When working with Finnish Immigration Services, we found that application processes weren’t understood well by immigrants from various backgrounds. An understanding of the processes was formed through customer journey mapping, end-user interviews, a survey for call centre employees and an analysis of a customer satisfaction survey. We proposed an interactive guide Väylä to provide customers clear steps with information targeted for them (pic 2-3). The client was pleased with our work.
Jyräsalo, Lepola, Mäenpää / Finnish Immigration Services / Aalto University, Service Design / 03-04/2015