AN INTERACTIVE GUIDE FOR IMMIGRANTS
CREATING E-SERVICES WITH SERVICE DESIGN METHODS
An interactive guide Väylä was created in collaboration with Finnish Immigration Service (Migri). Our task was to get to know to our partner company and create a service design solution based on our insights and discoveries.
Migri is an agency that processes and decides on matters related to immigration, residence, refugee issues, and Finnish nationality. We noticed that the issues Finnish Immigration Service is dealing with are complex and that the applying processes were not clear enough.
Our team produced an user-centered interactive solution, Väylä, to be part of the website of Finnish Immigration Service fixing the occurred problems in the e-services.
PERSONAS
“ My husband and four children live in Finland but I have stayed in Iraq
with my sick mother. I’d like to go to live with my family.”
- Samira, 33, Iraq
“Olen asunut Suomessa 6 vuotta, Suomi on kotimaani.
Työskentelen personal trainerina.”
- Henry, 27, Suomi
“I want to move to Finland to study maths.
I come from the countryside, from a small family”
- Chong, 22, China
BACKGROUND
Visits to Finnish Immigration Service
Customer journey mapping
End-user interviews
Survey for the phone customer service employees
Analysing the customer satisfaction survey
CHALLENGES
Complex processes
Information is in many places
Clarification of instructions
Improving customer experience
FINDINGS
A need to promote customers’ independent use of e-services
Image issues are strongly related to the user experiences
A need to pay attention to customers’ own application processes
Check out Väylä - prototype
Notice: Finnish citizenship path working completely - others as a reference
Spring 2015, Siiri Lepola / Maija Mäenpää / Tilda Jyräsalo