Adding to the service range by understanding the client’s needs
In the beginning, M2-Kodit charted its needs for a digital service channel in a number of internal workshops, which centered around things such as the types and quantities of incoming service requests as well as service content and the role of the service alongside other service channels. The guiding principle was to provide the M2-Kodit tenants with a customized service, which would simultaneously support the operational objectives and values of Y-Säätiö.
After the workshops, Vincit partnered up with M2-Kodit to complete the concept and prepare it for the tendering process. We examined the internal processes and service journeys of M2-Kodit and defined a range of services based on the client’s wishes as well as employee and resident interviews. The most requested and relevant ideas were selected for phase one, and a prototype was used to estimate the scope of the project.
Feedback from the residents panel confirmed the desired direction
The implementation of the services was put out to tender in a separate process. Vincit rose to the top due to its understanding of the M2-Kodit business model and its hands-on approach to everyday processes and resident services. The project made extensive use of the skills and competences of Vincit’s designers, data analysts and developers.
The development phase was carried out in agile sprints, which were based on the plans that had been drawn up during the first phase. Agile methods helped us meet the objectives which kept changing as our understanding of the needs increased and as we received feedback from the tenants. The backend integrations and masses of data really allowed our developers to tap into their expertise and demonstrate their stamina.
During its development, the OmaM2 service was tested on a panel of residents, created with the help of Y-Säätiö’s employment service Uuras. The feedback we received was overwhelmingly positive. The first version of the service has also drawn appreciative comments as well as suggestions for further development from the users.