UDI Service Design Case Study

2013 UDI

UDI

Case study: A new vision for Norwegian immigration

This service deign project was initiated by the Norwegian design council to design and improve the user experience when immigrating to Norway.

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In 2010, the government decided that the applications for residence permits and citizenship were going to be be processed by UDI (Norwegian immigration) versus the police. This creates more opportunities for the police to focus on their core tasks.

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The goal was to reduce the waiting time for the end users, reduce the processing time of the applications, and design new offices where the applications and interviews for Norwegian immigrants are held.

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Unique to this project were the large variety of users for which many considerations had to be made.

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A criterion from the client was to focus on ‘universal design’ when designing the physical objects and furniture, but also to consider digital media and the fact that many applicants don’t have access to internet, etc.

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For this project, involving the users was crucial. Designit facilitated 5 workshops where users were invited from end users, and police officers to UDI employees. Designit was also out in the field observing how the application process was handled. Designit observed real interviews and spoke to the users afterwards.

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Based on the research, Designit defined some key issues. It was clear to the designers that it was in between the touch points where users were most frustrated. The goal was to focus further on making smooth transitions between the different touch points. 1) The application process starts before the applicant/person comes to Norway. 2) Applicants need enough and the right kinds of information. 3) The Applicant kept calling UDI for help also after the application process.

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The results are new identity for UDI, interior design sketches for the new offices, and recommendations from Designit for how to implement the service in a user-friendly manner.

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New touch points in the service will make sure that the user trusts UDI, gets guidance when needed, and feedback at the right time.

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To do this, Designit designed a file/diary for the users that they receive at the first interaction and this diary will follow them all the way through the process.

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Testing the service experience with real users.

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The service blueprint

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2013 UDI

Thank you.

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UDI Service Design Case Study