Aiming to be the most functional city in the world
Leveraging design and digitalisation is part of Helsinki’s strategy and plays a systematic role in customer-oriented renewal of services and efforts to enhance city organisation productivity. For the past 10+ years, we have been Helsinki’s strategic partner for design and digital transformation and supported the city in multitude of design and digitalisation projects across the city organisation.
Helping the city thoroughly
We have thoroughly helped the city of Helsinki with it’s major goals – being the world’s most functional city through digital transformation.
Ranked already among top 10 smart cities globally, we have supported Helsinki to build e.g. city-wide digitalisation strategies, city sector-specific digital strategies and data strategies. Our help has also extended to setting up new digital development operating models, organisational structures and capabilities, such as data, AI, robotisation, proactive digital services and design thinking.
One major digital service and design thinking effort in our shared journey has been the renewal of City of Helsinki’s hel.fi service with 29 million yearly page views. We worked as Helsinki’s partner in the first year of the full-scale front- and back-end website renewal by acting in lead role for strategic and operational design work. Collaborating in a multivendor environment with our user-centric approach, 4,000 residents and 300 city employees were engaged in co-designing a website and e-services with focus on user experience, usability, accessibility, digital brand experience, information architecture & content design, analytics & SEO.
Another example of our collaboration has been our help for Helsinki to re-imagine their whole feedback experience. Helsinki gathers 80,000+ feedbacks yearly. It used to have 30 feedback channels with 2,000 city employees participating in answering the feedbacks. With the help our combination of qualitative and quantitative data analysis, we formed new customer journeys and processes of feedback giving and processing. We helped to design a new citizen-centric digital, AI-powered, mobile-friendly, and location-aware single-point of contact service for sharing feedback.
Lastly, one example of our journey from strategy to tangible results is our collaboration with the city’s premises reservation service experience and internal premises management. Helsinki has 2,000+ public premises from sport venues and event arenas to studios and saunas that eg. residents can reserve. We combined strategic design, ethnographic customer research, data analytics, and futures research to help Helsinki to understand better citizens’ needs and future trends for premises usage. We then helped Helsinki to imagine the service’s future customer experience, as well as designed and prototyped a new user-friendly digital premises reservation management system to serve both residents and city employees.
Deloitte Digital performed demanding service design tasks, which included e.g. developing and implementing customer-oriented operating models, improving the usability and SEO of online content, creating concepts for various theme sites of hel.fi website, and working with various stakeholders.
Hel.fi Program Manager
A story that continues
Helsinki wants to be the most functional city in the world. Above all else, functionality means a convenient everyday life. By fully harnessing the potential of user-centric design, creativity, digitalisation and data the city can make day-to-day life easier, both for its customers – residents, visitors, businesses, communities – and its employees and decision makers. Deloitte Digital proudly continues to be Helsinki’s long-time selected partner on this ambitious journey to make an impact to lives of millions of people.
We keep empowering the most functional city
in the world through human-centricity.