With Accenture and Fjord, Migri began the project with a workshop to identify current challenges and difficulties. User tests included developing several identities to understand the overall experience in filling out different application types, creative exercises to explore the vision for the service, and a customer feedback review. Such a user-friendly and intuitive design would not affect the stringent criteria required to obtain a visa or citizenship, but adaptations could be made to help the application process flow more smoothly.
The new eService, known as EnterFinland, is an electronic case management system designed to put the user first. The service required reimagining the best way to provide online digital services for customers, from the front end through to final completion of the immigration application. Using a simple step-by-step structure, it aims to be straightforward to enable a user to finish the application in one sitting without being overwhelmed by information.