← Go back

Human centric asylum seeker journey

Progress 100%
Timeline 7 weeks
Due June 2017
Owner Migri Customer Service Unit

The project started having interviews with different members of the Asylum Unit. Using a Lean Canvas we defined challenges and mapped the possible impact of solutions, leading to a unique value proposition.

Value Articulation Canvas helped us articulate and focus our ideas. The results were written down and ‘pitched’ in a short video many times, until the description was short, clear and included all the key areas.

The team ran a co-creation workshop with different stakeholders of the asylum seeker process. We focused on both actors of the interview process: customers and migri workers.

Using Personas and an Empathy map, we mapped out their goals, needs and challenges. After filling out a User journey for each persona, we identified opportunities of improvement throughout the journey using Development Cards.

We use the Brand Swap method to get spike inspiration to ideation. This exercise enabled the participants get out of their confort zone and think about innovative solutions.

Concepts Posters were then co-created by using a Round Robin tool in groups to test individual ideas, note the limitations and push solutions further.

by 2020, an AI digital adviser supports the end-to-end asylum seeker journey.
A data API service, that collects relevant information to help the government make the right decisions and supports customer’s social inclusion from day one.

Creating a continuous and meaningful dialogue with Migri, other partners and government agencies in the asylum seeker journey. By creating a more user-centric approach, the strategy and technology ambitions are met, bringing a better customer experience to both the asylum seeker and the government officials.

what is needed to reach this vision?

COLLECT RELEVANT DATA FROM DAY ONE

The data collected in forms during the Migri interview and skills identification of the customer, should be collected since the beginning of the journey.

CONVERSATIONAL USER INTERFACES

Instead of static forms and text based guides, the use of conversational UI will allow natural communication with the users - enabling a constant dialogue in a simple way, giving easy access to clear information and making storytelling more relatable for the user.

SHARE CUSTOMER DATA THROUGH API’S

Building an API for the service database, will give ownership to the customer. They will be able to choose with whom and for what purpose they want to share their information, by giving an authorisation token to each service they want to interact with.

PARTNER WITH OTHER AGENCIES AND STAKEHOLDERS

In order to have a constant improvement of the service, we will need to partner with different stake holders, and use their knowledge so the service will learn over time, how to better help the users in the overall journey.

migribot supports the customer in the end-to-end asylum seeking process

From how to apply, helping with cultural inclusion and giving the right tools to start their life in Finland, the digital advisor learns over time. It identifies the user's needs and skills, helping them find jobs and integrate in society. This enables them to apply under different residence permit, reducing the application queue.

Together with a creative technologist, we used API.ai machine learning platform and connected it to google actions. The result was a prototype for a chatbot that supports the Asylum seekers in three topics: process understanding, cultural inclusion and working in Finland.

Working with the dialogue script. Adding more interaction to the prototype

User testing on real device with the prototype

In the Research and Development phase, we will keep working with the chatbot concept, defining the scope first, and then building the bot brain and personality in API.ai. Then, the chatbot will be deployed through google actions, being available through google assistant.