Case Study: Estonian Police and Border Guard Board improves ID card service flow with Proekspert

Estonian Police and Border Guard Board streamlines 500,000 annual document requests with Proekspert

The Estonian Police and Border Guard Board (PPA) faced a significant challenge when new EU regulations required fingerprints to be stored on national ID cards. This change was expected to greatly increase the number of visits to service offices. The PPA enlisted Proekspert to help manage the increased workload, improve the user experience, and gain insight into how citizens perceived the service, with the goal of applying service design principles.

Proekspert mapped the entire customer journey, identifying bottlenecks and confusing, unlinked touchpoints. They conducted interviews and created interactive prototypes to improve the self-service portal, focusing on visual guidance. As a result, the PPA gained a clear overview for future planning and began implementing immediate improvements. The project also successfully introduced a design-thinking mindset within the PPA, helping them move towards becoming a more human-centered organization.

Estonian Police and Border Guard Board (ppa)