Väylä - An interactive guide for immigrants

Service design collaboration with the Finnish Immigration Service (Migri). Our service design project aimed at improving the user experience for immigrants navigating through the complex permit application processes. Through design research, we identified the challenges faced by immigrants in understanding Migri's application procedures, leading us to develop Väylä, a concept of an interactive permit application guide that provides clear steps and targeted information for the users.

OBJECTIVES - 1.) Improve user experiences for immigrants interacting with Migri's application processes. 2.) Simplify and streamline permit application procedures through clear and visualised pathways. 3.) Enhance accessibility and understanding of application requirements and steps.

APPROACH - Our approach involved the exploration of user needs and pain points, followed by iterative design and prototyping. Key components of our methodology included:

1. Customer Journey Mapping:

   We mapped out the end-to-end journey of immigrants applying for permits, identifying touchpoints and pain points throughout the process.

2. End-User Interviews:

   We conducted interviews with immigrants to gain insights into their experiences, challenges, and preferences when interacting with Migri's services.

3. Survey for Migri's Call Centre Employees:

   We gathered feedback from Migri's call centre employees to understand common queries, concerns, and areas requiring improvement.

4. Analysis of Customer Satisfaction Survey:

   We reviewed existing customer satisfaction data to identify trends, areas of dissatisfaction, and opportunities for enhancement.

5. Visualizations and Service Prototyping:

   We visualised pathways for each permit application process within Väylä and prototyped and tested the interactive guide's functionality.

CONCLUSION - Väylä exemplifies the power of service design in improving user experiences and simplifying complex procedures. By employing a human-centred approach and leveraging design research insights, we were able to develop an interactive guide that enhances accessibility, clarity, and efficiency for immigrants interacting with Migri's services. The project's success underscores the value of collaboration and innovation in addressing real-world challenges and creating impactful solutions.

Migri was pleased with our work.

Spring 2015: Maija Mäenpää / Siiri Lepola / Tilda Jyräsalo / Aalto University / Finnish Immigration Services

1. Choose the type of immigration

2. Take a look of your application process

3. Click the steps to find more information