In 2015 a study on the current status of Finland’s immigration service quality surfaced multiple challenges in service quality and service development practices. I helped in the next phases by conceptualising a website, which would solve some of the challenges in the service system.
Personal Project by Juha Johansson
In 2015 a dedicated researcher from Aalto University conducted extensive research on the current status of Finland’s immigration service quality. The research revealed multiple challenges in service quality and service development practices. Aalto University, more specifically the TEMWISIT project within the Encore research group, hired me to help them with conceptualising a website, which would solve some of the challenges in the service system by visualising immigrants’ service journeys. The project was a collaboration between Aalto University and the Finnish Ministry of Economic Affairs and Employment.
In order to explore all the possible solution alternatives we started the project with two co-design workshops. In the workshops we brought together management and frontline employees from 11 organisations and immigrants from Nordic, EU and non-EU countries.
After the workshops we continued the project by we creating 6 different concept drafts to explore possible solutions. Together with the steering group representatives we narrowed down the options into one solution.
There were already more than enough websites that offered information for immigrants. Therefore we had to question the value of yet another new website. After we mapped out what information they offered, we realised that one piece was missing. There wasn’t a single website which would offer the right information, at the right time in a targeted and personalised way. However, there were answers to almost all of the other questions. Because of this, the website had to make better use of the existing websites and guide immigrants to right places and websites at the right time.
The website will have an exceptional impact by encouraging the organisations to create communication agreements, which have never been done before. In the future the website will be implemented to the infopankki.fi website, which is the most comprehensive immigration information website.
More about the project you can read in Juha’s portfolio and in the TEMWISIT project page