Personalized support for service design and digital development

TapioOpens in a new tab provides independent forest and nature-related information, expert services and solutions for the sustainable use of forests to government, private sector operators and individuals. The services bring climate and biodiversity considerations alongside economic values.

The forest management recommendations are a service commissioned by the Ministry of Agriculture and Forestry and maintained and coordinated by Tapio. The recommendations are prepared together with forest, environmental and climate actors. The service is aimed at Finnish forest owners and forestry operators. It will be widely used as it provides scientifically based options and best practices for sustainable forest management.

From 2020 onwards, the information will be distributed in digital format. The recommendations will be openly available free of charge to all, including commercial operators, at www.metsanhoidonsuositukset.fiOpens in a new tab. Through the open interface of the information service, the recommendation data can be transferred to other information systems in the desired format and scope, thus enriching e.g. forestry e-services, applications or learning materials.

The aim of the workshop was to improve the usability and applicability of forest management recommendations in practical situations by using service design methods. The work was based on an extensive compilation of user feedback on the online service, which was carried out in autumn 2023 and also included suggestions for measures. Service design experts were available from within Tapio, but the challenge was to plan and start the work: how to proceed efficiently and effectively and use the limited time for the right things?

We wanted a model where Wunder's experts would help Tapio's own experts to use service design methods to:

• develop user personas and a service development roadmap,
• select methods for different phases of the work,
• provide support and sparring assistance at agreed checkpoints as the work progressed.

The consultation was carried out in three phases, with Wunder's service designers introducing Tapio's experts to the implementation of each phase using both design thinking and practical models. Each module included theory, training, methods and tools, a practical implementation phase and a self-assessment.

• The first part delved into the needs and use cases of different user groups of the service. The aim was to create user personas and model user paths for them. Identifying the main user groups and their main needs was the core of this phase.
• In the second part, solutions to the challenges of the selected user personas were developed. The solutions were tested with users. The ideas were prioritised and used to create a first version of the roadmap.
• In the third part, the roadmap was finalised based on additional feedback and findings from the service design process.

Tarja Ollas, responsible for service design at Tapio, is happy with the results of the collaboration. This is how she describes both the process and the results:

"Wunder's hands-on mentoring model and clear role definition reduced our workload. Our team was able to focus on exploring and developing the user experience itself. Wunder's experienced service designers supported our progress every step of the way and provided us with great lessons and tools for success. Our work moved swiftly from one stage to the next, and we didn't have to fuss over which method or tool would be best suited to which situation. At the same time, we expanded the service design expertise of our team, which will facilitate future processes. The roadmap and user personas will serve as an excellent support as Tapio coordinates the development of the service in the coming years on behalf of the Ministry of Agriculture and Forestry, together with the forestry, environment and climate sectors. A deeper and more empathetic understanding of users' needs and practices will help us to develop the service in the right direction, both technically and in terms of content."

Wunder and Tapio will continue to work closely together on the maintenance and ongoing development of the forest management recommendations website. Tapio will continue to receive a wide range of expert services from Wunder - tailored to their needs and situation.