Inland, part of Migri
We build and launched an innovation lab Inland for Finnish Immigration Services. The ultimate goal is the change the innovation culture in the whole organisation by integrating new ways of working from Service Design practise.
Innovation is not a one-size-fits-all solution, so instead of building rules for innovation, Inland started with 4 real problems with 10-week deadlines.
Two examples:
Future of Customer Self Service - the project uses advanced tech, enabling the customer service response rate to go from 21% to 100%. An AI bot can answer questions in both text and spoken voice of around 60 languages and help the customer track and understand their case. A service that was almost impossible to reach and unsustainable to run, will become completely accessible and able to serve even the most challenging cases.
Data-Driven Leadership - project visions that by 2020 a digital assistant is a member of the board, running meetings and supporting decision making by analysing real-time relevant data.
Work done at Fjord.
Role: Design Director Advisory
