportunities, rights, events, and issues that affect them. Action helps them vote, participate, mobilize, and make their voices visible across the city.

Information

Awareness, guidance, communication channels, website, podcast, social media, InformaGiovani connection.

Action

Voting, events, mobilization, bike paths, public spaces, youth-led activities, community participation.

System Map

System-City

Scales of Agency

Main Components

Podcast

A youth-led media channel to spread voices, stories, and discussions.

Events

Moments where young people can meet, discuss, vote, and participate.

Bike Path

A mobility layer that connects Casello Cantore, Agorà Square, districts, and the wider city.

Agorà website / digital channels

A digital entry point for discovering information, events, voting opportunities, and service updates.

Intended impact

For young people

AGORÀ helps young people become informed, express their voice, join activities, and feel part of a wider community.

For Casello Cantore

The service gives the space a clearer role as a youth agency hub, connecting information, media production, discussion, and action.

For the city

AGORÀ creates a scalable model where youth voices can move from one local place to districts and eventually across Milan.

What I would measure if launched

Awareness: number of young people discovering AGORÀ through the website, social channels, or Casello Cantore.
Participation: number of votes, event sign-ups, podcast interactions, and workshop participants.
Engagement: number of returning users or repeat participants.
Mobility connection: number of users moving between Casello Cantore, Agorà Square, and partner spaces.
Agency growth: number of young people who move from consuming information to joining or organizing an action.

What I Learned

This project taught me how to translate a complex social concept like agency into a service ecosystem made of physical spaces, digital channels, community participation, and communication touchpoints. I learned that civic participation is not only about giving information, but about creating trust, proximity, peer-to-peer language, and clear opportunities to act.