Norwegian Directorate of Immigration

Seeing the service from the users’ point of view

“Comte Bureau så tjenestene våre i et helhetsperspektiv og synliggjorde brukernes behov gjennom hele prosessen. De dokumenterte funnene gjennom konkrete tall og fakta, noe som er viktig for å få gjennomslag i organisasjonen. Comte var dessuten alltid på tilbudssiden og gjorde det som trengtes for å få et godt resultat”. Henriette Vigtel, Seniorrådgiver UDI

UDI is faced with the huge task of facilitating lawful and desirable immigration and ensuring that those who meet the requirements are given an opportunity to come to Norway. This means handling over 90 000 applications a year, and respond to almost 200 000 inquiries.
Like most other public service providers, UDI is facing new demands and expectations from their users. In response, UDI has worked hard to improve their digital solutions - along with the general accessibility, predictability and efficiency of their service offering. But the measures have not had the desired effect. The user satisfaction is below targets, and they still struggling with a large volume of inquiries which delays the case processing.

Brief: In this context, Comte Bureau was commissioned to UDI to identify how the service and communication towards the users could be improved.

How Comte Bureau solved it: We surveyed and interviewed over 1500 people, conducted workshops with applicants and staff, and used video and service-diaries to uncovered needs, expectations and assumptions. It became clear that the main challenge was the organizations’ ability to see the services from a user perspective. The UDI is full of committed employees that work hard to create the best possible user experience. But they lacked performance indicators that promoted user satisfaction and tool to capture the users' needs.
Our solution aimed to ensure that the user perspective always was the center of the service development. We therefore designed a toolbox with new strategies and design tools for more user based development within the organization. The toolbox is designed to be easy to use, no matter which department or level, and is integrated with their existing system for continuously improvement and LEAN-strategy. The idea is that the toolbox will give case handlers a clearer view of what matters to applicants, will promote a culture of user based solutions, and in turn an organization based around what creates value for the users. In other words, more with less.

Read full report here (Norwegian version)