Case Study: PAM develops a future digital member service with Solita

PAM improves member services for 180,000 members with Solita

PAM, a Finnish service sector trade union, sought to improve its digital services and internal processes to better meet the diverse needs of its 180,000 members. The challenge involved gaining a deeper understanding of member expectations and overcoming the limitations of its existing IT architecture. Solita was engaged to help define a new digital service concept and guide this strategic development.

Solita combined service design and technical expertise to create a comprehensive concept for a future digital member service. The solution involved mapping the current architecture, identifying user needs, and validating value-creating ideas through co-design sessions. As a result, PAM significantly deepened its understanding of its members and laid a firm foundation for an upcoming competitive tendering and implementation phase, setting the stage for more personalized and excellent member experiences.

PAM