2023 | Eesti TöötukassaStrategicService Design
Using service design tools to create user-centered services
Eesti Töötukassa (The Estonian Unemployment Insurance Fund) was looking for a professional partner to boost their knowledge and skills of service design principles, methods and tools in order to solve an important challenge regarding their services.
Namely: how to move from bureucratic and confusing fragmented services with duplicated processes and artifacts towards a simple, user-centered service package where clients need take as few steps as possible to receive necessary services and support. You see? Things like making these kinds of sentences digestable. Simple services, simple processes, understandable steps.
To address this challenge, they decided to build and strengthen their internal service design capacity and capabilities and design possible solutions themselves, not having somebody else coming and solve this problem for them.
Velvet teamed up with Eesti Töötukassa to guide them through our proven service design approach and our most used methodologies.
Let’s get into it. What did we do together throughout those 8 training days?
After the first three training days we organised a mentoring session to all the participating teams. As they needed to carry our user research as a homework, we provided them some 1-1 time and space with our trainers to discuss research plans and ideas and to give the teams more confidence in going out on the field with their selected tools.
Another mentoring round was needed at this point to support the participants in creating their service concepts in depth. So we provided again some 1-1 time and space with our trainers to discuss any questions, misunderstandings, insecurities and other issues the teams had at this point in their design process.
During this process, the participants already started the creation and development of the new service package for the employment of people with decreased work abilities (and other improvements for the user journeys), putting the new skills to use right away.
Implementing new approaches and bringing significant changes to life requires a dedication and perseverance. It may take time and patience to ensure consistency within the entire team, but the ultimate reward offers immense value both for the service provider as well as the end-user.
…and that’s it! If you’d like to try it out yourself, don’t hesitate to give our our designers a call.