Case Study: Finnish Immigration Service improves online guidance and reduces customer service calls with Ambientia

User driven approach to Finnish Immigration Service's online service

The Finnish Immigration Service faced the challenge of building an online service to guide a diverse set of users with vastly different nationalities and life situations through complex application processes, such as citizenship declarations. To address this and reduce calls to its customer service, it partnered with vendor Ambientia to reform its website using the Liferay platform.

Ambientia implemented a user-driven solution that included an interactive application guide. This feature asks users simple questions about their situation to direct them to the precise information they need. The design process was informed by a customer jury of foreign nationals. The solution successfully provided clearer information, and a key result was the creation of a processing time checker tool to address the most common service calls. Ambientia's work was recognized with a government honorary award for the project.

Finnish Immigration Service

Eini Perttilä

Communications Coordinator