The Immigrant Service Journey as an Eye-Opener in Complex Governmental Systems

Author: Helena Sustar

This paper focuses on implementing human centred design in the Finnish siloes structured governmental immigrant system by adopting service design approach to foster human scale view. The research adopted customer service journey as a way to diagnose current Finnish governmental immigration system as a part of the on-going project of developing web-based platform. Furthermore, it attempted to establish the common language between different governmental system levels and immigrant service networks and with visualisation aimed to improve perception of entire immigrant system. Preliminary results reveal that is the customer service journey very valuable tool to indicate system complexity, neglection of individual’s needs and system fragmentation.

Posted: Jul-2015

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