Our client for this project is the Information Point team from the city of Espoo. Information Point is a pilot project funded by a governmental grant, aiming to increase the inclusion of immigrants that move to Espoo. Currently, Information Point (hereon referred to as IP) has specialists from different areas of the city services, allowing them to cover a wide range of customer needs, or direct the customers to the right service.
Panoramic
technique
Co-Expo
Originally, the brief was rather open: to increase the customer-centricity of Information Point. Currently, the service is visited mostly by immigrants with a refugee backgrounds.
The immigrants who come to Finland because of work or family don't know about IP. The client wanted us to figure out a way to reach this target group and make them active users of the service.
Along the process, we arrived at the conclusion that, instead of just focusing on the awareness aspect, we needed to think more holistically about how to better support the integration of immigrants.
In the wider context, the city of Espoo wants to help existing and new residents through better access to information and
services. As part of their omnichannel approach, they want IP to provide additional benefits that cannot be integrated into
digital platforms.
About Users
immigrants have a "Kotokoulutus" course that lasts 2 (or 3) years
- the course is in modules, provides basic language skills
How do users find IP
users find out about IP through word of mouth and Facebook groups (for e.g Arabic speakers)
- also share information about specific workers
Information Point
role of "jonojututtaja" - person who asks basic info from people in line to service, assures them, estimates how long their case will take
some immigrants have little experience using online services or even computers (particularly from the Middle East or Africa)
- better at using phone
even educated immigrants might be unfamiliar with bureaucracy, official language & online functions
users get tips about IP also from Kela, child health care (neuvola), libraries, etc where people might have questions.
the duration of a meeting depends on the case: common paperwork 20 mins, more complex applications 20 mins - 2 hours, bringing the family to Finland up to 6 hours
Users also get referred from 3rd sector service providers (and vice versa).
Questionnaire
Facebook Group
In order to recruit participants for interviews, I posted questionnaires on Facebook groups like Immigrants in Finland, Hello Espoo, and Foreigners in Finland. I screened and collected contacts of people who were
interested in being interviewed. I suspected that this approach would be more successful than an open call, since people who complete the questionnaire are already somewhat committed, and might be more likely to leave their contact information. Additionally, this allowed me to ask for contacts from only the relevant user group, spouses.
Semi-structured interviews with the probe
Online Interview
I interviewed altogether five spouses of people who came to Finland because of work. To understand the variables affecting their experiences, I interviewed spouses that moved from both within and outside of the EU region. Two of them had a Finnish partner, while the rest moved with their non-Finnish partner.
I used a script with a set of questions, but also allowed for natural conversation and asked follow-up questions.
Solution
Networking expo
Our final solution for the project is a virtual expo for informative events that foster existing communities and help create new ones. The idea is to deliver information in info point but also to foster networking. There are three ways the information provided in the events can be sourced: either from IP itself, from the immigrants, or from the partners.
The themes can vary from learning about hobbies in Espoo, learning about official matters like taxes, or getting to know each other and creating networks while learning how to knit. The concept emphasizes also the strength and trust of peer support by empowering the immigrants to help each other as well.
City of Espoo, Iso Umena in Finland
Contents
On-site Observations& Interviews
Information Point
From the conversation with the IP worker, I found out that their customers are mainly refugees because they are referred from other services due to their pre-defined path. They mostly come to the IP to ask about official matters. But the employees wish that the immigrants knew that IP can also help them find information on unofficial matters like nature trails, hobbies, and events in Espoo.
phone workers might work from home. At IP, little time to answer phone.
Official
Official documents
[54.8%]
accessing
social services
& benefits
[32.3%]
Know what
to do next
[51.6%]
Daily life
Problem
Individual
Info in English
[77.4%]
Everyday
matters
[9.7%]
Find Info
online
[12.9%]
Finding
housing
[38.7%]
Find people
who help
[12.9%]
Getting
a job
[48.4%]
Healthcare
Career
Language
Network
Education
Document
Living Cost
Housing
Hobby
Research Finding
Insights
Through affinity diagramming, we identified over 10 different insights. As a team, we voted on the ones we thought would be the most relevant for our brief and chose the following three insights to be our starting point for the solution phase.
Insights
I would like to get Ready for Finnish Citizenship
Wellbeing
I need network(Hard to socialize with others especially Finnish people)
I didn’t know where to search for information.
Foreigners lack hobbies because they don't know how to access them in Finland.
Design Approach and Methods
Evaluation Workshop
Having found our focus, I wanted to conduct a workshop with both the users and the client. We discussed the methods and goals: Should we give the participants free hands to ideate solutions, while still uncovering their experiences and pain points? Or should we present them with rough concepts, and let them evaluate and develop them?
Some concerns in the planning process were the number of participants we would be able to get involved, as well as the time constraints. Ideally, we could host both a creative, ideation-centered workshop and an evaluative one. However, this seemed overly optimistic considering we had less than two weeks left before the presentation.
Services are hard to access due to language barriers and scattered information on official websites.
For information, foreigners prefer to lean on people with same background, as they trust them more.
Thematic Events for Spouses
Pal Match
Info Pamphlet and Service
Constellation
Espoo websites/ Oma Espoo
referring
Information
Jenny learns about the winter sports event through posters and Facebook posts.
Service Scenario
Jenny gets introduced to cross-country skiing, learns where to ice skate in Espoo for free, and makes new friends.
Jenny learns about Information Point services and gives feedback and ideas on what topics she would like to hear more about next time.
Jenny’s life is better as she
- Learned about hobbies
- Knows where to ask for help in the future
- Can help other immigrants to reach out to IP has a community of Co-Learners where people are empowered to help each other
Expo travel
Booth Detail
Info point
City of Espoo
Health care
Child care
Family Support
Hello Espoo
TE-PALVELUT
Digital immigrants enter the main hall of the co-expo. There are kiosks which help them to access conferences.
Signs on the wall are constantly updated with the latest information posted on the info point. Signs can also be checked on info point Facebook, and useful events, seminars, and events are provided.
The user can sit and rest on benches in the main hall, or general customers can network with their acquaintances. The surrounding interior is designed to reduce break-in-presence to the virtual world by arranging plants, marble, and wood appropriately.
Inside each booth, there is a reservation kiosk where the user can make a reservation and a table for consultation. In the virtual booth, the same person in charge as in a regular meeting conducts the consultation. Inside the booth, several pieces of information are displayed on video, panels, and walls.
An arrow moving walk is installed in the center of the conference hall, so the user can go to the space you want to move. There is a planting and rest space in the center, so he can stay and enjoy enough space.
Various events and lectures are held in the seminar space, and the user can participate in the schedule. Seminars mainly deliver information for immigrants provided by Info Point.
Intro Video
This is the info point booth, which is the main booth of the co-expo. This booth mainly consists of a sign panel showing the main role of the info point, a consultation room, and a reservation kiosk for using the service. Users can make a reservation at the kiosk and come to the booth at the reserved time. The reserved time at the kiosk is notified separately by e-mail. In the sign space, the services provided by the Infopoint and the website linked with other organizations are posted.
The city of Espoo is a comprehensive service center that manages info points. It provides all government services not only for immigrants but also for their own citizens. For this reason, information is posted on the wall by dividing the types of services and promoting various activities. A kiosk is placed in the center. In addition to reservations for consultation, he is in charge of issues that can be resolved digitally.
Health care is a major problem in immigrant services. This is because one of the reasons most immigrants visit Infopoint is whether they have a hospital reservation or insurance. After the Corona era, in addition to the reservation kiosk, There is a kiosk where you can get a vaccine pass right away. Although they do not receive hospital treatment, they provide consultations on connection with nearby hospitals, insurance, and post-processing for major accidents or illnesses.
Child care provides information on daycare facilities where parents can leave their children during the day. Children's play activities are mainly dealt with, and consultations can visit facilities close to the residence and confirm the meals provided that day.
Family Support provides services tailored to the Finnish environment with a variety of family types. From single mothers, single mothers, to new family members, there are many activities.
This is the official Facebook page operated by the City of Espoo. The user can check the updated comprehensive information on this page, and he can receive necessary information from among them. In the cylindrical tube placed on the right, there is a panel where you can see signs coming up in real-time.
TE-PALVELUT can search for comprehensive information related to job search. The user can check the information he needs from job search, start-up, or entrepreneur. It also connects them to educational facilities such as tax, salary calculations, and the skills and languages they need to get a job.
