HSY (Helsinki Region Environmental Services) customer service was drowning in the same questions every day. The situation was especially straining, as the answers could have been found on the website. Clearly, there was a problem with findability.
The HSY.fi website technical platform needed an update, and the directive on the accessibility of the websites and mobile applications of public sector required changes in any case. HSY decided to take the customer focused approach seriously and the online service concept was completely redone. The new site presents the wanted services in an ideal way, but this change did not happen by itself. The renewal required persistent work, effort and time.
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