Multichannel Service & Knowledge Base Renewal

Overview

A large Finnish government agency was rebuilding its internal knowledge base and customer-facing website as part of a multichannel service renewal. I worked as a Service Designer and Training Specialist, helping to ensure the new systems made information clearer and easier to access for both citizens and advisors.

Challenge

The previous systems had grown organically over time, with content scattered across separate tools, an inconsistent tone of voice and no unified structure.

Customer-service staff struggled to find up-to-date information, and citizens could receive different answers depending on who they spoke to. The agency needed:

• A coherent information structure.

• Accessible, easy-to-navigate digital tools.

• Training that empowered advisors to adapt confidently to the new system.

Approach

Research & Mapping – Conducted interviews with customer-service teams and mapped information flows between systems.

Content Structure Design – Co-created a content hierarchy with service advisors and communication specialists to ensure findability and a consistent tone.

Training & Facilitation – Designed and facilitated onboarding and training sessions for advisors nationwide.

Testing & Iteration – Organised usability testing rounds to refine both the digital tools and the training materials.

Outcome

• Improved findability and consistency: advisors could locate accurate content more easily.

• A stronger focus on accessibility and a consistent tone of voice across channels.

• Advisors who felt more confident using the renewed tools.

Impact & Reflection

This project deepened my understanding of how clarity, structure and communication shape both employee and citizen experiences. It showed me that good service design isn't just about visual or technical solutions; it's about helping people understand and trust the systems they rely on every day.