Rapid prototyping and testing how to collect visitor insights for measuring the effectiveness of the Ohjaamo service.

Summer 2017
The case was part of the City as a Service for Young Citizens project.
Ohjaamo
Ohjaamo is a national support service for 16-29 years old citizens. The idea is that all the city services are available under one roof. You can get help for any issue such as living, working or money from the same place.
To ensure funding, Ohjaamo should be able to prove that this easy to approach service has positive effects on the youngsters’ life. Ohjaamo’s employees had a hunch that this service has been the first step for solving even complicated issues for many youngsters. But they rarely hear about how the visitor’s life has continued after visiting Ohjaamo.
Ohjaamo “business card” to maintain contact with occasional visitors
Ohjaamo wanted to find solutions for getting to know what is their role in success stories: how they have helped occasional visitors (customers). They saw a need to have a way to contact them after the visit. The idea in this business card experiment was to encourage and remind customers to stay in touch with Ohjaamo.
I: after a visit
- An employee asks if a customer wants to stay in contact.
- If yes: the employee writes a date for 3 months into a card and hands it to the customer.
II: after 3 months
- The customer calls Ohjaamo
- Employee interviews and asks about how the Ohjaamo service has affected the customer’s life.
- An employee writes down the main points from the interview to an excel sheet.
Why this way? Why don’t the employees call the customers?
- Ohjaamo’s employees had an insight that young people do not usually answer the phone if they don’t know who is calling.
- Ohjaamo’s employees wished to hear about their customers later, but they didn’t express it to them. This business card works as a service evidence that helps the employees express their interest in customers’ life.
- This causes less work for Ohjaamo since they don’t need to manage the contact lists and remember to contact former customers.
The experiment wasn’t a success, but it gave a kick start to collect the visitor feedback in other ways.