Case Study: City of Helsinki improves hel.fi with Digitalist Group’s customer research and insights program

City of Helsinki engages 4,000+ residents with Digitalist Group for hel.fi renewal

The City of Helsinki partnered with Digitalist Group to undertake a major renewal of its hel.fi website, aiming to transform its digital services with a strong focus on customer-centricity. The challenge was to build a comprehensive customer research program that could guide the development and testing of the website to ensure it met the diverse needs of the city's residents.

Digitalist implemented a structured, agile research program utilizing its LeanLab platform to build an online customer community. The solution involved extensive qualitative and quantitative research across over 15 thematic areas, engaging more than 4,000 residents. Key results for the City of Helsinki included the establishment of a sustainable research framework, the training of internal teams, and the development of a more user-friendly website that was validated through continuous testing and direct citizen input.

City of Helsinki