BUPi (Balcão Único do Prédio)
Portugal’s land registry authority and government entity responsible for mapping rural properties and establishing sustainable land management.
Challenge
To improve the experience of land mapping and registration in rural Portugal while ensuring accessibility for an elderly, digitally inexperienced population that owns most of the terrains – and that some of them don’t even know their owners, or where the lands are.
Outcome
A solution to increase registration rates, map the land, and make it easier for people to access this public service. The project was a success and received multiple awards, including recognition for “Best Digital Transformation Project” at the Portugal Digital Awards. Additionally, an algorithm was developed to map rural territories and optimize the land registry process, improving efficiency and accuracy. We were pioneers, this project started almost 8 years ago and is still going on today.
The project boosted land registration rates in rural Portugal, making the process accessible to digitally inexperienced communities, while our algorithm-driven approach enhanced efficiency and accuracy in land mapping.
Our role and goal
Connecting people with their land
To evaluate and improve the entire public service experience, ranging from front-desk interactions to the usability of digital platforms. We also developed a mobilization strategy aimed at engaging local communities through tailored communication efforts. The goal was to map half of the combined territory across 10 municipalities during the initial pilot phase.
Approach
Bridging communities and public services
Our research involved immersive ethnography and participatory design to better understand the relationship between people and their lands. We traveled the whole territory, while we designed a communication strategy that developed a visual and narrative universe for BUPi, specifically tailored to non-digital-native audiences. Additionally, in service design, we improved user journeys for both citizens and technicians, shadowed processes, and identified key barriers in service delivery.
Research
The pilot's success launched BUPi’s national expansion, now active in 143 municipalities, driving rural development across Portugal. Our strategic input and platform enhancements are inspiring a scalable model for broader global impact.
Results
The pilot’s initial success led to a national-scale project supported by BUPi, a dedicated task force for sustainable expansion. Governance models were improved, and operational frameworks were streamlined to support this growth. We provided continuous strategic guidance, including facilitating offsites, designing communication materials, and refining the platform’s UX. The algorithms and methodologies we developed are set to inspire global adoption, contributing to systemic solutions that can address territorial problems throughout the world.
BUPi continues to grow, counting 143 municipalities registered on the mainland and expanding its mission to foster sustainable rural development across Portugal.
