Case Study: University of Tartu improves residence data accuracy with Velvet service design

University of Tartu tackles 30% inaccurate residence data with Velvet

The University of Tartu faced a challenge with the Estonian Population Register, where an estimated 30% of residents had incorrect address data. This inaccuracy prevented the state from effectively allocating resources for public services and contacting citizens, as communication was still largely dependent on regular mail. The university engaged the vendor Velvet to apply a service design approach to resolve this long-standing issue and improve the electronic exchange of information.

Velvet employed a user-centered, co-design process to develop a new concept for the platform. The solution included features such as the ability to register multiple official residences, a choice of tax placement, and a rental platform for tenants and landlords. These features were designed to increase both the practical and emotional value of the register for different user groups. As a direct result of the research, the system was updated to allow additional addresses, and the final report provided valuable input for the Estonian government's national development plan.

University of Tartu